Ultimately, every successful enterprise must attract, serve, and win the loyalty of customers by providing by providing worthwhile products and delivering excellent service. Getting and maintaining loyal customers affect an organization’s bottom line more than and ad campaign, marketing program, or PR effort.

This books is design to get all managers and employees thinking about the little things that can make all the difference. It’s a quick read- you can finish it in less time than its takes to deal with one customer complaint. And if you put the information within this book into action, you will be able to decrease customer compliant considerably. It’s packed with practical, applicable suggestions that can be put to work immediately.