Customers Love ‘Em or Lose ‘Em

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. In fact, research appearing in the California Management Review indicates that treating customers "adequately" is not enough to keep them anymore. Amazingly, satisfied customers will return to do business with you 28 percent of the time, but delighted customers will return 85 percent of the time.

With those kinds of statistics it only makes sense to provide outstanding customer service! What follows are five helpful hints that can be adapted by any organization to help improve customer service. Helpful Hint 1 Whenever possible, learn the names of your customers and use their name when talking with them. Helpful Hint 2 Be cheerful.

See a Problem?

If someone is bringing you a complaint, act as though it is the most serious grievance and set everything else aside to resolve it as quickly as possible. Be sure to apologize! Helpful Hint 3 Be prompt in all matters. In today's world, even microwave ovens and 3G smartphones are considered slow. Amazingly, slow service or response is one of the biggest complaints in the customer service realm, and yet it's one of the easiest problems to resolve.

Therefore, get on every service opportunity as fast as possible. Helpful Hint 4 Get specific by asking "how can I help you? Remember that your customer may not know exactly what your action should be, but they know what results they want. And with so many surveys reporting that employees are unhappy and not working up to their full potential, engagement is a second serious and costly issue.

Its message is truly one that spans continents and cultures. Paperback , pages. Published January 6th by Berrett-Koehler Publishers first published To see what your friends thought of this book, please sign up. To ask other readers questions about Love 'Em or Lose 'Em , please sign up. Lists with This Book. This book is not yet featured on Listopia.

That was my intent, but I was rewarded with a deeper level of insight than expected cemented with memorable key factors. Since the book is predicated on 26 strategies, it makes sense that the authors use alliteration to represent each of the strategies. From A — Ask to Z — Zenith, each chapter describes the context of the strategy, tells a story explaining how this strategy was used, then follows up with a simple, short action items list and a bottom line summary.

The authors use a unique treatment of topic mapping that give veritable memory reinforcements throughout the book in an easy to follow, and fun to read style. The chapter L — Linking describes the purpose and value in creating connections. The premise is employees need to feel that they are connected within your organization through links to people, purpose, or profession.

For each category, suggestions are made on how links are established and strengthened with a section on teaching them to link.

Appropriately named X — Xers and others: Each age group is discussed with commonalities often attributed to each, but with recognition that these are assumed generalizations. Adding value and interest to the book are interspersed self-assessment questionnaires. One of my favorites: What is a Jerk? The reader is prompted to rate themselves on a scale of 0 to 5 on 50 behaviors such as: Humiliate and embarrass others, Interrupt constantly, Demand perfection, and Steal credit or the spotlight from others. The Run the Numbers assessment asks the reader to state a dollar amount for the cost of replacing an employee.

Among the costs listed are Ads, Referral Bonuses, Work put on hold until replacement is on board, Overload on team — including overtime during selection process, and that is only a few of the costs to replace a good employee. Getting Good People to Stay is an excellent resource to have in your toolbox as a manager of one person or I was given a copy of this book.

Jan 21, John E. Yeah … another book about engaging and retaining good employees.

1. Wingman.
2. Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay | HuffPost.
3. ;
4. La Mèche de Guerre des Mac Donald - T1 : la révolution jacobite (La Mèche de Mèche de Guerre des Mac Donald) (French Edition).
5. Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay.

Then you receive a general overview of what your aggregate scores means. Nothing really new here, but good information. The real value is when you are directed to go to the page which corresponds with your lowest scores. In my own defense, I was thinking about encouraging employees to speak up for themselves by creating a safe space. I expect to see certain citations and topics in the organization of the book. You get some sense of the sources from chapter headings in many books, although not this one. I was pleasantly surprised to see a large amount of research cited from leadership, management, human behavior, and popular culture.

The background materials upon which the authors base this book are broad and they go deep. True Confession time … I did not read any of the four previous versions of this book. However, I have read, enjoyed, and shared other books co-authored by each of these folks. In addition to updating and revising all information for the fifth edition, the authors have included more international stories and statistics. Available January on Amazon and in bookstores everywhere! I received a copy of this book for review in conjunction with their launch.

About The Author

This is an interesting, engaging, and extremely useful book about what managers should be doing to retain their talented employees. It has 26 techniques for managers to practice, each starting with a different letter of the alphabet, and while that tactic is a little hokey and some of the categories overlap a bit, it actually serves pretty well.

The topics are easy to read and there are many stories about the principles in action. As an engineer I find this topic interesting because I often focus This is an interesting, engaging, and extremely useful book about what managers should be doing to retain their talented employees. As an engineer I find this topic interesting because I often focus on avoiding failure, in this case when a talented person leaves a company. The funny thing is I don't think company managers calculate what this cost is this is one of the principles in the book , and would be astonished to see how much they really lose when they don't retain good employees in terms of recruiting, hiring, training, and intangibles like lost productivity and opportunities.

They would almost certainly work harder to retain them.

I first read this in around and I saw it on my bookshelf so decided it was time to get it back out. I really like how the authors break down ideas for engagement and retention, and have ordered them into 26 groups A-Z. This makes it one of those books you don't need to read cover to cover.

• Love 'Em or Lose 'Em: Getting Good People to Stay by Beverly Kaye!
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• NSCAs Guide to Tests and Assessments (Science of Strength and Conditioning).
• Aliénor, linsoumise (LITT.GENERALE) (French Edition)?
• Summary: Voices of American Muslims: Review and Analysis of Linda Brandi Cateuras Book?

You can pick what your biggest issue is and it will give you the relevant section for that. This is a book anyone in a leadership role should have on their desk. Actually being able to do a workshop would I first read this in around and I saw it on my bookshelf so decided it was time to get it back out. Actually being able to do a workshop would be ideal, but despite my enquiries to their Company I haven't had a response so I can only assume these are unavailable or maybe only available in the US Oct 06, Christy rated it liked it Shelves: Okay, interesting suggestions, but this, too, is quite repetitive.



• La Noche del Grial (Spanish Edition).
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• love-em-or-lose-em-getting-good-people-to-stay-pdf.
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Sep 25, Debra rated it really liked it. Excellent information for wanna be or new leaders Jul 13, Lana rated it really liked it. Great scenarios and advice to reframe your thinking and influence management regarding engagement and retention.

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

This book is a 3. The chapters are easy to read. It's nice that they keep repeating concepts in different applicable ways. The questions they provide managers to think about and ask are helpful. The examples and anecdotes are also helpful. For those who have never managed people, been in HR or had people indirectly reporting to them, this is a good book to read.

For those who have managed before and are running into issues, this is a good book to provide refresher tips. In addition This book is a 3. In addition, it helps to provide proactive steps to keep your star players. What I liked is that in this book, it doesn't say to keep everyone.

It's really to keep the ones who have potential, deliver and those that are engaged. Maintaining the status quo is not a message this book preaches. Basically, money doesn't solve everything and a bad boss is a top reason why people leave. 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.