Book Recommendation
Posted by Traveling Salesman at 5/4/2008 7:02 PM and is filed under uncategorized 
I like to check out other fastener related sites and on Mike McGuire's AFJ online site I saw where he recommended a book that he thought would be useful to fastener distributors. Stealing his idea (the highest form of flattery), I would like to also recommend a book that I think is terrific for anyone in sales or any sales organization (which, if you do not yet realize it, is EVERY company - because without sales you got nuthin').
The book is "Customer Satisfaction is Worthless - Customer Loyalty is Priceless" by Jeffrey Gitomer. As the title suggests, when you buy a product or service, certainly you expect to be satisfied. You give someone some money and, in turn, they give you a product and, provided the product works as you expect it to, you are even. You are satisfied. You are neither high or low on the whole experience. You got what you expected -- you are satisified. But, to have customers come back you need them to be more than satified.
I do not need to read the book to you here. You should go get it and read it yourself. I did buy a copy for the sales manager of a company I represent and, after reading it, he bought copies of it for the managers of every department in the company. Now I see where his company has posted signs around the building based on comments from the book.
One of my favorite parts of the book is when Gitomer compares the statement "It is our policy.." to basically telling the customer "Up Yours". "Sorry, but it is our policy...to piss off everyone." Another favorite is when he tells you to put "Grandma" at the end of each statement you are willing to tell your customers.
"Sorry, we cannot get out that shipment today, Grandma"
"Your order is for $97 and our minimum order is $100, Grandma".
"Can I tell him what this is in reference to...Grandma".
"It is our policy, Grandma".
You get the picture. It really is a good book and even better if you are self examining your company's customer service. Because, just in case you didn't know.........there is an awful lot of bad customer service in our industry.
The book is "Customer Satisfaction is Worthless - Customer Loyalty is Priceless" by Jeffrey Gitomer. As the title suggests, when you buy a product or service, certainly you expect to be satisfied. You give someone some money and, in turn, they give you a product and, provided the product works as you expect it to, you are even. You are satisfied. You are neither high or low on the whole experience. You got what you expected -- you are satisified. But, to have customers come back you need them to be more than satified.
I do not need to read the book to you here. You should go get it and read it yourself. I did buy a copy for the sales manager of a company I represent and, after reading it, he bought copies of it for the managers of every department in the company. Now I see where his company has posted signs around the building based on comments from the book.
One of my favorite parts of the book is when Gitomer compares the statement "It is our policy.." to basically telling the customer "Up Yours". "Sorry, but it is our policy...to piss off everyone." Another favorite is when he tells you to put "Grandma" at the end of each statement you are willing to tell your customers.
"Sorry, we cannot get out that shipment today, Grandma"
"Your order is for $97 and our minimum order is $100, Grandma".
"Can I tell him what this is in reference to...Grandma".
"It is our policy, Grandma".
You get the picture. It really is a good book and even better if you are self examining your company's customer service. Because, just in case you didn't know.........there is an awful lot of bad customer service in our industry.
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