Customers for Life. Brief. Carl Sewell, Paul Brown

“This book is a condensed retelling of Carl Sewell and Paul B. Brown’s “Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer.” We have significantly reduced the text volume while preserving all the main ideas. In this fully revised and updated edition of the classic customer service guide, Carl Sewell adds fresh ideas, new examples, and explains how the innovative “Ten Customer Service Commandments” apply in today’s world.

Based on his incredible success in turning his Dallas Cadillac dealership into the second-largest in America, Carl Sewell revealed the secret of how to make customers come back again and again. His vivid, practical narrative set the standard for excellent customer service and became a long-running bestseller. Building on this solid foundation, this expanded edition includes five entirely new chapters, as well as substantial additions to the original material based on lessons Sewell learned over the last ten years.

Sewell focuses on the expectations and requirements of today’s customers and employees, showing that companies can remain committed to quality service in a rapidly changing new millennium by sticking to their proven, timeless approach: find out what customers want and make sure they get it.
His “Ten Commandments” include key guiding principles, including:
• Underpromise, overdeliver: never disappoint your customers by charging them more than they planned.
• No complaints? Something’s wrong: if you never ask customers what else they want, how are you going to give it to them?
• Measure everything.”