If It Wasn't For Customers...

About the Book

If It Wasn't For Customers... is the first and eagerly awaited book from Lee Grant & Ralph Letheren all about how to Perfect The Customer Experience. It is the result of over 30 years combined experience of customers' buying patterns and habits. This book provides the reader with:

• Simple yet powerful activities to improve the experience of both customer and service provider
• The 22 questions every organisation should ask itself in order to provide outstanding customer service
• The Five Foundation Principles and Six Key Practices of customer focussed organisations

It also includes a complete sixteen step process to help organisations and individuals Perfect the Customer Experience and increase the bottom line.

If It Wasn't For Customers... plays a vital role in the crusade for Perfecting the Customer Experience and is a welcome addition to the tools used by today's organisations in providing outstanding Customer Service. The book explains how low-cost / no-cost activities and attitudes can transform ordinary organisations into EXTRAordinary organisations by doing just a little EXTRA. It explains how those little "extras" can be the difference between making a sale and not making a sale, between gaining referrals and repeat customers or not.

The authors explain that how a customer feels during and after any interaction with an organisation is the key to providing outstanding customer service. They also show how organisations that work towards helping the customer have a postive experience will remain in front of their competition.

As the preface to the book states:

By making simple, cost-effective, yet powerful changes in your own area of influence you can make a tremendous difference to your business, organisation or team. You will enjoy your work more, you will gain more customers and you will increase the bottom line of your business.

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About the Author

Lee and Ralph have worked together for over eight years. If It Wasn't For CustomersÉ is their first and eagerly awaited book about Perfecting the Customer Experience. This book is the result of over 30 years combined experience of customers' buying patterns and habits. If It Wasn't For CustomersÉ provides the reader with simple yet powerful activities any organisation and individual can perform to improve the experience of both customer and service provider.

Lee and Ralph have spent many years working for and with major UK Blue Chip organisations. Between them they have a number of years experience both in mentoring and developing small and medium sized businesses across the UK and overseeing the running of a busy Customer Service Department.

Their mission is to help organisations and individuals achieve Perpetual Excellence in the world of Customer Service.