Think For Your Customer | 
 enlarge | Authors: John Stanley, Linda Stanley
Publisher: Lizardpublishing.Biz
Category: Book
List Price: $15.95
Buy New: $8.40
You Save: $7.55 (47%)
New (11) Used (4) from $7.45
Rating:  1 reviews
Sales Rank: 2674539
Media: Paperback
Pages: 124
Number Of Items: 1
Shipping Weight (lbs): 0.3
Dimensions (in): 8.2 x 5.7 x 0.5
ISBN: 0975011812
Dewey Decimal Number: 658
EAN: 9780975011812
ASIN: 0975011812
Publication Date: September 27, 2005
Availability: Usually ships in 1-2 business days
Condition: New
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| Editorial Reviews:
Product Description
In a series of nine chapters, the Stanley's build a framework to a successful retail operation by explaining the importance of creating a successful relationship with customers. At the end of each chapter, they have included a three-point course-of-action and room to construct an individual battle plan for a particular business. While the Stanley's are clearly passionate about their views, they have written the book in a folksy, conversationalist manner. It tells an uncomplicated message that, in many respects, is just good old-fashioned common sense. The book is based on sound logic, underpinned by the Stanley's vast depth of knowledge, and most small business people will find benefit in the dozens of suggestions and advice tips. It explores a lot of the myths surrounding the retail industry and also deals with the changing world where new technologies are occurring every day. "It's a time of change and in times of change leaders emerge and show us the way forward," the Stanley's write. "Your role is to be one of these leaders." There can be no doubting Stanley's leadership qualities in the retail consultancy field. He has been talking and writing about it all over world for more than 25 years, and he is now a much sought after speaker across Europe, Australasia, the Americas and South Africa. With this depth of experience and knowledge, Stanley and his wife Linda write with authority. And yet, theirs is a simple message your business will improve if it lifts the standard of its customer service.
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| Customer Reviews:
A tool to empower your team December 17, 2007
Jurek Leon (Perth, Western Australia)
There are many, many books on customer service and this certainly isn't the best. But it is topical and it is one of the few I have come across that you can give to your staff with some confidence that they will read it. And that's usually the challenge for most managers, finding information in an easily digestible form that is interesting, entertaining and applicable for your team.
As the author says early in the book, "Before you start thinking for your customers you have to get your team to think for your customers. The answer is not for you to do the thinking, but for the team to do the thinking."
He goes on to say that as a manager you need to empower your team members so that they have the confidence to think for your customers and to act on those thoughts.
This book will certainly help you do that. There are short chapters with lots of sub-headings, so it can be read in small bite sized chunks (which is why I said earlier that it is easily digestible - boom, boom!). It is written in a friendly, conversational style and every three or four pages there are boxes with interesting snippets to keep the focus of people more used to glancing through magazines than reading books.
I'd recommend you get enough copies of this book for your frontline team members, supply them with a highlighter pen each and tell them to `abuse their books!' What I mean by this is, they are to read a chapter and highlight any points worth debating or considering for their roles and for your organisation. Then hold a meeting to discuss this. At the conclusion of each chapter there is a section for them to write in 3 action steps. This prompts the reader to use it as a tool for customer service improvement in your organisation.
A word of warning. The book uses a lot of retail examples and terminology so if you aren't in retail or a related service industry it may not go down well with your staff. This is particularly the case with people who have no selling function related to their customer service role. In fact, I'm surprised that two of the nine chapters are allocated to selling as I feel these are the weakest chapters in the book.
In summary, it's a good little book that is easy to read with plenty of points that can be raised and debated with your frontline team, making it a useful tool to raise awareness and service levels in your organisation.
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