- Hardcover: 300 pages
- Publisher: Kiplinger Books; 1st edition (January 1, 2001)
- Language: English
- ISBN-10: 0938721828
- ISBN-13: 978-0938721826
- Product Dimensions: 6.5 x 1.1 x 9.5 inches
- Shipping Weight: 1.2 pounds
- Average Customer Review: 4.8 out of 5 stars See all reviews (8 customer reviews)
- Amazon Best Sellers Rank: #1,452,501 in Books (See Top 100 in Books)
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Customer Once, Client Forever: 12 Tools for Building Lifetime Business Relationships Hardcover – January 1, 2001
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Top Customer Reviews
The author suggests good customer relations will lead to lifelong customers. But look at reality. Throughout this country, small businesses have been going under as large entities like Wallmart and Lowes offer better pricing. In Buckingham's view, Bob Johnson the local hardware guy secures lifetime customers with his caring nature, willingness to go the extra mile, and above-average service. Bob does this; he is the one to buy tickets to your kid's fundraiser, and spends 15 minutes telling you how to install a storm drain.
Unfortunately, once Walmart comes to town, Bob's former customers tend to shop there and come to him only for the tough jobs. In Buckingham's world, Walmarts achieve only marginal success as loyal customers reject their impersonal mass market approach; the monumental growth of these megastores which offer limited service but real bargains tells us differently.
The book would have been better had it dealt with the conflict between good pricing and good service, and when and how customers continue (how about a model of the unsentimental customer who continually assesses value, and returns only when that is provided).
So read the book and incorporate this as one perspective, but don't bet the house on it. You might find that competing on price and limiting unprofitable service can be a model that you will sometimes need to use.
I can sure everyone can become a successful sales or customer services after reading that book. And author always remind us - TAKE ACTION!!!
So, take action now. Buy and keep one!
Most Recent Customer Reviews
This is a wonderful book on customer service. I got a lot of good ideas from it and will be able to apply it.Published on January 13, 2013 by Betty J. Graff
Many common sense pieces of advice, nicely organized and clearly spelled out. A great refresher for anyone with experience and excellent primer for those entering any service... Read morePublished on April 3, 2003
This book is easy to understand with its clear structure, writer uses simple English to make sure all the readers can get what he is trying to say (and that is one of the tools he... Read morePublished on November 9, 2001 by Janet Lau