"Who's Your Gladys?" Press Kit
“Welcome to the press kit for Marilyn Suttle & Lori Jo Vest! Authors of the bestselling books "Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan” and “Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty”
For interviews or other requests, please call 313.909.3062.
Use the menu below for a quick jump to your area of interest!
- The most surprising secrets to creating fierce customer loyalty
- Is social media making or breaking your customer relationships?
- Three things you can do now to keep customers coming back
- What should you stop doing right now if you want to “Tame” Gladys?
- How to GET good customer service
Interview questions with a focus on customer loyalty
Q: What’s the one thing highly success companies have in common that keep customers coming back?
Q: What’s the most surprising secret to creating fierce customer loyalty?
Q: What’s the biggest mistakes leaders can make that stops customer loyalty in its tracks?
Q: What are the three things you can do to have breakthrough success with customers?
Q: What should you stop doing right now if you want to “Tame” Gladys?
Q: How can “making mistakes” become the best thing that you, and the people you work, with do to gain customer loyalty?
Q: What kind of expectations do customers really have?
Q: You talk about consistently improving every customer point of content - What are some phone, email, and chat do’s and don’ts?
Q: What does it take to turn even the most difficult customers and situations into stellar results? What does it take to do that?
Q: How has social media impacted the way businesses handle customer service?
Q: Some people just don't have good people skills. How do you manage that type of employee?
Q: How do you inspire front line staff to care about customers?
Q: Who is Gladys?
Q: How do you know the difference between a “Gladys” and a customer you should fire?
Interview questions with a focus on social media
Q: What are the biggest mistakes companies make that cause customers to take their complaints to social media?
Q: How should companies respond to complaints online?
Q: What are the top social media best practices for engaging customers?
Q: What are some social media do’s and don’ts for forging customer loyalty?
Interview questions with a focus on how to handle tough customers
Q: Who is Gladys and why is she important to professional success?
Q: How do you turn an unhappy customer into a vocal advocate?
Q: What can a front-line staff person or management do to manage their emotions when their buttons are being pushed?
Q: What about those customers who cause so much trouble that they destroy employee morale or put your business at risk? What should a business do about them?
Q: How do you grow the emotion management skills of staff so they can recognize the difference between an Oscar and a Gladys?
Q: In your book, you say that what happens on the inside of a company will eventually show up on the outside – what are you talking about here?
Q: What are some quick tips to get good communication in place within the company?
Q: How do you self-evaluate to make sure you're on the right track with customers and coworkers?
Q: Can you share a few activities that help build customer service awareness?
Q: Do you have one last tip you'd like to share before our listeners?
What it Takes to Create Fierce Customer Loyalty: By the year 2020, customer experience is expected to overtake price and product as the key brand differentiator – according to Customers 2020Report. What’s the most surprising secret to creating fierce customer loyalty? What’s the biggest mistakes leaders can make that stops customer loyalty in its tracks? And what are the three things you can do to have breakthrough success with customers?
Are Today’s Consumers Power Hungry? Consumers are more aware than ever of their power. Research shows they are more demanding, have higher expectations and are more sensitive to service issues than ever before. How did this happen? And how can you serve this new genre of customers to maximize your sales?
How to Deal with Difficult Customers: Everyone has experienced a tough customer, aka a "Gladys." She is prickly, complains frequently and is nearly impossible to satisfy. How can you tame the tough customer and get their undying loyalty and ongoing referrals?
Dealing with Customers in the Digital World: What causes an upset customer to take their complaint to social media platforms like Twitter, YouTube or Facebook? How can you create a friendly experience over chat and other online platforms? What’s the best way to defuse a customer service situation once it’s gotten attention on social media?
The Internal Customer - Why Employees Matter So Much: When you take care of your employees and your coworkers, it's easier for them to serve the customers. Is it true that "what goes on in the inside shows up on the outside?" The concept of the internal customer can take your business to new levels of success.
TV / Video Coverage:
ABC affiliate WXYZ TV News: Financial Survival Series - Nine time guest expert Marilyn Suttle. Sample Segment: Getting Fired: The Warning Signs Marilyn Suttle gives tips for the Financial Survival Series
Hubity Learning Lounge: Les Hewit conducts a 3 video interview with Marilyn Suttle on Extraordinary Customer Service Practices
Jack Canfield’s Livestream Bestseller Blueprint: Marilyn Suttle was one of four bestselling authors interviewed live by Chicken Soup for the Soul founder Jack Canfield, and PR specialist Bill Harrison
Crack the Customer Code Radio: Featured expert sharing tips on this popular business radio show.
Business Innovators Radio: Featured expert sharing tips on creating customer loyalty.
Its All About Relationships with Edie Weinstein: Featured expert on Focused Service.
Voice America - Aldonna Ambler - the Growth Strategist "Culture Driven Growth" with guest Jimmy Marilyn Suttle, author of customer service book, "Who's Your Gladys?" and JimmyKirchdorfer, CEO of ISCO Industries (featured in the book). Hear how ISCO Industries, a Kentucky-based company that supplies polyethylene pipe, has grown from $7 Mil to over $250 Mil in 17 years. Learn how they approach their acquisitions and why they have "no budgets/no entitlements/no jerks" policies. This link is located at number 122 in the archives here: https://itunes.apple.com/us/podcast/the-growth-strategist/id421538916
Million Dollar Mindset with Marla Tabaka – Marilyn share’s tips on dealing with the most challenging of clients
Living Smart & Well Radio Show – Inez Bracey interviews Marilyn Suttle about dealing with difficult customers
Experience Pros Radio - AM 560 KLZ, or online at www.ExperiencePros.com. Marilyn gives tips for creating memorable moments that have customers talking. INTERVIEW LINK: http://www.podfeed.net/episode/Resistance+Conversion+Hiring+and+Coach+Bru+-+Experience+Pros+Radio+Show/3484244
Leading the Way to Success - Blog Talk Radio Interview with Marilyn Suttle and Lori Jo Vest
Solutions Radio - with Robert Bailey
Get More Business / Blog Talk Radio - Interview with Marilyn Suttle and Lori Jo Vest
Dare to Dream Radio with Debbi Dachinger - Marilyn talks about the "Suttle Shifts" that lead to massive results.
Conversations with Charmaine Hammond - Interview with Marilyn Suttle on leadership, business and success.
Charmaine’s Sharpen the Saw series - Marilyn Suttle gives examples for creating connected relationships using simple but profound shifts in the way you think
Rockin Relationships with Connie Benjamin - Marilyn Suttle shares belief-busting strategies for creating long lasting productive relationship in every area of life.
User Friendly Thinking - Blog Talk Radio with John Munsell and Paul Chaney
Anthony Quinones - Your Point of Q
TVPG Radio with Jason Sanders -Get More Business
Customer Experience Radio - Marilyn Suttle gives tips for the Financial Survival Series
Coach Judy Nelson - Blog Talk Radio with Marilyn Suttle and Lori Jo Vest
The Dr. Alvin Augusta Jones Show LIVE! - WCBQ-AM 1340 WHNC-AM 890 - in Oxford, NC. Also heard in Raleigh and Southern VA - Book Cover and Interview on website.
Dresser After Dark - IRN/USA Radio Network Taped -- Interview -- Lori Jo Vest
Right Here Right Now - With Daniel Gutierrez On Voice America
Radio Sandy Springs 1620 AM/"Bold Ventures" -- Interview -- Sandy Springs, GA [Atlanta area]
Newspapers / Magazines / Online:
Fast Company : Featured expert in 7 Secrets of People Who Have It All Together
U.S. News & World Report : Featured expert in 3 Ways to Get Your Customer Service Complaint Resolved
CIO : Featured expert in 12 ways to improve the customer experience for online shoppers
Infusionsoft : Featured expert in 9 Ways to Improve Your Business Relationships
NFIB Protecting the Future of Small Business : Feature expert in How to Say No to Your Customers
The Deseret News, Feature expert in Apocalypse Wow: How end times fascination fuels the entertainment industry
Contact Center World: 4 Things Your Clients Could Be Saying About Your Customer Service - Executive Boutique
Thrive Magazine: Featured expert in How to Master the Art of Complaining
Feminine Entrepreneur Magazine : Marilyn Suttle is featured and on the cover of the August, 2013 issue.
Ladies Home Journal - Feature Article: Gladys in Ladies Home Journal
The Deluxe Knowledge Quarterly - Help for financial professionals on overcoming their most pressing business challenges - The Language of Customer Experience – Suttle/Vest
Network Marketing Magazine : 5 Service Excellence Principles to Propel Your Profits - article by Marilyn Suttle
Los Angeles TIMES: Marilyn Suttle gives tips for "Getting a Hotel to Make It Right"
Sleep Savvy Magazine : article by Marilyn Suttle and Lori Jo Vest-- Circ/Aud: 24,616; "The Service Center" editorial gatefold
Farmington Observer : featured article by Marilyn Suttle -- Farmington, MI; Circ/Aud: 10,747
Retail Customer Experience Magazine : Article by Marilyn Suttle and Lori Jo Vest
Sales & Service Excellence : Article by Marilyn Suttle and Lori Jo Vest
Content That Works : interview with Lori Jo Vest
Accounting Today (circ 32,309) : Review -- "Who's Your Gladys?" offers plenty of useful advice on turning the people who pay your bills into your biggest fans"
WomenEntrepreneur : Article -- Adapted excerpt
Cisco Bizwise Newsletter : Feature
Speaker Magazine: 7 Strategies for Success - Article by Marilyn Suttle
The Tribe Builder : BLAB Interview on How to Handle a Negative Review
Zendesk Webinar – 7 Strategies for Turning Angry Customers into Loyal Fans with Marilyn Suttle and Lori Jo Vest
ChiroHealth USA webinar – How to Manage Unhappy Customers with Finesse
Lorman Webinars – How to Say "No" to a Customer and Keep Them Coming Back and Customer Service Best Practices for Social Media by Marilyn Suttle and Lori Jo Vest
Group Travel Supplier Summit - Calming Gladys: How to Turn Tough Customers into Vocal Advocates Webinar
LearnVest - How to Say No at Work
Society of American Florists - August 2010 Feature Article about "Who's Your Gladys?"
Amazing Service Guy Blog - Guest Posts by Marilyn Suttle
The Detroit News - Customer satisfaction is #1 interview with Marilyn Suttle and Lori Jo Vest mentioning "Who's Your Gladys?"
Portland Business Review - Book review: Who's Your Gladys
Optometric Management – Mention -- Circ/Aud: 33,475; "Practice Pulse"
The Career News Column - Book Review of “Who’s Your Gladys?”
Business Book Review - Book Review of “Who’s Your Gladys?”
Publishers Weekly - review - "It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service."
Point of Contact - Communications Skills Blog - Book Review
Cisco Innovators Forum - Nine guest articles by Marilyn Suttle
Customer Management IQ -- Guest Post
Ausbusiness Review - Marilyn Suttle on Customer Service at the Speed of Change
Carol Roth Blog - Blog Post
Smooth Sale Blog - Blog Post
Down to Business - Excerpt from “Who’s Your Gladys?”
The Optical Vision Site - Blog Post
Scloho's Collective Wisdom - Blog Post "Oh No, Not Her Again!"
Wynne Business Spa Industry Update - CEO Peggy Wynne discusses "Who's Your Gladys?"
Employee Performance and Talent Management Blog – review "Gladys" in the HR Suite: the Emergence of the Hypersensitive Employee?
Yaffee Tidbits - Guest Post by Marilyn Suttle
Learn more about Marilyn Suttle and Lori Jo Vest at:www.WhosYourGladys.com
For author interviews, please contact Gladys Media or call 313.909.3062.
You may reprint quotes and articles from our article bank at http://www.whosyourgladys.com/articles_bank.html
Click beolw For higher resolution images of Marilyn Suttle, Lori Jo Vest and our Book Covers.
Customer Experience / Communication Expert, Trainer and Success Coach: Marilyn Suttle
As the president of Metro-Detroit based personal and professional growth training firm, Suttle Enterprises, Marilyn inspires her clients to the highest levels of personal and professional development.
Using humor and compelling stories Marilyn’s presentations create long-lasting results for her clients, anchoring her material with highly interactive and educational group activities.
As the co-author of the bestselling business book, "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan", “Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty” and the award-winning "Who's Your Gladys?" customer service blog, Marilyn's business trainings focus on creating connected positive relationships with even the most challenging people, with an emphasis on emotion management and self-development.
Marilyn has extensive experience with social media and online conversation management as a community manager, podcaster/speaker, and blogger for Kimberly Clark. Her clients include Fortune 500 companies such as Ford Motor, Pfizer and Visteon, Associations such as the Association for Child Abuse Prevention and the Association of Administrative Professionals, and educational institutions such as the University of Michigan, and Clemson University. She has also provided custom training to small to mid-sized companies in the advertising, financial and health care industries.
She is regularly sourced as an expert in major media outlets, including Ladies Home Journal, U.S News & World Report and Inc. Magazine, to name a few. She has appeared on numerous radio shows across the country, sharing emotion management strategies for creating strong client and team relationships. Her Women in Leadership retreats help accomplished women reach new heights of success and self-fulfillment.
Marilyn is the past President of the National Speakers Association, Michigan chapter, and received "Member of the Year" recognition twice for her contributions. Marilyn has a bachelor's degree from the University of Michigan.
She has been a regular main stage speaker for founder of the Chicken Soup for the Soul Empire Jack Canfield at Train-the-Trainer programs, and empowers her audiences to expand their ability to excel. She lives in Novi, Michigan.
Follow Marilyn Suttle's digital footprint:
Online Course: “The Customer Service Roadmap” online course
Customer Service and Sales Expert Lori Jo Vest
Co-author of the customer service bestseller, “Who’s your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan, and “Taming Glady! The Busy Leader’s Guide to Creating Fierce Customer Loyalty”, Lori Jo Vest has been involved in relationship-based sales and customer service for over 20 years. An Emmy Award winning video producer, she has developed extensive marketing, sales and customer service expertise through her work in business-to-business sales and marketing positions.
Lori consults with mid-sized and second stage businesses on methods to enhance their sales and customer service efforts through one-on-one awareness campaigns, methods for developing personal connection and custom strategies for long-term relationship building.
An Emmy Award winning television producer, she can also help you engage your customers with video programs that get their attention, convey your unique brand attributes, and entertain them so they want to know more.
Lori has been featured in several magazines and websites, including Prevention magazine, Ladies Home Journal Magazine, Kiplingers.com, the MasterCard Small Business website, the “Lowe’s for Pros” publication, and SmallBusinessReview.com.
Follow Lori Jo Vest's digital footprint:
Online Course: “The Customer Service Roadmap” online course
Media Contact: Email Us Here or call 248.752.0460 or 313.909.3062
"It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service."- Publishers Weekly
TITLE: WHO'S YOUR GLADYS?
How to Turn Even the Most Difficult Customer into Your Biggest Fan
AUTHOR: Marilyn Suttle and Lori Jo Vest
BISAC: Business & Economics / Customer Relations
Foreword by Stewart Emery.
Amacom (2009) hardcover
LJV Consulting (2013) paperback
$16.95 new price (240p)
Compelling customer service practices all your customers—even Gladys—will thank you for!
Here she comes: Maybe her name's Gladys, maybe it's Tom, Tiffany, or Niles. But whatever his or her moniker, this person's cranky, irascible presence is bound to send even the best, most dedicated customer service professionals running for cover!
Every company's customer service department has its own "Gladys": someone who's picky, cantankerous, difficult…and seemingly impossible to please. But not only is it possible to please Gladys (and complete an entire transaction involving her without any serious bloodshed), this book shows you how you can transform even Gladys into one of your most loyal, utterly satisfied customers.
Who's Your Gladys? focuses on creative problem solving and down-to-earth emotional management skills for creating stronger customer relationships. Packed with real-world stories from successful companies and skilled service providers, this transformative, eye-opening book provides you with compelling customer service practices and approaches all your customers will appreciate. You'll learn how to:
- - Create a companywide culture that values compassionate connection with your customers
- - Turn challenging situations into opportunities to strengthen personal relationships
- - Form strong bonds with your customers by paying close attention to their needs…even when they're not aware of them themselves!
- - Customize your services to different market segments
- - Cement unbreakable customer relationships…with absolutely anyone!
According to a survey in Retail Week, the recession caused the rise of a "hypersensitive consumer." Shoppers' expectations have risen and poor customer service would result in nearly three quarters of shoppers leaving a store without making a purchase. So what can companies do to reach these new demanding customers? How can they turn even the toughest customers into loyal patrons?
"When times are tough and customer dollars are scarce, it's the companies with exceptional customer service that weather the storm," explains experienced work-life success coach Marilyn Suttle. "If you want to keep customers coming back and happily recommending you to others, now is the time to ramp up your customer service to the highest possible level."
In WHO'S YOUR GLADYS?: How to Turn Even the Most Difficult Customer into Your Biggest Fan (AMACOM), Marilyn Suttle and Lori Jo Vest show readers how to create excellent customer service, from preventing difficult situations to handling the inevitable—with the right amount of delicacy and care to turn the worst into the best.
"This book is destined to be a customer service classic. Marilyn Suttle and Lori Jo Vest share proven ways to attract happy customers and skillfully manage even the most challenging ones. Through inspiring, true stories, they reveal what successful companies know about creating strong emotional connections with customers. After reading Who's Your Gladys?, you will be able to immediately apply what you learn and measure your success so your business can thrive in any economy. If you buy just one book on customer service this year, make it this one. It will change the way you think about customers." — Jack Canfield, co-author of the Chicken Soup for the Soul® series
"This book is filled with innovative insights sure to provide 'light bulb moments' to even the most experienced customer service provider. Marilyn Suttle and Lori Jo Vest introduce 'I-can-use-that-today' approaches that have the power to turn unhappy customers into 'lifelong loyals.' You'll want to buy a copy for everyone in your company. Read it and reap." — Sam Horn, author, Tongue Fu! and POP!
Buy this book. It's necessary. If you have competition, you can't afford not to." — Roxanne Emmerich, author, Thank God It's Monday! and How to Create a Workplace You and Your Customers Love
"Thank goodness for Gladys! In today's customer service deprived world here is a proven set of easy-to-follow ideas guaranteed to help improve your organization. This eye-opening book is sure to be on every business's 'recommended reading list' for years to come!" — Rick Jakle, owner of radio stations from Chicago to Las Vegas; founding director, First Community Bank, Elgin; Chairman of the Board, Sherman Health Systems
"This book is full of valuable lessons from real-life examples—one lesson after another. There isn't anyone or any company that can't come away with at least a dozen strategies to implement after reading this book." — Shep Hyken, author, The Cult of the Customeri>
TAKE A PEEK INSIDE!
Please follow this link to read Chapter 1
For author intervews, please contact Gladys Media or call 248.752.0460.
TITLE: Taming Gladys! : The Busy Leader’s Guide to Creating Fierce Customer Loyalty
AUTHOR: Marilyn Suttle and Lori Jo Vest
Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty is a proven guide to creating lasting customer relationships. It is based on the practices of highly successful organizations that were generous enough to share candid stories and valuable lessons learned.
Companies can make significant improvements from a multi-part customer service course based on our real world findings. Even those with busy schedules and nonstop customer demands can use bite-sized lessons to train their teams in short meetings or through self-study. Taming Gladys is a customer service boot-camp-in-a-book that busy leaders can use to take their service team's skills to the highest levels.
This curriculum was piloted with groups from different types of companies, from a crew of field service technicians to online customer service providers. The material was enhanced based on their feedback.
“Boot camps are about creating solid discipline and learning important fundamentals. Taming Gladys! provides both of these in a fashion that enlists, enlightens and expands the capacity and competence for service excellence.” -Chip R. Bell, Author, Sprinkles: Creating Awesome Experiences Through Innovative Service
“Yay! Gladys is back! I’m so happy the Taming Gladys! book is ready for all those who want to keep using outstanding customer service as their competitive edge. It’s an action-packed, transformation boot camp for serious professionals who want to make a difference. Thank you Marilyn Suttle and Lori Jo Vest for creating a useful, flexible week-by-week guide. If you want to keep your Gladys smiling, buy this book and get started building lasting customer loyalty today.” - JoAnna Brandi, Author of Winning At Customer Retention, 101 Ways to Keep ‘em, Happy, Keep ‘em Loyal and Keep ‘em Coming Back and Building Customer Loyalty: 21 Essential Elements in Action and Chief Inspiration Officer at JoAnna Brandi & Company
“They have done it again! Marilyn Suttle & Lori Jo Vest wrote Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan, rated 5 Stars on Amazon. Now they have put a service excellence boot camp in a book. Taming Gladys! gives you a step-by-step formula to train your team members in the lost art of truly serving others in the way they deserve to be treated, that is, as your most valued asset. Walt Disney often said, ‘Our hosts and hostesses will only treat the guests as well as they are treated and never any better.’ That has been proven, over and over again. This book will help you educate your ‘internal customer,’ so that they take care of your ‘external customer’ or ‘guest’ with excellence. You don’t need this book; you deserve it!” - Dave Gorden, Certified Speaking Professional, Member Speakers Hall of Fame, President of the National Speakers Association 1999-2000 and Co-Author of “The Great Persuaders” & “The Joy Of Adoption”, a Chicken Soup for the Soul Book
TAKE A PEEK INSIDE!
Please follow this link to read Chapter 1
For author intervews, please contact Gladys Media or call 248.752.0460.
We welcome the media to contact us through this site. All others interested in contacting Marilyn Suttle and Lori Jo Vest about their book, presentations, trainings, or retreats, please contact:Marilyn Suttle HERE or Lori Jo Vest HERE or by phone at: 313.909.3062