Customers Love ‘Em or Lose ‘Em

Statistics show that after only two negative incidents at any place of business you're likely to shop elsewhere.

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That's not a lot of wiggle room. Think of it as "two strikes and you're out. In a survey of more than 2, consumers in the U. S and the U. A restaurant refusing to accept a two-for-one lunch coupon, citing all sorts of extra requirements that were not listed on the coupon. A retail store refusing to give a refund on a cheaply made toy, saying "that's the quality you get for that price.

A customer service rep on the telephone saying "I'm sorry, there is no supervisor for you to talk to.

Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay | HuffPost

Results from another survey, this one polling 1, U. More than 75 percent said they would hang up after waiting on hold for longer than five minutes. More than 80 percent would rather visit the dentist, pay their taxes, or sit in a traffic jam than deal with an unhelpful representative. With statistics like this, it's pretty obvious that anyone having direct contact with customers should be trained on how to bathe their patrons with good service and an attitude of appreciation. The down economy is all the more reason for going over and above in this arena.

Love 'Em or Lose 'Em: Getting Good People to Stay

I concur as I moved on when I had a bad boss. I got this book via Interlibrary Loan since my own library did not have it. I think I saw the title in some article I read. Anyways, it is a pretty quick read. Actually, for managers, it is a book that lends itself to skipping around. I have always had an interest in the issue of retention in the workplace.

In librarianship, I don't think the higher-ups do enough, and it is often the case that to advance one has to move someplace else. The book is organized in chapters, and each chapter gives a I got this book via Interlibrary Loan since my own library did not have it. The book is organized in chapters, and each chapter gives a technique to focus on. Each chapter has lists, prompt questions, and examples to help the managers implement the ideas. One does not have to do everything in the book, but if more managers implemented at least one or two of the ideas here, a lot of workplaces would be better off.

For workers, this book also gives food for thought, as it may lead workers to ask what is working for them, what makes them stay, and what may get them going someplace else. Excellent book with practical applications. This is a manual that will convert "soft skills" into conversations focused on retention and engagement to get to most out of your talent and you. The strategies are very specific, with verbiage to use, guidance on how to respond to challenges, surveys, etc. Modify the guidelines to fit your personality and business needs What is the e Excellent book with practical applications.

Modify the guidelines to fit your personality and business needs What is the end result? All strategies are quick and easily implemented. You can use one strategy or all. This is a great book for any person that manages people. What an important time for people managers to proactively energize, engage and retain their team. Many, many easy to apply ideas that really work! Bev's writing style is enthusiastic, clever, practical and she brings a good sense of depth and stewardship to helping people be engaged and to perform at their best.

This is a great ready reference job aid.

Very redundant chapters, but continued to read further in hopes it would improve. The last straw was chapter eight, where the authors suggested placing a copy of the book on top of the table at my next job interview.

Customers: love 'em or lose 'em

Great concept--support the success of your high performers and really reward them--but bland execution. Pretty obvious stuff, really. Praise people, give them freedom, and make sure you're clear about what they are supposed to do. I was reading this to help with a project at work. A friend who Manages a group of peers suggested it and loaned it to me. Since I do not manage anyone but was reading for insight into a project for career management, I found it very helpful.

Got it at a management team-building event in , and keep going back to it over and over. Well written insightful book on handling employee relationships. Especially good for us scientific types that are not so much into the touchy-feely stuff. May 20, Chad Young rated it liked it. An overview of what I consider the basics of office relationships, management and employee motivation.

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But it's always good to be reminded of the basics. I thought this was a great book for managers who are trying to retain their team members. Don't read the other editions! The 4th edition is the best! Excellent companion book to the book by the authors titled "Love it, Don't Leave it," uses the same A-Z format to give employers practical advice on how to get good employees to stay. A book for managers! I should have finished reading this a long time ago Chapter 8 has some very good advice!

Feb 25, Suzanne rated it it was amazing Shelves: Apr 08, Laura rated it really liked it. A quick, practical read. Mar 08, Ang rated it really liked it. I have literally nothing to compare this to, as I am a newbie to management literature. But it seemed pretty awesome to me. Think about your own experiences as a customer or client. What experiences really impressed you?

When you consider experiences you had that weren't so great, what would you have done differently to remedy the situation? Then, set goals to get your systems and staff in alignment with this big picture experience.

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7. love-em-or-lose-em-getting-good-people-to-stay-pdf.

As you set goals, remember that there is a difference between perfection and excellence. You may be tempted to strive for perfection - but I want you strive for excellence.

1. Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay.
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3. ;
4. Los amores de la presidenta (Spanish Edition).

Edwin Bliss, author of Getting Things Done, says, "The pursuit of excellence is gratifying and healthy. The pursuit of perfection is frustrating, neurotic, and a terrible waste of time. Leverage the little things. The little things you do are the big things to your clients, so leverage them to create raving fans.

For example, send welcome notes, birthday cards, and anniversary cards. Implement a hour response policy and offer perks and bonuses. One of the "little things" that can make a big difference to your clients is a willingness to admit you made a mistake.