About this Item:

In this book, Sewell & Brown focus on the expectations & demands of contemporary consumers & employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want & make sure they get it. Their ?Ten Commandants? provide essential guidelines, including:

• Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge.
• 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.

Product Specifications:

• ASIN: 0385504454
• Publication Date: January, 1991
• Language: English
• Paperback: 208 pages
• ISBN-10: 9780385504454
• ISBN-13: 978-0385504454
• Item Weight: 6.8 ounces
• Dimensions: 5.47 x 0.49 x 8.23 inches