Customer Satisfaction is Worthless Customer Loyalty is Priceless by Jeffery Gitomer

by Josh Cannedy
(Springdale, Ar, USA)

When my boss passed out this book, I chuckled and thought to myself, why should I have to read this book, my customer relation skills are great. In this book Jeffery Gitomer changed my perspective on how I should treat my customers to keep them coming back, again, and again.

Working the HVAC wholesale industry, I come in contact with customers daily. Being t the current economy is how it is now days, it seems like customer loyalty isn’t there anymore. I find some of my regular customers shopping around on a daily basis looking for the cheapest price. Since I have read this book I have been working hard not only to satisfy my customers, but turn them into loyal customers. In the first chapter of the book Jeffery Gitomer brings out a great point. He states, “The president, CEO, or owner of your company does not pay you, it’s your customer that pays you.” “Your kids eat because customers buy, if your customers don’t buy, your kids don’t eat.” That statement by Gitomer is absolutely true. It has made me think about the areas I need to work on to change my customers to “loyal customers”. This book as taught me that positive attitude is everything, I work on this everyday, and to be honest with you it works. I have managed to turn a few not so loyal customers, into loyal customer within a few months.

I would recommend this book to anyone that deals with customer relations on a daily basis. It is an easy read. You can actually read it in one setting if you have the time. I can tell you that it will change your perspective on how customers should be treated and if you follow what Gitomer says, you will change your current not so loyal customers to everyday true and loyal customers.