Willie's Way: 6 Secrets for Wooing, Wowing, and Winning Customers and Their Loyalty
Who knew a cabbie could teach you so much about customer service?As a successful professional speaker who travels constantly, Phillip Van Hooser has been in and out of his fair share of cabs. But only one cabbie ever taught him anything about customer service. That cabbie is Willie, and the commonsense wisdom he imparted has become known as Willie's Way.Willie doesn't have an MBA, but he doesn't need one to know that the most critical aspect of salesmanship is a personal relationship with the customer. In fact, people enjoy doing business with people they know and like—and they remember people they like when it's time to do business again. The simple things Willie does to get to know his customers not only leave them happy, but also leave them wanting more of his special brand of service. What kind of business leader wouldn't want his customers to feel the same way?In Willie's Way, Van Hooser reveals Willie's unique brand of personalized service—how he woos customers so that they come back, how he wows them so that they tell their friends, and how he wins their long-term business by exceeding their expectations. Even better, Van Hooser shows how business leaders can apply Willie's techniques to their own enterprises to build long-term customer loyalty.A book unlike any other customer service guide, Willie's Way translates Willie's commonsense wisdom into simple, practical applications. Each chapter looks at one of the six service secrets and explains how and why it works. From listening to customers, to offering them special favors, to making every customer connection memorable, these proven strategies will impress, entice, and win new customers with every interaction.Based on the hard-earned wisdom of someone who spends time with customers every single day, this book offers business leaders a chance to reconnect with the basics of good customer service. But what if your business is doing okay offering the bare minimum of service? That's great! But for those who want to do more business and do it better, there's Willie's Way!