Respond Quickly


Establish parameters on what is timely. If clients have a question and we’re busy and know their question isn’t critical, then we know we can get back to them later. But to them, it’s critical. Scott Sedam, president of TrueNorth Development, says if you allow a customer to go into a weekend with a concern or unanswered question, it’ll screw up the client’s whole weekend. Their myopic view is on that issue. We see it another way. Most customer concerns, in the builder’s opinion, are minor product or process concerns. But to the customer, they’re deeply personal. Wouldn’t you respond quickly to someone you truly Love?

 

Loyalty is Love Reader Survey
Did you enjoy this book? It’s important to me to always take the pulse of my readers, my customers. In that vein, please, over a few minutes, complete this survey about the book.
Why did you choose to read this book? (Select one.)

My company is a leader in customer care.
My company lags in customer care.
To learn more about customer care.
To teach others in my company about customer care.
Other (please provide detailed response).


How likely is it that you would recommend this book to a friend or colleague?
100% guaranteed. Extremely likely. Very likely. Likely. Unlikely. Very unlikely.

CONTENT
What chapter was most helpful? (Select one.)
1
2
3
4
5
6
7
8


What chapter was least helpful? (Select one.)
1
2
3
4
5
6
7
8


What subjects would you like explored further in a follow-up book?
(Select all that apply.)
Links between sales and customer care.
Psychology of the customer.
Expectations mapping programs.
Customer care training programs.
Satisfaction and loyalty survey development.
Employee customer care training.
Other (please provide detailed response).


FORMAT
What best describes the language/writing style? (Select one.)
Straightforward/easy to understand.
Confusing.
Too wordy.
Too much “consultant speak.”


How would you describe the page layouts? (Select one.)
Made content easy to follow/read.
Confusing.
Not helpful to understanding the text.
Difficult to follow/read.


Is there anything that would have made the book easier to read?
No. I like it the way it is.
Yes, if … (select one)
There were fewer related stories in each chapter.
There was only text.
Color photos were used.
The book was in CD format.
The book was in DVD format.
Other (please provide detailed response).


EXPERTISE
How would you rank your company’s level of customer care?
(1 = best; 10 = worst)
1
2
3
4
5
6
7
8
9
10


If you ranked your company anywhere from 6 to 10: Did this book help with ideas to improve your company’s level of customer care?
Yes
No

If no, why not? (Please provide detailed response.)


What consulting services could increase your company’s level of customer care? (Select all that apply.)
Single-day, on-site workshops.
Keynote presentation.
Week-long workshops.
Web simulcasts.
Other services (please provide detailed response).


YOUR INFORMATION
Please complete the following information.
Name
Company Name
Title
Address
City
State ZIP
Email
Phone
Cell

Thanks for reading and for improving the level of customer care everywhere!
Beverly Koehn & Associates | 1000 East Basse Road, Suite 120, San Antonio, TX 78209
Ph: 210-824-3445 | Fax: 210-824-8471 | email: Beverly@bkoehn.com | www.bkoehn.com