Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan

  • 4h 2m
  • Lori Jo Vest, Marilyn Suttle
  • 2009

Compelling customer service practices all your customers—even Gladys—will thank you for!

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 not 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. Readers will discover how they can:

  • Create a culture that values compassionate connection with their customers
  • Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships
  • Form strong bonds by paying close attention to people’s needs
  • Customize service to different market segments
  • Cement unbreakable customer relationships with absolutely anyone.

About the Authors

MARILYN SUTTLE (Novi, MI) is the founder of Suttle Enterprises LLC, through which she has taught thousands of people across the country how to have happier, more productive relationships with customers. LORI JO VEST (Troy, MI) has been involved in relationship-based sales and customer service for over 20 years, most recently with television production studio Communicore Visual Communications.

In this Book

  • Who's Your Gladys? — How to Turn Even the Most Difficult Customer into Your Biggest Fan
  • Foreword
  • Introduction
  • Professional Movers — Who’s Your Gladys?
  • The Canfield Companies—Where’s My Refrigerator?
  • Paul Reed Smith Guitars — Starting from Scratch
  • Singapore Airlines—The Tea Service Tells the Story
  • ISCO Industries — A Good Manhole Is Hard to Find
  • The Green Company—Who’s Going Up the Ladder?
  • Preston Wynne Spa — Massaging Egos
  • ClearVision Optical — SurveyMonkey Around
  • Sky Lakes Medical Center — Take, Don’t Tell
  • Communicore Visual Communications — The Happy Challenge
  • A Final Review
  • The Practical Points
  • Recommended ‘‘Who’s Your Gladys?’’ Resources