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Customer Satisfaction is Worthless Customer Loyalty is Priceless: How to make customers love you, keep them coming back, and tell everyone they know Kindle Edition
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More 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.
Top Customer Reviews
One simple illustration Gitomer uses in his public presentations tells you a lot about his approach to customer service and business building. He talks about how he's greeted at the numerous hotels he checks into each year. Normally, it goes something like this, "Checking in?" (To which the bald Gitomer is tempted to respond, "NO, I'm here for my hair transplant.") He appropriately argues that the front counter clerk could just as easily say, "You look like you could use a nice, comfortable room. We've been waiting for your arrival. Welcome!" How much more effort would that take, argues Gitomer? None, it just takes a little bit of creativity and paying attention. He's right and we all know it. Clear, concise, easy to read, easy to think about and inspiring to make happen in your company. I can't recommend the book enough. I give away more copies of this book than any other and I give away lots of books. Just don't give it to your competitor!
By chapter 5, I had saved a huge sale from going sour. This book has done some amazing things for my company's sales. Not just the book, but some effort on my part. Very little effort.
The principles in this book are so easy to put into immediate action, you'll wonder why you haven't
thought about this stuff already. Even if you've stayed in Ritz Carltons and shopped in upscale
stores, you'll never completely learn what makes it all come together. This book sheds some light on service.
This book was extremely enjoyable to read, but the real enjoyment comes after youre done reading
and you put this stuff into action. Seeing the smiles on customers faces, hearing their amazement
on the phone when you just try a little harder. Spend just a few minutes extra.
The things in this book cost little or no money, and even if they do cost money, you'll want to do them anyway.
Performing the principles in this book has become a hobby. It's fun, it changes the way you look at work.
At times I want to screw up orders, just to fix them! I can't beleive the attitude overhaul I've gained from this book.
I've bought this book for all the business owners in my family and now we all get together and try to
blow each other away by how we are creating memorable service. You'll want to knock their socks off, even if
you have no desire to do it before you read this book, you will after, or even half way though.
1. Many use the 80/20 rule, the best 20% of your customers provide 80% of your business. But Gitomer says everyone gets treated great, presumably on a first come first serve basis.
Treat everyone like your grandmother Gitomer reasons. But what do you say to the staff person who spent 2 hours servicing an older woman on a small account and neglects her other work.
2. He suggests customer service is critical, and says customer value it highly in surveys. Yet many of us are irritated when we cannot get good free technical service on software or hardware. However, the trend has been to reduce free service, and charge for this. Are all the companies who are in business wrong, or do people say one thing and buy based upon another- touting the virtues of customer service in surveys but buying based upon price (which means services must be limited).
3. As soneone else noted, he does not talk about the difficult customer. In my business to improve morale, I tell my staff they can recommend that a prospective new customer be rejected if looks difficult. Catering to difficult, overbearing people is the way to waste time and lose money.
Determining which customers are reasonable and eliminating the bad apples is something the book should address.
In short, buy the book, read and re-read it, but recognize its limitations, and let's hope Gitomer writes an advanced course.
Most Recent Customer Reviews
It's not that he's wrong. Yes, customer loyalty is priceless. However, as I reached the halfway mark I realized that Jeffrey Gitomer had no real advice or knowledge to give other... Read morePublished 14 days ago by Reema Khadre
This books provides some solid information on how to provide customer service at a level that builds loyal customers. Read morePublished 1 month ago by gandalla
I think I must have read at least part of this book but it's been years since I bought it and I don't remember. Read morePublished 3 months ago by Amazon Customer
Warning....you will feel the sting of this book long after you've read it. It's like stuffing snow down your pants when you're all cozy warm. Read morePublished 4 months ago by Nicole Stairs
I can't help but believe most of the ratings on here aren't real. And I understand that this book is quite old now, but I wanted to save other people the time and money that they... Read morePublished 6 months ago by Aaron Anderson
Great book, lots of useful informative information. Every person in customer service should read this teach in at schools. I love itPublished 7 months ago by Victoria Howard
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