More Advance Praise for Who’s Your Gladys?
‘‘Many companies think they deliver great customer service. This book will re-
mind you that there is a lot to learn. It is filled with great company examples
and strategies you can use immediately. Start reading this and begin a new jour-
ney on creating world class customer service!’’—Lisa Ford, business speaker on
customer issues; author, Exceptional Customer Service
‘‘Who’s Your Gladys? is a powerful and inspiring guide for creating enviable
customer service and lasting relationships with your customers and staff.’’
Stephanie Wolf, CEO, SportsMind
‘‘We have all had ‘Gladyses’ in our lives, and too often we get hooked and react
in a less than positive way. In their book, Marilyn Suttle and Lori Jo Vest have
given us real-life stories and specific action ideas to see both our internal and
external Gladyses as unique human beings, not just as inconveniences to be
tolerated. This is a thought-provoking ‘how-to’ book about creating extraordi-
nary, caring customer experiences wherever your workplace may be!’’—Barbara
Glanz, author, The Simple Truths of Service Inspired by Johnny the Bagger,
CARE Packages for Your Customers, and CARE Packages for the Workplace
‘‘In their new book, Marilyn Suttle and Lori Jo Vest examine the complexities
of the relationship between corporations and consumers. By offering examples
of stumbling blocks and solutions, they break down the barriers between the two
sides and offer practical, humanistic, and attainable ways to make the rela-
tionships win-win. This is an invaluable how-to book for anyone looking to
incorporate successful human interaction into complex business relationships.’’
Raz Ingrasci, President and CEO, Hoffman Institute Foundation
‘‘Powerful and practical tips on creating exemplary customer service in your own
organization.’’—Randy Gage, author, Prosperity Mind
‘‘If you are not reading and applying Suttle and Vest’s book on how to capture
and keep the best customers, you are not growing your business. It is as simple
as that!’’—Thomas J. Winninger, America’s Business Makeover Specialist,
bestselling author, and President, Winninger Family Companies
‘‘Quality customer service defines high-performing organizations, and with this
book, Suttle and Vest take us inside some of the best examples of meeting and
exceeding customer needs. Fun, highly readable and applicable to every business
that desires to serve its customers and grow.’’—Keith A. Pretty, J.D., President
and CEO, Northwood University
‘‘A great story, a great lesson, a great book!’’—Greg Godek, author, 1001 Ways
to Be Romantic
‘‘This book tells engaging stories from the trenches of customer ser vice, every
one offering strategies that you can use to grow your customer service savvy.’’
Ford Saeks, President and CEO, Prime Concepts Group, Inc.
‘‘Excellent customer service goes beyond simple training. In this action-packed
book, Suttle and Vest have dissected proven practices of brand names synony-
mous with customer ser vice. Study each example, internalize the wisdom that
they extract from each, and find ways to apply them in your business and life.’’
Dr. Nido Qubein, President, High Point University; Chairman, Great
Harvest Bread Co.
‘‘Bravo. Sometimes it all comes down to common sense: As customers, we want
to be treated with respect and understanding. In writing Who’s Your Gladys?,
Lori Jo Vest and Marilyn Suttle have reminded us that business is really about
people serving people. In these tough times, the company that can provide an
uplifting and empathetic customer experience will surely differentiate itself—
and win! Buy this book for everyone who touches customers, and more impor-
tant, buy it for your senior management!’’ Christine M. Donohoo, former
Chief Communications Officer and Group Executive Officer for Membership,
AARP and Senior Vice President of Marketing Communications, Bank of
America; President, Donohoo Strategic Advisory
Who’s
Your
Gladys?
How to Turn Even the
Most Difficult Customer Into
Your Biggest Fan
MARILYN SUTTLE and
LORI JO VEST
American Management Association
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Shanghai • Tokyo • Toronto • Washington, D.C.

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