Good Service is Good Business is a clear, simple, common-sense approach to making your company a service leader. Published originally in Australia, this new international edition is filled with simple-to-implement ideas that you can put into practice right away to boost your profits and your reputation. Service is a seven-letter word. These are DeVrye's seven simple strategies for success: Self-esteem: Happy employees yield happy customers. Exceed expectations: Promise good; deliver great. Recover: 96% of dissatisfied customers never complain--they just take their business elsewhere. Vision: Appreciate the long-term value of our customers. Improve: Focus on the little things that mean a lot. Care: It costs five times more to acquire a new customer than to keep an existing one. Empowerment: 70% of complaining customers will buy from you again if you resolve the problem in their favor.