Killer Customer Care

Solid instructions, simply put--it's a winning formula that George Colombo has followed to perfection in this book that deserves a place on the bookshelf of any executive charged with turning one-time buyers into long-term customers.Colombo doesn't depend on esoteric formulas or exotic inspiration; everything in this book is based on in-depth knowledge of business as its conducted in the real world. The ideas presented should be Business 101 for building a company, but too many owners and managers neglect the basics until it's too late.If taking orders from occasional buyers is all you want to do, then this book isn't for you. But if you want to build a genuine long-term business relationship with good customers, Colombo's lessons will be useful every step of the way.

Having owned two companies and working in a customer support area before that I can say that is book is full of concepts and tactics that really work. This book is not just about customer service in its classical form, but about all of your interactions with your existing and potential customers. I was amazed at how much George was able to teach me, a seasoned veteran. I pride myself on providing a fabulous customer experience and there are so many things in this book that I had never considered before. A big difference in this book than other business books is the fact you can take bits and pieces of the ideas and integrate them into your business right now. It is not a all-or-nothing approach. I dig it. Worth the time you'll invest in reading. The format is great too. Sidebars make for an entertaining read and show application. Buy it.

I read this book over the week-end and will be changing some things around the company on Monday. I have to compliment the author on crafting a business book that's fun to read. Few people do this. I like the way it's laid-out -- it gives the reader a lot to read without having a text-heavy look. Cool stuff. I'll be saying Delta Principle at every opportunity (MacDonald's "Gourmet Cafe" comes to mind).

You'd think this old topic would be covered in every selling manual that's out there...and it has...but not like this. George Colombo is a "straight to the point" writer, who covers customer care in an updated, easy-to-read, practical book. Considering the experiences I've had recently with major customer service organizations, I'm considering buying copies for their executives and sending them with my complaint letters!

George Colombo is one of those rare business writers whose work invariably is worth a read because he's a guy who thinks out of the box. For real. In this book, Colombo takes a fresh look at customer care -- and think about that. For at least 25 years every company has spouted a customer care mantra but customers still are grumpy, so what's up? The answer is in Colombo's book because he gets readers looking and thinking deeper about what customer service means in the 21st century. Give the book a read. Your customers will thank you.