You Will Be Satisfied

Written by an auto industry legend, You Will Be Satisfied has been hailed as one of the most valuable guides ever for managers and entrepreneurs. Bob Tasca is the world's most effective practitioner of customer satisfaction and his accomplishments are staggering. His tinyLincoln-Mercury dealership in Seekonk, Massachusetts, is consistently among the world's best in sales volume. He has at times captured 24 percent of his metro market, and 65 percent of his customers regularly return -- triple the loyalty ratio of his competitors.

The key force behind Ford's "Quality is Job 1" initiative, Tasca has trained 165,000 Ford employees and dealers and is credited with influencing an entire generation of products and sales techniques.

In this remarkable book, Tasca reveals the secrets that compel his customers to "buy Tasca" year after year. He presents a model for assessing customer service and a whole new way of thinking about employee compensation. Tasca's lessons are for anyone in a relationship business, from software-company middle managers and bookstore owners to appliance retailers and car salespeople.

BOB TASCA has been in the automobile business for more than fifty years, achieving fame as a recording-setting retailers and as an internationally known designers of high-performance cars. He is also active in his company of Johnston, Rhode Island, helping to spearhead the revitalization of area schools.

Coauthor PETER CALDWELL, who earned his Ph.D. from the University of Connecticut, has taught marketing and corporate strategy for the past dozen years. He lives in Walpole, New Hampshire.