Ultimately, every successful enterprise must attract, serve and win the loyalty of customers by providing worthwhile products and delivering excellent service. Getting and maintaining loyal customers affect an organization’s bottom line more than any ad campaign, marketing program or PR effort. This book is designed to get all managers and employees thinking about the little things that can make all the difference. It’s a quick read — you can finish it in less time than it takes to deal with one customer complaint. And if you put the information within this book into action, you will be able to decrease customer complaints considerably. It’s packed with practical, applicable suggestions that can be put to work immediately, such as how to: -Turn angry customers into lifelong clients -Use a simple gesture to immediately put customers at ease -Listen with more than your ears -Easily give customers more than they expect -Use negative feedback for positive action Managers and staff members alike can use this little manual to avoid the devastating ripple effects that turned-off customers can produce. It will easily show how everyone in a business, large or small, can creatively apply a constant flow of small, customer-centered innovations to create a consistent and persistent strengthening of your customer base. Paul R. Timm, Ph.D., has become one of America’s foremost experts on customer loyalty. He has written 38 books and scores of articles on customer service, human relations, communication and self-management. As an active consultant and trainer, Timm has worked with thousands of people from organizations throughout North America and Europe