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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. His ?Ten Commandants? provide the 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
- Publisher: Currency; Revised ed. edition (November 19, 2002)
- Language: English
- Paperback: 240 pages
- ISBN-10: 9780385504454
- ISBN-13: 978-0385504454
- Item Weight: 6.8 ounces
- Dimensions: 5.47 x 0.55 x 8.23 inches
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