Win the Customer, Not the Argument

By Don Gallegos

Book Overview

Don Gallegos is a man on a mission to wipe out poor customer service. And he thinks most people don't even know when the service they receive is bad. In his new book, "Win the Customer, Not the... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0971154244
• ISBN13: 9780971154247
• Release Date: September 2005
• Publisher: Raphel Publishing
• Length: 144 Pages
• Weight: 0.45 lbs.

Customer Reviews

It should be obvious.

There's only one reason that any enterprise is in business: there are customers who want the products or services the company offers. This seems so obvious, but many companies have forgotten their real purpose. Don Gallegos does a masterful job in bringing this purpose back to the forefront. Every chief executive should read this book, then implement the simple strategy with all of the company's employees.

Essential reading for any small businessperson or entrepreneur

I've had the pleasure and advantage of seeing Don Gallegos' presentations at several Sales Professionals USA events over the past couple of years -- and what a treat it is to hear him and to have the honor of meeting him! Don has an exceptionally sharp sense of humor, which he uses to drive home his unique points on customer service. His stories from "in the trenches" are often hilarious, sometimes inspiring, and always on-target. He takes not only the view of the corporate president striving to improve customer service attitudes and practice among his staff, but also that of being the customer himself. "Good customer service is uncommon," he often roars, "and I should know! I'm a customer too, much to my wife's chagrin!" Get this book, and share it with everyone in your business, from top-management down to the line staff -- *especially* with those folks who must deal with your public, your customers, every day! It's an easy, short read, a conversation with Don -- and throughout, you'll be saying: Why didn't I think of it that way?!

Excellent advice--not just for those in the supermarket industry!

Customers can often be a real pain . . . Don Gallegos does not dispute this fact, but the supermarket executive (with over 30 years of experience in the field) tells you that you MUST always remember the fact that "the customer is not always right . . . but she is always your customer." Furthermore, in his excellent WIN THE CUSTOMER, NOT THE ARGUMENT, Gallegos urges readers to remember that even "wrong customers spend money" . . . so the key is to provide folks with the best possible service to keep them coming back to your store. Gallegos presents numerous examples that apply to virtually any business . . . I particularly liked his point about it being important to not show the customer that you are right and she is wrong, but rather to make sure that employees help a customer even if they are sure the customer is wrong . . . that way, it is likely that both the customer and the employee will end up satisfied. There were many interesting tidbits in the book; among them: * Customers would write compliments on these cards as well as complaints. Our system was such that EVERY card, regardless if it was a compliment or complaint, earned a phone call from one of the management teams within the store. * Capital Grill is a restaurant in Denver. When you make a reservation they ask if you are celebrating a special occasion and if there is anything extra you would like while you are at the restaurant. When we go there for dinner, they treat us like guests, not customers. Recently, a guest pulled up in front of their free valet parking and told the parking attendant not to take the car too far because it was low on gas. Guess what--the attendant put gas in the car for the customer. * One day, a woman wanted Albertson's private label mayonnaise (one of our competitors), so our manager went to Albertson's supermarket and purchased a case of their mayonnaise. Then he called the woman, telling her that, from now on, when she wanted a jar of Albertson's private label mayonnaise she would be able to obtain it at his office. He told her that all she had to do was to visit our store and ask the clerk to get the Albertson's mayonnaise for her. "And," he added, "It's cheaper here." If you get this book, you won't be disappointed!