One Size Fits One: Building Relationships One Customer and One Employee at a Time [Hardcover]

Gary Heil (Author), Tom Parker (Author), Deborah C. Stephens (Author)

Book Description

Publication Date: January 6, 1997

Advance praise for: One Size Fits One "It’s a book that should be read every year. With customers today having more choices than ever before, how you serve them could be the difference between keeping or losing those valuable customers and your business. One Size Fits One will help guide you." —Chandler Barton, Chairman, Coldwell Banker Corporation "A powerful, must-read map for discovering a valuable and elusive treasure: customer loyalty. One Size Fits One will transform you into a demanding consumer and passionate service provider to customers, associates, and employees." —Chip R. Bell, Author, Customers as Partners and Managing Knock Your Socks Off Service "One Size Fits One will show your organization how to treat every customer like they’re your only customer." —Roger Dow, Vice President and General Sales Manager, Marriott Hotels and Resorts Worldwide, Co-author, Turned On "If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive." —Kim Jeffery, President and CEO, Perrier Group of America "Profound and powerful, One Size Fits One lays out a convincing argument for the ways in which we need to build our organizations to better serve our customers, our employees and our communities." —Patrick O’Donnell, Chief Executive Officer, Apsen Ski Company "In a world where relationships are the currency of the future, this book sets the standard for the next generation of service. Witty, informative, and highly entertaining, One Size Fits One will help you navigate through this highly personalized customer revolution." —Sandra Kurtzig, Founder and former Chairman, ASK Computer Systems

Editorial Reviews

Review

Three renowned experts (Gary Heil, Rick Tate, and Tom Parker) show how a business can set itself apart from the pack in One Size Fits One. The key is providing outstanding service and customizing for individual needs. One Size Fits One presents a sure-fire ten-point program for achieving outstanding service that's designed to attract more business, cater to individualized customer needs in a systematic way, and help gain competitive advant-age. Enhanced by caste studies of strong service companies in action, as well as numerous worksheets, assessment exercises, and improvement models, One Size Fits One illustrate how to instill a commitment to quality service throughout the organization, how to remedy customer problems quickly and fairly, strategize customization principles, establish a company-wide program of continuous service improvement, eliminate ineffective management practices, accurately measure your current level of service quality, and establish a sense of accountability for quality service in every employee. -- Midwest Book Review --This text refers to an alternate Hardcover edition.

From the Inside Flap

One Size Fits One Building Relationships One Customer and One Employee at a Time Gary Heil Tom Parker Deborah C. Stephens

• A billion-dollar paper manufacturer in Wisconsin works closely with a small stationery store halfway across the country to better ensure that the company’s products will sell at the retail level.
• A clerk at a notions store in Mountain View, CA, calls a supplier long-distance to check on the availability of a single 75-cent button for a first-time customer.
• An irate customer in Berkeley, CA, places a $10,000 ad in the Wall Street Journal to protest what he considers shoddy treatment by a large coffee company—and ultimately receives 6,000 responses from other dissatisfied customers over his toll-free telephone number.

Love it, hate it, fear it, or wish it would just disappear, we are entering an era where one size no longer fits all—or even a few. We are entering an era where One Size Fits One. It’s a highly personalized, customer-driven environment. The only business objective that makes any sense is a long-term relationship with each profitable customer. Today’s customers have vast power to collaborate with you to build your businesses…but if they’re not happy, they will walk away faster than ever before—or actively undermine you. How can you win the unshakable loyalty and trust of today’s savvy customers? One Size Fits One: Building Relationships One Customer and One Employee at a Time lays out the ten rules for what customers want—in their own blunt words—and shows how your company can begin to develop personalized relationships with your customers. And certainly no company can deliver "one size fits one" value without loyal employees committed to creating exceptional value for each individual customer. One Size Fits One explains why yesterday’s workplace mentality no longer works and shows how relationships inside organizations must change to successfully unleash the power of truly committed employees. In a world where One Size Fits One, no one will have to settle for the ordinary…and no business will be able to survive by providing it. One Size Fits One provides a template for beginning the odyssey, one customer and one employee at a time.

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Product Details

• Hardcover: 304 pages
• Publisher: Wiley; 1 edition (January 6, 1997)
• Language: English
• ISBN-10: 0471287067
• ISBN-13: 978-0471287063
• Product Dimensions: 9.1 x 6.1 x 1 inches
• Shipping Weight: 1.4 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #5,921,955 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

1 of 6 people found the following review helpful:

5.0 out of 5 stars Outstanding resource, March 5, 1998

By A Customer

This review is from: One Size Fits One: Building Relationships One Customer and One Employee at a Time (Hardcover)

This book will be a great resource to my workplace and our efforts to find a style of management that will take us into the future. Gary Heil seems to have a finger on the pulse of what will work in the workplace today.