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Contents:


  1. About The Author
  2. Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay | HuffPost
  3. Customers: love 'em or lose 'em
  4. See a Problem?

About The Author

The down economy is all the more reason for going over and above in this arena. In fact, research appearing in the California Management Review indicates that treating customers "adequately" is not enough to keep them anymore. Amazingly, satisfied customers will return to do business with you 28 percent of the time, but delighted customers will return 85 percent of the time. With those kinds of statistics it only makes sense to provide outstanding customer service! What follows are five helpful hints that can be adapted by any organization to help improve customer service.

Helpful Hint 1 Whenever possible, learn the names of your customers and use their name when talking with them. Helpful Hint 2 Be cheerful. If someone is bringing you a complaint, act as though it is the most serious grievance and set everything else aside to resolve it as quickly as possible. Be sure to apologize! Helpful Hint 3 Be prompt in all matters. In today's world, even microwave ovens and 3G smartphones are considered slow. Amazingly, slow service or response is one of the biggest complaints in the customer service realm, and yet it's one of the easiest problems to resolve.

Therefore, get on every service opportunity as fast as possible. Helpful Hint 4 Get specific by asking "how can I help you? Remember that your customer may not know exactly what your action should be, but they know what results they want. It's your job to ascertain what results they're looking for and then determine which actions are required of you to create those results.

Helpful Hint 5 Compensate for confusion and mistakes. Restaurants are usually pretty good at this providing discounts on meals and offering special coupons for future visits , but other businesses can do similar things. For example, if a home improvement store messes up an order on an appliance, they might offer free delivery or free installation of the appliance as a way to say "we're sorry. I expect to see certain citations and topics in the organization of the book. You get some sense of the sources from chapter headings in many books, although not this one.

I was pleasantly surprised to see a large amount of research cited from leadership, management, human behavior, and popular culture. The background materials upon which the authors base this book are broad and they go deep. True Confession time … I did not read any of the four previous versions of this book. However, I have read, enjoyed, and shared other books co-authored by each of these folks. In addition to updating and revising all information for the fifth edition, the authors have included more international stories and statistics.

Available January on Amazon and in bookstores everywhere! I received a copy of this book for review in conjunction with their launch. This is an interesting, engaging, and extremely useful book about what managers should be doing to retain their talented employees.


  • Wordsworth, Commodification, and Social Concern: The Poetics of Modernity (Cambridge Studies in Romanticism).
  • Customers: love 'em or lose 'em.
  • Love 'Em or Lose 'Em: Getting Good People to Stay by Beverly Kaye.
  • Colloquio di lavoro (Italian Edition);

It has 26 techniques for managers to practice, each starting with a different letter of the alphabet, and while that tactic is a little hokey and some of the categories overlap a bit, it actually serves pretty well. The topics are easy to read and there are many stories about the principles in action.

As an engineer I find this topic interesting because I often focus This is an interesting, engaging, and extremely useful book about what managers should be doing to retain their talented employees. As an engineer I find this topic interesting because I often focus on avoiding failure, in this case when a talented person leaves a company. The funny thing is I don't think company managers calculate what this cost is this is one of the principles in the book , and would be astonished to see how much they really lose when they don't retain good employees in terms of recruiting, hiring, training, and intangibles like lost productivity and opportunities.

They would almost certainly work harder to retain them. I first read this in around and I saw it on my bookshelf so decided it was time to get it back out. I really like how the authors break down ideas for engagement and retention, and have ordered them into 26 groups A-Z. This makes it one of those books you don't need to read cover to cover.

You can pick what your biggest issue is and it will give you the relevant section for that. This is a book anyone in a leadership role should have on their desk. Actually being able to do a workshop would I first read this in around and I saw it on my bookshelf so decided it was time to get it back out. Actually being able to do a workshop would be ideal, but despite my enquiries to their Company I haven't had a response so I can only assume these are unavailable or maybe only available in the US Oct 06, Christy rated it liked it Shelves: Okay, interesting suggestions, but this, too, is quite repetitive.

Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay | HuffPost

Sep 25, Debra rated it really liked it. Excellent information for wanna be or new leaders Jul 13, Lana rated it really liked it. Great scenarios and advice to reframe your thinking and influence management regarding engagement and retention. This book is a 3. The chapters are easy to read. It's nice that they keep repeating concepts in different applicable ways. The questions they provide managers to think about and ask are helpful.

The examples and anecdotes are also helpful. For those who have never managed people, been in HR or had people indirectly reporting to them, this is a good book to read. For those who have managed before and are running into issues, this is a good book to provide refresher tips. In addition This book is a 3. In addition, it helps to provide proactive steps to keep your star players. What I liked is that in this book, it doesn't say to keep everyone. It's really to keep the ones who have potential, deliver and those that are engaged. Maintaining the status quo is not a message this book preaches.

Basically, money doesn't solve everything and a bad boss is a top reason why people leave.

I concur as I moved on when I had a bad boss. I got this book via Interlibrary Loan since my own library did not have it. I think I saw the title in some article I read.

Customers: love 'em or lose 'em

Anyways, it is a pretty quick read. Actually, for managers, it is a book that lends itself to skipping around. I have always had an interest in the issue of retention in the workplace. In librarianship, I don't think the higher-ups do enough, and it is often the case that to advance one has to move someplace else. The book is organized in chapters, and each chapter gives a I got this book via Interlibrary Loan since my own library did not have it. The book is organized in chapters, and each chapter gives a technique to focus on.

Each chapter has lists, prompt questions, and examples to help the managers implement the ideas. One does not have to do everything in the book, but if more managers implemented at least one or two of the ideas here, a lot of workplaces would be better off. For workers, this book also gives food for thought, as it may lead workers to ask what is working for them, what makes them stay, and what may get them going someplace else. Excellent book with practical applications.

This is a manual that will convert "soft skills" into conversations focused on retention and engagement to get to most out of your talent and you. The strategies are very specific, with verbiage to use, guidance on how to respond to challenges, surveys, etc.


  • .
  • The Federalist Period – 1785-1801 (A First-hand History) (First-hand History of America Book 4)!
  • Wally, die Zweiflerin (German Edition).
  • Love 'Em or Lose 'Em: Getting Good People to Stay.
  • Rosario Tijeras: Una Novela (Siete Cuentos) (Spanish Edition).
  • Agni Yoga (French Edition);

Modify the guidelines to fit your personality and business needs What is the e Excellent book with practical applications. Modify the guidelines to fit your personality and business needs What is the end result? All strategies are quick and easily implemented.

See a Problem?

You can use one strategy or all. This is a great book for any person that manages people. What an important time for people managers to proactively energize, engage and retain their team. Many, many easy to apply ideas that really work! Bev's writing style is enthusiastic, clever, practical and she brings a good sense of depth and stewardship to helping people be engaged and to perform at their best. This is a great ready reference job aid. Very redundant chapters, but continued to read further in hopes it would improve. The last straw was chapter eight, where the authors suggested placing a copy of the book on top of the table at my next job interview.

Great concept--support the success of your high performers and really reward them--but bland execution.


  • Grammaticalization and Parametric Variation;
  • Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay?
  • Pain.
  • Success Stories on the Threshold of the New Millennium in Glorious Uzbekistan!

Pretty obvious stuff, really. Praise people, give them freedom, and make sure you're clear about what they are supposed to do. I was reading this to help with a project at work. A friend who Manages a group of peers suggested it and loaned it to me. Since I do not manage anyone but was reading for insight into a project for career management, I found it very helpful.

Got it at a management team-building event in , and keep going back to it over and over. Well written insightful book on handling employee relationships. Especially good for us scientific types that are not so much into the touchy-feely stuff.