Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan unknown Edition

Here she comes: Maybe her name s Gladys, maybe it s Tom, Tiffany, or Niles. But whatever his or her moniker, this person s cranky, irascible presence is bound to send even the best, most dedicated customer service professionals running for cover!

Every company s customer service department has its own Gladys : someone who s picky, cantankerous, difficult and seemingly impossible to please. But not only is it possible to please Gladys (and complete an entire transaction involving her without any serious bloodshed), this book shows you how you can transform even Gladys into one of your most loyal, utterly satisfied customers.

Who s Your Gladys? focuses on creative problem solving and down-to-earth emotional management skills for creating stronger customer relationships. Packed with real-world stories from successful companies and skilled service providers, this transformative, eye-opening book provides you with compelling customer service practices and approaches all your customers will appreciate. You ll learn how to:

Create a companywide culture that values compassionate connection with your customers

Turn challenging situations into opportunities to strengthen personal relationships

Form strong bonds with your customers by paying close attention to their needs even when they re not aware of them themselves!

Customize your services to different market segments

Cement unbreakable customer relationships with absolutely anyone!

Featuring self-evaluation checklists, key point summaries, and Q&A sections at the end of each chapter,Who s Your Gladys? leaves behind the academic theory and typical be nice fluff in favor of providing you with keen insight and substantive, do-it-now actions you can use to immediately strengthen your business and grow your customer retention rate. Here you ll find the stories of large and small companies in a variety of industries that have experienced significant sales increases due to their customer care, won industry accolades for superior customer service, and undergone radical transformations that took their customer service to new levels all through winning attitudes and unparalleled commitment.

Who s Your Gladys? reveals how you and your company can make specific, targeted shifts in your methods to consistently provide positive emotional experiences for everyone you come in contact with, simply by valuing long-term relationships, rather than just getting the next dollar. (Of course, an abundance of wealth, stratospheric rankings in your industry, and a higher retention of quality staff are just the happy side effects of focusing on what really matters!)

When times are tough and customer dollars are scarce, it s the companies with exceptional customer service that weather the storm. If you want to keep your customers coming back and happily recommending you to others, now is the time to ramp up your customer service to the highest possible level. Who s Your Gladys? unlocks the mystery behind soothing the savage beast that is your most difficult customer and gives you the tools you need to orchestrate a symphony of great service and delighted customers for a long time to come.

MARILYN SUTTLE is the founder of Suttle Enterprises LLC, through which she has taught thousands of people across the country how to have happier, more productive relationships with customers, coworkers, and their families. She lives in Novi, Michigan.

Advance Praise for Who s Your Gladys?:

This book is destined to be a customer service classic. Marilyn Suttle and Lori Jo Vest share proven ways to attract happy customers and skillfully manage even the most challenging ones. Through inspiring, true stories, they reveal what successful companies know about creating strong emotional connections with customers. After readingWho s Your Gladys?, you will be able to immediately apply what you learn and measure your success so your business can thrive in any economy. If you buy just one book on customer service this year, make it this one. It will change the way you think about customers. Jack Canfield, co-author of the Chicken Soup for the Soul® series

This book is filled with innovative insights sure to provide light bulb moments to even the most experienced customer service provider. Marilyn Suttle and Lori Jo Vest introduce I-can-use-that-today approaches that have the power to turn unhappy customers into lifelong loyals. You ll want to buy a copy for everyone in your company. Read it and reap. Sam Horn, author, Tongue Fu! and POP!

I love this book! Every company leader and front-line staff should read it. Marilyn Suttle and Lori Jo Vest have created an easy-to-follow road map for success by documenting how you can manage the difficult people and stressful situations in your business so that they can help you make more money, gain repeat customers, and stay relevant in any economy. Dr. Tony Alessandra, keynote speaker; author, The NEW Art of Managing People andThe Platinum Rule

Buy this book. It s necessary. If you have competition, you can t afford not to. Roxanne Emmerich, author, Thank God It s Monday! and How to Create a Workplace You and Your Customers Love

Thank goodness for Gladys! In today s customer service deprived world here is a proven set of easy-to-follow ideas guaranteed to help improve your organization. This eye-opening book is sure to be on every business s recommended reading list for years to come! Rick Jakle, owner of radio stations from Chicago to Las Vegas; founding director, First Community Bank, Elgin; Chairman of the Board, Sherman Health Systems

This book is full of valuable lessons from real-life examples one lesson after another. There isn t anyone or any company that can t come away with at least a dozen strategies to implement after reading this book. Shep Hyken, author, The Cult of the Customer