Our book “Who’s Your Gladys? How to Turn Even Your Most Difficult Customer into Your Biggest Fan†hits bookstore shelves, amazon.com and barnesandnoble.com in September of 2009. Published by AMACOM Publishing, it uncovers the vital secrets that thriving companies – small and large – know about customer service. Â
It also introduces Gladys, an actual customer (we’ve changed her name, of course) who appears in the first chapter. As we learned about her during our conversations with the managers of Professional Movers, one of the first companies that we interviewed, she became our poster child. Gladys represents that challenging client that all of us have encountered. Everyone in business has a Gladys or two – a customer or perhaps a co-worker who requires a high level of skill to manage. Your Gladys may be a man, woman or child. Your Gladys may be young or old. When you read our book and this blog, we’d like to invite you to think of your Gladys as someone who can help you grow your business and your customer retention rate.
There’s enough academic theory and “be nice†fluff out there; in our book and with this blog, we bring you substance – proven ways to keep your customers happy (so they don’t become a Gladys) and turn even a hardcore Gladys into your biggest fan.Â
Here you’ll find stories of real customer service, both fabulous and horrific. We’ll analyze what happened, point out the lesson, and tell you how you can apply the learning to improve the customer service at your company or in your personal efforts. Because we believe in promoting positive ideas, we will always mention the company name in entries that are about positive experiences. When we write about bad service, we’ll reference the type of business only. (Though we may send a copy of the blog article to the business owner, to help them improve their service!)
We’d love to hear your ideas, too. Please feel free to email us via the links on this site or to comment with stories of your own. Wishing you happy reading and excellent customer service!
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