Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan
"It was a rewarding experience to spend a year interviewing high level CEO's, managers, and empowered front-line staff in preparation for the writing of 'Who's Your Gladys?'," say authors Marilyn Suttle and Lori Jo Vest.Suttle and Vest take a down-to-earth, works-in-real-life approach to unlocking the mystery behind customer attraction and retention.MARILYN SUTTLE:  Marilyn Suttle is the President of a personal and professional growth training firm,(Suttle Enterprises LLC)through which she has presented training workshops and keynotes to thousands. From customer service to work/life balance, her relationship expertise helps people learn how to talk in ways that gain cooperation, inspire personal excellence, and create connected relationships both at work and at home.Her client list includes Fortune 500 companies, associations, universities, and small to mid-sized companies in advertising, financial and health care industries. Suttle is a Past President of the National Speakers Association, Michigan chapter. She has been mentored by Jack Canfield, and has participated in his Breakthrough to Success training programs since 2004.Marilyn's work/life success coaching helps free leaders from habits that no longer line up with their passions, strengths and desires.Marilyn is an inspirational thought leader who believes that cultivating a successful mindset is critical to success. She places equal emphasis on the continuous learning of communication skills for a happier, more productive life at work, and at home."LORI JO VEST: Since most of her 20-year career has been spent in business-to-business sales positions involving high levels of day-to-day customer contact, Lori has developed extensive expertise in customer service and business development. She currently consults with businesses on methods to enhance their sales and customer service efforts. Her approach to both positions is one of personal connection and long term relationship building.Besides her sales and customer service work, Vest serves as a social media community manager for two national brands, engaging consumers on social channels like Facebook and Twitter to build relationships and loyalty.