Here are Jeffrey Gitomer's 3.5 compelling reasons why you and every employee in your company must own this book, must read this book, and must act on the principles of this book:
1. It contains a game plan that any customer-serving employee, salesperson, manager, executive or entrepreneur can enact to ensure loyal customers.
2. Any front-line employee can read it and "get it." Any front-line employee can read it and "do it."
3. Customer Loyalty is the measure of your present and future success.
3.5 Your competition may already own this book.
From the Table on Contents:
Part I: Customer, the Source of your Paycheck
1. Introducing the Most Important Person in the World
2. Introducing the Customer (Help!)
3. The Reality of Service -- Lousy, Satisfactory, or Memorable?
4. Who's Wrong? What's Wrong?
Part II: The Right Principles Create the Right Words
5. Principles, NOT Policy
6. Three BIG Factors: 1. Get Real. 2. Get Friendly. 3. Get WOW!
7. What's the Word Out on You
8. The (Secret) Service Success Formula
9. If you Talk Stupid, They'll Get Angry
10. It's Not the Apology That Matters...It's the Recovery That Count
11. Benchmarks Set the Standards... for Best Performance
12. Put Your Job Skills to the Test
Part III: Lessons from the Real World
13. Lessons I Learned Sleeping in Someone Else's Bed
14. Lessons I Learned Shopping in Someone Else's Store
15. Lessons I Learned Flying in Someone Else's Airplane
16. Lessons You Never Learned in School
17. Loyalty Lessons from the Real World
Part IV: Loyalty -- The Final Frontier
18. The Loyalty Answers for the Company and You
18.5 Loyalty Mission: The End of Satisfaction
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About the Author
He was the consummate entrepreneur. Growing up, I used to sneak downstairs and listen in on his Thursday night pinochle game. Arguments and laughs about business and life. It proved to be my inspiration for my life's pursuits. My pal, Duke Dalton said, "You know what I hate about your old man? He's never wrong." I miss my folks, and I'm grateful to them for their wisdom - the stuff they accused me of never listening to for 30+ years. If your parents are alive, call them right now and tell them you love them.
In college, I played Scrabble every day with my best friend, Michael Toll. He usually won. It taught me about words and how to use them. Michael also provided me with the challenge of winning at games, both sports and intellectual. He'll tell you he was better than me at everything. I feel the same about him. That was the fun.
I spent a year in Europe and came to the realization that I knew very little compared to what there was to know, which is funny, because I left for Europe knowing everything.
I raised a family. My three beautiful daughters taught me patience. They also gave me the courage and inspiration to achieve in the face of failure. Girls, I love you.
And I became a salesman. My first goal was to be the best salesman in the world. I'm still on that journey, every day. In the pursuit of that goal I surprised myself by becoming a columnist, an author, a speaker, a consultant, and a sales trainer. I used to hate flying. Now I spend about a quarter of my life in an airplane. But I really don't mind, because it gives me the precious opportunity to share my sales knowledge and my secrets with a worldwide audience. What could be better?
My name is Jeffrey Gitomer. I'm a salesman. I'm a dad. I'm a college dropout.
My objective in life is to help others, establish long-term relationships, and have fun - every day. When you love your work like I do, every day is the same. It's a holiday.
Most Helpful Customer Reviews
As a company Vice Presidet responsible for the service delivery in my organization, I thought I had a firm grasp on customer loyalty. Yet, this book provided insights that I hadn't considered, coupled with the means to MAKE EXCELLENCE HAPPEN! I've read the book, and since then, have bouth it for every Manager who works for me. It's set the standard for what and how we deliver OUTRAGEOUSLY EXCELLENT service to our customers! There's a clarity in this book that is rarely found - actionable items for your front line staff to understand and implement. If you care about your company's (and your) future, you'll read this book - NOW!!!!!
This book gives your everyday customer service a miraculous boost. If you can't handle the truth, this book is not for you. We tend to focus on company policies and procedures, and lack customer/client focus. After reading get ready to increase sales and customer loyalty.
Sales books should be a separate genre. They are meant to be easily read, inspirational, rhetorical and instructional. The more qualified the salesperson-author, the more authoritative the advice. This one has all these qualities, plus author-salesman Jeffrey Gitomer has displayed his counsel like a visual party. Almost every page boasts a new typeface and layout. Some pages look like poems. On other pages, he makes suggestions he calls ¿self tests,¿ ¿scorecards¿ and ¿reality checks,¿ while on others he provides questionnaires. This is deliberately more of a jazzy series of lists than a narrative outlining a new approach. Still, we endorse its solid common wisdom: To engender customer loyalty, treat people as you would want to be treated.
Jeffrey reminds us all of things we know and many become to distracted or busy to practice. Every person in hospitality, sales, customer service or any field at all would benefit tremendeously in buisness and personally by reading and then implementing ideas and practices outlined in this book.I have purchased many copies not only for employees within my organization, but also as gifts for clients who love it and continue to pass through their companies as well. Having been through extensive customer service and sales training I feel reading this book has given me more understanding and perspective than all the classes put together. I LOVED THIS !!!!! WOW!!!!!!!
'Customer Satisfaction......' is now our customer relations handbook. Mr Gitomer has a style that is fun to read and easy to understand. Most importantly to me, he not only points out poor customer service 'policies' he provides great examples and guidelines showing how to improve those poor 'policies'.
Give the customer everything they want and more. Surprise them with unexpected pleasantries and service or they will go somewhere else. The preceding statements summarize the book completely. Save your money.
Jeffrey Gitomer starts out with a flawed concept, that customer loyalty is a measure of customer service, and fails to back it up in any meaningful way. He clearly has never had to deal with more than one client at a time, as most of the examples he gives as great customer service, completely falls apart is there is anyone waiting behind the customer involved. All in all, a waste of time. Anyone truly interested in improving their customer service skills is better off just asking their customers what they want.
"What." He muttered.