“You can’t always get what you want, but if you try real hard,
you might get what you need.”
– The Rolling Stones
Consumers are leaving billions of dollars on the table by not getting their money’s worth when things go wrong, which they inevitably will from time to time. Whether you are dealing with a credit card company, home improvement, auto repair, airline or even a non-profit, you will learn simple steps that will make your money work a lot harder for you by ensuring that organizations you do business with give you what you deserve. Guaranteed.
This book is dedicated to every consumer who puts their trust in a organization – whether it be for profit, non-profit, medical or government agency – by laying down their hard earned money with the expectation of receiving good service, honesty and their money’s worth.
Business leaders, you’ll learn how to use customer service as a secret weapon for driving sustainable growth by taking care of customers better than your competitors.
Does it make you furious when you call a company and are forced to push buttons, make choices and then wait on hold forever only to be connected with someone who can’t help anyways?
Do you tire of calling your credit card company for overdrafts, penalties and late fees that shouldn’t be on your statement? They assume you are guilty until you prove your innocence.
Does it upset you that you have to call to “request” a refund when your cable company has a service interruption? Shouldn’t it be automatic?
Do you find it irritating when you are forced to call a company that has out-sourced their customer service to another country and you simply can’t understand the person?
How do you feel when checking out of a store and you say “thank you” to the clerk and all you hear in return is “yup”, “no problem” or simply nothing at all?
Customer service in the U.S. has deteriorated in the past 30 years and the advent of new technology, such as FAQ’s on an organization’s website, voice recognition on phone systems, ticket kiosks at airports, self-service gas stations, and outsourcing of customer service, has made it worse, not better.
We guarantee that you will save at least two times the cost of this book in the first year alone if you follow the simple steps provided. If not, you get your money back. These steps will make your money work a lot harder for you by ensuring that organizations you do business with will give you what they promised. We’ve saved well over $30,000 using this process.
You will learn the four bad customer service words: “behind”, “should”, “shortly” and “try.” These key words almost always signal that there is trouble ahead for you. Examples:
Unfortunately, he won’t be there today because we’re running behind.
He should have checked that when he fixed your furnace.
I’m hoping that we’ll be able to send that out to you shorty.
I am going to try to find out what happened.
“Negotiate Anything!” is chock full of real world examples explaining what went wrong, what steps were taken to get our money’s worth, lesson’s learned and what the organization should have done.
Here is a preview of what’s inside:
WHY A PRIMER ON CUSTOMER SERVICE? – HELP ME, PLEASE! – GREAT CUSTOMER SERVICE IS ALWAYS IN STYLE – THE FOUR BAD CUSTOMER SERVICE WORDS – THE CUSTOMER SERVICE GOLD STANDARD – THE STING: HOW IT ALL BEGAN – LOSS OF A 25-YEAR LOYAL CUSTOMER – GROUNDED BY THE AIRLINES – DROPPED BY THE WIRELESS COMPANIES – JUST PLAIN DUMB BUSINESS PRACTICES – VACATION MELTDOWN – MEDICAL MISSTEPS – HOME REPAIR – REWARDS. REALLY? – CREDIT CARDS – A LEMON INTO LEMONADE – A RIGHTEOUS NOT-FOR-PROFIT – NOW, GO GET YOUR MONEY’S WORTH!
In 2004, Lynn Wilson co-founded The CareGiver Partnership, along with her husband Tom, as a natural extension of her many years of experience caring for loved ones and providing excellent customer service in the world of retail. Lynn prides herself on offering Personalized AttentionSM to help her customers in any way she and her team can Lynn grew up in Naperville, Illinois, and attended Northern Illinois University and University of Illinois-Chicago, where she majored in marketing and psychology. Now that her children are grown, Lynn enjoys spending two days each week with her granddaughter, helps provide care for her mother, and is raising the next generation of her family, a poodle named Stella.
Along with wife Lynn, Tom Wilson co-founded The CareGiver Partnership in 2004. Tom has 36 years of marketing and executive-level experience building consumer packaged goods businesses with Kimberly-Clark and Colgate-Palmolive. Tom was formerly President of Kimberly-Clark’s global Feminine Care and Adult Care products business segments. An entrepreneur at heart, in his mid-20s he co-founded Wilson Manufacturing Company manufacturing underground coal mining equipment. Later they sold the company to Alco-Standard Corporation. Over 30 years ago, Tom and Lynn began documenting customer service issues they encountered with various companies and organizations. They used these experiences to create The CareGiver Partnership; offering a whole new level of service to caregivers and their loved ones.