Customer Reviews

Crowning the Customer

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Mr. Quinn writes a very readable, quotable, and interesting book. The Irish grocer tells you about his roots in the service sector and his extraordinary success in the grocery industry. Long on story and anecdote, I only wish this book had more empirical evidence, though I agree with Mr. Quinn that such evidence is difficult to measure.

This is a must read for anyone involved in customer service, especially the retail or service fields or for anyone who wants to gain a marketing edge by delivering excellent customer service. Feargal Quinn has had many years experience in supermarket retailing through his own company Superquinn and obviously loves what he does. This comes across in his book, which is easy to read and often amusing. It is also packed with no nonsense advice and terrific ideas.

First of all, i would like to thank Mr. Quinn for his book and attention. the book is excellent i tought many thing from it. The language is very clear and has alot of advices that applicable to any businees again, tahnk you for the book with respect Sayed Omar The American Uinversity in Cairo

This excellent book is not out of print! It is available through Amazon.co.uk in both hardback and paperback. It is an excellent read and a must for anybody in the service sector.

I have purchased this book for several of my pregnant friens and their friends over the years and find it the best one so far.

Many business books talk about how to get new customers

to come into our front door . . . there's nothing wrong with that,

of course . . yet Feargal Quinn in his excellent CROWNING THE

CUSTOMER says what's really important is his Boomerang

Principle: the name of the game is getting the customer back.

Quinn, founder of the Superquinn supermarket chain in Ireland,

developed this principle when as a youngster, he watched

his father operate a successful holiday camp . . . guests, at

the end of their week's stay, were encouraged to return the

next summer . . . when and if they did, it was easy to

determine that any particular week--or even summer--was

successful.

CROWNING THE CUSTOMER presents many similar ideas

that may sound equally simple, but amazingly, just aren't

put into practice as often as should be the case.

For example, in Chapter 7, Quinn talks about how to make

customer panels work . . . this one chapter alone is worth

whatever you might pay for the book . . . you'll learn why it

is imperative that you do the following:

1. In selecting your panel, touch all the bases but don't worry

too much about being fully representative.

2. Don't pay your panel members

3. Let your customers set the agenda.

4. Keep your side as small as possible.

5. Be aware of the flattery obstacle. (In other words, don't just

let your customers compliment you.)

6. Don't answer back.

7. Circulate a report on each customer panel widely within your

organization.

8. Take action on the comments, suggestions and criticisms.

What I really liked about CROWNING THE CUSTOMER were the

numerous examples on found on virtually any page . . . in

reading it, you'll come across useful tidbits that can be

applied to business and non-profit organizations . . . among

them, to name just a few:

* In our business, we have a rule which requires our top

management to do their own household shopping once a month.

This gives them first-hand experience of what shopping is like, seen

from the customer's perspective.

* After using names, the most important step towards seeing

your customers as people is to actually look at them.

* The next time you are tempted to say, "Which will we go for,

this market or that one?" try asking yourself: "Can we not

go for both?"

This guy invented everything there is to know about REAl Customer satisfaction , and way ahead of Harvard or other gurus.

The principle he illustrate in this book are valid for tomorrow.

I bought multiple copies of the book , and I am giving it as a gift to everybody who claim to understand customer care.

the boomerang grocer tells you how he has styled his whole business approach towards bringing the customer back and at the same time growing his team and business immeasurably. this book is a must for all customer driven businessmen, not only retailers