Customers For Life by Carl Sewell

A detailed Summary of Customers For Life by Carl Sewell

Carl Sewell's book "Customers for Life" is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:

The Ten Commandments of Customer Service

1. Bring 'em back alive. Ask customers what they want and give it to them again and again. Do not try and guess what the customers want, just ask them. They are more than willing to tell you. You should make it easy for the customer to tell you what they want by giving them a short questionnaire. Most importantly, you do not want to pester the customer; if you bother the customer, they are not going to be happy.

2 Systems, not smiles. Saying please and thank you does not ensure you'll do t

Mr. Sewell is quick to point out that these rules are absolutely worthless if your business is not making a profit.

4. When the customer asks something, the answer is always yes. When a customer asks if you can do something for them, the answer is always yes, providing the request is somehow related to your business. Even if you cannot figure out immediately how to do what they ask, the answer is still yes. Do not charge extra for things that a friend would do for another friend, you will more than make up the money in future business. Help your customer.

8. Salaries are unfair. Pay people like partners, offer them a piece of the profits for their department. Give your employee some incentive to overachieve and most usually will. This will lead to larger profits, better efficiency, and greater productivity in your overall business. It will also make the employees feel important.

5. Fire your inspectors and human relations department. Every employee who deals with clients must have the authority to handle complaints (to a point). Inspectors make people sloppy. If you know that someone is checking your work, you may be less likely to check it yourself. Having a human relations department allows you to become out of touch with your employees and your customers.

6. No complaints? Something's wrong. Encourage your customers to tell you what you're doing wrong. 96% of unhappy customers never say anything, they simply do not return. You need to encourage your customers to speak their minds so that you can get

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Approximate Word count = 1037
Approximate Pages = 4 (250 words per page double spaced)

Category: Miscellaneous