Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan

by Marilyn Suttle, Lori Jo Vest

Discusses how to satisfy difficult customers and develop their loyalty during a tough economy, using case studies of ten companies with noteworthy customer service success.

Genres: Nonfiction, Business

224 pages, Hardcover

First published August 1, 2009

About the author

Marilyn Suttle helps transform the communication and success strategies in people's work and person lives. She helps create engaged customer-focused cultures at work, and shares"Suttle" Shifts for breakthrough results in her keynote speeches. She is the President of Suttle Enterprises LLC, a personal and professional growth training firm, through which she has presented training workshops and keynotes to thousands across the country.

Her client list includes Fortune 500 companies such as Ford Motor Company, Dana Incorporated, Pfizer Corporation, and Visteon; associations such as the American Cancer Society and the Association of Realtors; educational institutions like the University of Michigan; and small to mid-sized companies in advertising, financial and health care industries.

Suttle is a past Chapter President of the National Speakers Association. A Keynoter, and certified trainer, she has spoken on Jack Canfield's Train-the-Trainer Stages to large multi-cultural audiences. She loves working with Global Sales Teams to gain mastery of Composure Under Pressure for outstanding team and customer relationships.


Suttle is the coauthor of "Who's Your Gladys?" and "Taming Gladys!" A Media Pro, her advice was seen on ABC and Fox TV news, Psychology Today, US News & World Report, Forbes, FastCompany, Corp Magazine, Inc. Magazine, and Ladies Home Journal to name a few. She lives in Michigan.

Blog: www.whosyourgladys.com/blog
Web: www.marilynsuttle.com

Twitter: www.twitter.com/marilynsuttle

FB fan page: www.facebook.com/whosyourgladys

Online Press Kit:
http://www.whosyourgladys.com/press.html

Linkedin: http://www.linkedin.com/in/marilynsuttle

Reviews

[Kara · Rating 5 out of 5]

Very insightful and well-organized.

[Marilyn Suttle · Rating 5 out of 5]

Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. One who let's just say it can be difficult. Yet how is it that some businesses prove able not only to satisfy their 'Gladys', but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, "Who's Your Gladys?" reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place.

See our "Who's Your Gladys?" videos on youtube too at: www.youtube.com/whosyourgladys

[Alissa · Rating 5 out of 5]

This is an excellent book on customer service. I loved the format: case studies of companies, followed by the key points (repetition always helps) and then a Q & A section at the end. The set up made the book easy to skim, but also a quick and accessible read. Also, I loved how it's a training tool. I can easily imagine using this with my staff (going over a chapter a month) to reinforce customer service and take the lessons from the examples and apply them to our business.

[Mary Jane]

Great book for anybody wanted to know how to tune into or turn around a less than pleasant customer. How to's galore.

[Carol · Rating 4 out of 5]

I am a bit behind since this was supposed to be my second quarter work related book. I liked it a lot and found myself doing a lot of nodding and wanting to mark key points. I know exactly who our Gladyses are and think this book provides a lot of real techniques to implement.

[Traci · Rating 4 out of 5]

Reading for work, but actually applies to every day situations (teachers, volunteers, etc). Repetitive but I like the inside view into company customer service philosophies and seeing what really works.

[Kara · Rating 5 out of 5]

Very insightful and well-organized.

[Sara · Rating 2 out of 5]

Had to read it for work otherwise I wouldn't have read it.