In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world.

Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.

Sewell focuses on the expectations and demands of contemporary consumers and 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 and 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

• Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and
politeness from his mother.

Das Buch ist eine praxisnahe Lekture, die jedem zu empfehlen ist, der sein Umternehmen fur den Dienst am Kunden fit machen will. Handelsblatt Kunden furs Leben ist genauso anspruchsvoll und nuchtern wie einfach und amusant. Hinter diesem Ratgeber zum Thema Kundenbindung verbirgt sich eine ausgereifte Theorie uber Management und Service. Carl Sewell gibt provozierende Ratschlage fur das Fuhren eines Unternehmens, beschreibt seine individuelle Art des Qualitatsmanagements und macht deutlich, wie er in seinem Unternehmen standige Verbesserungen durchsetzt. Die Themen reichen von der Bezahlung der Mitarbeiter bis zur Gestaltung der Kundentoiletten. Sein oberstes Ziel, dem alles andere untergeordnet wird, ist die langfristige Kundenzufriedenheit. Carl Sewell und seine 250-Millionen-Dollar-Firma sind der beste Beweis fur die Gultigkeit seines Konzepts. Kunden furs Leben ist eine Goldmine an guten Ideen. In diesem Buch versteckt sich nichts Geringeres als eine voll ausgereifte Theorie uber Management und Kundenservice. Jedes Unternehmen koennte davon profitieren. Tom Peters