"Who's Your Gladys?" Reviews & Endorsements
Endorsements Keep Rolling in for Who's Your Gladys?
"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
“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.” ~ Publisher's Weekly
"I love this book! Every company leader and front line staff should read it. Marilyn Suttle and Lori Jo Vest have created an easy to follow road map for success by documenting how you can manage the difficult people and stressful situations in your business so that they can help you make more money, gain repeat customers, and stay relevant in any economy." ~ Dr. Tony Alessandra, Keynote Speaker & Author of The NEW Art of Managing People and The Platinum Rule
"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, Chairman of the Board of Sherman Health Systems, founding director of First Community Bank, Elgin, owner of radio stations from Chicago to Las Vegas.
"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 of Tongue Fu! and POP!
"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 of The Cult of the Customer
"If you are not reading and applying Marilyn and Lori's book on how to capture and keep the best customers you are not growing your business. It is as simple as that!" ~ Thomas J. Winninger, America's Business Make Over Specialist, President of Winninger Family Companies and bestselling author.
"Buy this book. It's necessary. If you have competition, you can't afford not to." ~ Roxanne Emmerich, author of Thank God It's Monday!: How to Create a Workplace You and Your Customers Love
"Excellent customer service goes beyond simple training. In this action-packed book, Suttle and Vest have dissected proven practices of brand names synonymous with customer service. Study each example, internalize the wisdom that they extract from each, and find ways to apply them in your business and life." ~ Dr. Nido Qubein, President, High Point University and Chairman, Great Harvest Bread Co.
"Powerful and practical tips on creating exemplary customer service in your own organization." ~ Randy Gage, Author of Prosperity Mind
"Quality customer service defines high performing organizations and with this book, Suttle and Vest take us inside some of the best examples of meeting and exceeding customer needs. Fun, highly readable and applicable to every business that desires to serve their customers and grow." ~ Keith A. Pretty, J.D., President and CEO, Northwood University
"This book tells engaging stories from the trenches of customer service, every one offering strategies that you can use to grow your customer service savvy." ~ Ford Saeks, President/CEO, Prime Concepts Group, Inc.
"In their new book, Marilyn Suttle and Lori Jo Vest examine the complexities of the relationship between corporations and consumers. By offering examples of stumbling blocks and solutions, they break down the barriers between the two sides and offer practical, humanistic and attainable ways to make the relationships win-win. This is an invaluable how-to book for anyone looking to incorporate successful human interaction into complex business relationships." ~ Raz Ingrasci, President & CEO of the Hoffman Institute Foundation
"Many companies think they deliver great customer service. This book will remind you that there is a lot to learn. It is filled with great company examples and strategies you can use immediately. Start reading this and begin a new journey on creating world class customer service!" ~ Lisa Ford, Author of Exceptional Customer Service, and Business Speaker on Customer Issues
"We have all had Gladyses in our lives and too often we get hooked and react in a less then positive way. In their book Marilyn and Lori have given us real life stories and specific action ideas to see both our internal and external 'Gladys' as unique human beings, not just as an inconvenience to be tolerated. From the foundation of a culture of caring, the organizations they write about have developed easily adaptable strategies and techniques to serve their customers in ways that make them feel special. This is a thought-provoking, "how-to" book about creating extraordinary, caring customer EXPERIENCES wherever your workplace may be!" ~ Barbara Glanz, Professional Speaker and Author of The Simple Truths of Service Inspired by Johnny the Bagger ,CARE Packages for Your Customers, and CARE Packages for the Workplace.
"Bravo. Sometimes it all comes down to common sense: as customers, we want to be treated with respect and understanding. In writing "Who's Your Gladys", Lori Jo Vest and Marilyn Suttle have reminded us that business is really about people serving people. In these tough times, the company that can provide an uplifting and empathetic customer experience will surely differentiate itself and win! Buy this book for everyone who touches customers, and more important, buy it for your senior management!" ~ Christine M. Donohoo, President, Donohoo Strategic Advisory, former Chief Communications Officer and Group Executive Officer for Membership, AARP
"Who's Your Gladys?" is a powerful and inspiring guide for creating enviable customer service and lasting relationships with your customers and staff."~ Stephanie Wolf,CEO, SportsMind
"A great story, a great lesson, a great book!" ~ Greg Godek, author of 1001 Ways to be Romantic and How to be Mildly Brilliant