Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. One who let's just say it can be difficult. Yet how is it that some businesses prove able t only to satisfy their 'Gladys', but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, Who's Your Gladys? reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. EDITORIAL REVIEWS: From Publishers Weekly: When times are tough, argue entrepreneur Suttle and manager Vest, it's the companies with exceptional customer service that survive. The eponymous Gladys represents the company's hypothetical most challenging client-the one who requires a high level of skill to manage. Using the stories of 10 diverse companies-the Canfield Training Group (of Chicken Soup for the Soul fame), Singapore Airlines, a polyethylene piping product supplier, a spa, an eyeglass distributor and a medical center among them-the authors show companies how to win over Gladys, develop strong client relationships and deliver the superior service that will help them through an ecomic crisis. It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service. It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service. --Publishers Weekly From Corp! Magazine, Detroit, MI: This is a fast-paced and readable book on customer relationship building. The authors are effective communicators on the subject, and the real-life stories make for a solid book on the topic. --Corp! Magazine From Accounting Today: [Who's Your Gladys?] offers plenty of useful advice on turning the people who pay your bills into your biggest fans. --Accounting Today Selected by Customer Service Newsletter as one of the best customer service books of 2009: Who's Your Gladys? offers t only a detailed look at how customer service works at several successful companies, it provides a convenient blueprint for how to examine and benchmark your own customer service operations.
It was a rewarding experience to spend a year interviewing high level CEO's, managers, and empowered front-line staff in preparation for the writing of 'Who's Your Gladys?', say authors Marilyn Suttle and Lori Jo Vest. Suttle and Vest take a down-to-earth, works-in-real-life approach to unlocking the mystery behind customer attraction and retention. MARILYN SUTTLE: Marilyn Suttle is the President of a personal and professional growth training firm, (Suttle Enterprises LLC)through which she has presented training workshops and keynotes to thousands. From customer service to work/life balance, her relationship expertise helps people learn how to talk in ways that gain cooperation, inspire personal excellence, and create connected relationships both at work and at home. Her client list includes Fortune 500 companies, associations, universities, and small to mid-sized companies in advertising, financial and health care industries. Suttle is a Past President of the National Speakers Association, Michigan chapter. She has been mentored by Jack Canfield, and has participated in his Breakthrough to Success training programs since 2004. Marilyn's work/life success coaching helps free leaders from habits that no longer line up with their passions, strengths and desires. Marilyn is an inspirational thought leader who believes that cultivating a successful mindset is critical to success. She places equal emphasis on the continuous learning of communication skills for a happier, more productive life at work, and at home. LORI JO VEST: Since most of her 20-year career has been spent in business-to-business sales positions involving high levels of day-to-day customer contact, Lori has developed extensive expertise in customer service and business development. She currently consults with businesses on methods to enhance their sales and customer service efforts. Her approach to both positions is one of personal connection and long term relationship building. Besides her sales and customer service work, Vest serves as a social media community manager for two national brands, engaging consumers on social channels like Facebook and Twitter to build relationships and loyalty.