Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in
America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers
for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial
bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as
well as significant additions to the original material, based on the lessons Sewell has learned over the last ten
years.
Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses
can remain committed to quality service in the new millennium by sticking to his time-proven approach: Figure out
what customers want and make sure they get it. His "Ten Commandants" provide the essential guidelines,
including:
Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned.
No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to
give it to them?
Measure everything: Telling your employees to do their best won't work if you don't know how they can improve
Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture and cleanliness
from Disney.