Who Read It:
Patrick Carroll (also read by the entire PCR Team). This book is required reading for all new PCR Team members.
Why Pat Liked it:
Customers for Life outlines the approach to customer service taken by auto dealership owner, Carl Sewell. The principles detailed in this book are what helped him build his dealership into a near $1 billion business.
In my opinion, this is a MUST READ for any business owner who provides a service to customers. Each time I have a bad customer service experience I want to hand this book to the owner of the business to show how a customer should be treated.
This was one of the books I read very early on in my career and I am very glad that I found it. Taking Sewell’s approach to customer service has been huge for PCR. I particularly loved that following each chapter in this book is a checklist that you can apply to your business.
This book is required reading for all new employees at PCR as it really illustrates how we want to approach customer service. Reading this book also helps employees move past some of the poor practices that may have been learned at prior jobs.