I Was Your Customer: Your Survival Kit for World Class Customer Delight

by Peter Cheales

I never complain...I never grumble at the poor service I get.I'll stand at the cashier's window while she chats with the typist about last night's date.I don't scowl when kept waiting, and if the salesperson who finally wanders over to seewhat I want is impatient or discourteous, I don't complain. I'm very tolerant.When I ask a simple question and get a curt answer, do I call the manager?No, I just tolerate the situation.I like to be nice to people because - well, that's the way I am.I never moan, I never fuss, I never criticize.I'd hate to make a scene like I have seen others do.I think that's just awful.No, I'm a nice customer.But I'll tell you something else I'm the customer who doesn't come back.That's my defence against being pushed around.You don't care? What does one more or less matter?But multiplied...I can ruin any business.That's why I can sit back and laugh when I see you spending all that moneyon advertising to get me back; when you could have kept me in the first placewith a smile, a few kind words, a little service.

184 pages, Paperback

About the author

Peter started out his career on the stage as a professional song-and-dance man. Then to Wits University, where he was awarded the prestigious Sandra van der Merwe Advertising Trophy after graduating from Wits in 1982 with B.A. and M.B.A. degrees.

Consulting, lecturing, and owning Adlab Advertising agency for a decade, until Peter wrote his best selling book, I Was Your Customer in 1994, which launched him onto the professional speaking circuit. Eight editions later, the book still continues to hit the best-selling charts.

Peter is best known for founding Hellopeter.com in 2000. It has become the largest Customer Service website in the World - and perhaps the most powerful directory of Customer Feedback for Companies regarding their Customer Service.