This man is all about customer service...Bill Ford, READ THIS BOOK...

books:

	• You Will Be Satisfied: Ford Motor's Top Salesman Shows You How to Turn Happy Customers into Fanatical ... Bob Tasca, Peter Caldwell Harperbusiness, 1996 - 240 pages average customer review:based on 11 reviews view larger image
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highly recommended

A book that showed us what we should be doing

After the owner of our store read the book all employees read it . Then the owner flew to meet Mr Tasca at his store ,he spent 3 days there, wa sgiven the tour of his store, he spent quite a bit of time meeting with Mr Tasca and his sons talking about his philosophy and way of doing business .What a place !! upon returning we have instatuted The same 7 day return policy that Mr Tasca has as well as putting 3month 3000 mile waranties on our cars.it took some faith in our selves and our business to go all the way but we have and we have not regreted it one bit,, Great Book

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This man is all about customer service...Bill Ford, READ THIS BOOK...

I am currently experiencing poor customer service from my local Ford dealership and from the parent company, Ford of Canada. I won't go into specifics but it involves a warranty claim that is dragging on for almost 4 months now. That said, I read Bob Tasca's book, and I only wish that the current bureaucracy at Ford be locked into a room, be forced to read this book, and then be forced to implement Mr Tasca's methods. The Ford Motor Company is losing a record amount of dollars and it's market share is plummeting, all because of lack of attention to customer service. Indeed, I would state they appear to hold their customers in contempt. "You Will Be Satisfied" is not a book about rocket science; rather, it is a book about common sense and a moral obligation to do the best one can for the customer. Mr Tasca values his customers and will go out of his way to earn their future business. Suffice to say, Ford in 2007 is seemingly doing all it can to alienate it's once loyal customers, and it deserves to be in the dire situation it is now in.

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Good, yet lacking

Most of the book is informative and understandable. However, I wish there was some more statistics and less "trust me" behind the buy versus lease question. Not all lease buyers can write off lease costs, for example.

Bob Tasca You will be satisfied

I'm from Southeastern MA. I've actually met people who Mr. Tasca Sr worked for as a grease mechanic in his youth. And I've seen his church, St Rocco, in Johnston RI. Never met Mr. Tasca nor had the chance to buy from him, although his Ford/Lincoln dealership hours, and how you are threated hold true to the narrative. Folks who know him can vouch he's a stickler for getting things right.

I've practiced the concepts, as much as my employers afforded me to at various occasions . I will tell you some of his decisions are empowering, and do deliver satisfaction. His emphasis on efficiency has a lot to do with deliverying total satisfaction since you can only afford to provide satisfaction if you are efficiency oriented.

As an attestment to his sucess, his new store in Cranston, RI, and his Volvo store in Seekonk, MA are something worth looking into, in stark contrast with other failed Ford franchisees around the area ( I won't mention names in fairness to other franchisees ).

Tony

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The Reason Tasca is a Great Manager

This book opens our eyes. Sure, we feel that we know what we should be doing. Many times we are right in our hunches. Yet, we still do not always do what needs to be done. Instead, out of either laziness or taking the easy road, we fail because it is so easy to do so. Besides, the customer will always walk in the door. Right? As this book reminds us, the customer may never be back. It is in the insight of a professioanl like Tasca that we are reminded of wehat we may already know. Again, our implementation of these rules which he explains simply, we will achieve. Another book I encourage is "Cars and People: How to Put the Two Together."

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reviews: page 1, 2, 3

The world's most effective practitioner of customer service and Ford's leading salesman passes along his philosophies on how anyone can achieve incredible sales volume through unheard-of customer loyalty, by using real-life anecdotes, lessons, and much more. $40,000 ad/promo. Tour.

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