Customer Satisfaction is Worthless
Customer Loyalty is Priceless
How to make customers love you,
keep them coming back, and tell everyone they know

It's been a long time since I read a book with a highlighter in my hand, but I was only into Customer Satisfaction is Worthless, Customer Loyalty is Priceless three pages before I found a highlighter.

I was so impressed with this book that the first thing I did was order one for every person in all three of our locations, Kent, Denver, and Honolulu!

If you read my newsletters and agree with our customer service philosophy you'll loving this book.  It has become our Customer Service Employee Manual at TMS.

Here according to the author Jeffrey Gitomer are 3.5 compelling reasons why you and every employee in your company must own this book, must read this book, and must act on the principles of this book.
1. It contains a game plan that any customer-serving employee, salesperson, manager, executive or entrepreneur can enact to ensure loyal customers.
2. Any front-line employee can read it and "get it." Any front-line employee can read it and "do it."
3. Customer Loyalty is the measure of your present and future success.
3.5 Your competition may already own this book.

The book is fun reading and packed with wisdom and insights to improve customer service. Here are a couple excerpts from Customer Satisfaction is Worthless, Customer Loyalty is Priceless that you can implement in your business today!

Put "Grandma" at the end of everything you say.
How would this sound?
Sorry we're closed, Grandma.
Next! Grandma.
What is this is reference to, Grandma?
It's our policy, Grandma.
Get it?
If you wouldn't say it to your grandma, why would you say it to your customer?

Shouldn't it really be called
"Customer Helping"
rather than customer service?
AND
wouldn't you deliver better service
if you thought of it that way?

In the first chapter Gitomer gives a dozen reasons why every person in your company should master this book before your competition does.  My favorite was #6

This book teaches you
how to be the best!
It defines the principles of developing loyalty. IT TEACHES...
• how to say everything in terms of the customer.
• how to say yes and be friendly in every situation.
• how to have fun on the job.
• how to get customer to tell good stories about you.
• how to get customers to be loyal.
It converts the principles and lessons of each story or example
and shows you how to take action - Now!

But What Good would all this be Without A No Hassle,
 No Weaseling out of it, Make YOU Happy Guarantee! 

I am so confident in this system, and so certain of your personal and business success that I’ll give you a 1-Year, full money back guarantee.  That’s right; you can use this in your business, in your life for 1 year, and if your not 100% LOYAL send it back to me for an entire refund.