Bob Tasca is the world's most effective practitioner of customer service, and his accomplishments are staggering. His tiny Lincoln-Mercury dealership in Rhode Island is consistently among the world's best in sales volume, prompting competitors to visit in droves to observe "the genius" in action. Tasca has at times achieved the unheard-of feat of capturing 24 percent of his metro market (meaning that one in every four car buyers "drives Tasca"), and he regularly sees 65 percent of his customers return, tripling the loyalty ratio of his competitors. His service department is considered the world's most efficient - sometimes described by awestruck observers as resembling six Indy 500 pit crews working in concert - and his guesses about which inventory is likely to sell seem touched with clairvoyance.Now, for the first time, Tasca explains in fascinating detail how to win customer loyalty, revealing the secrets that compel his customers to "buy Tasca" year after year - literally until death (or debt) forces them to part. He presents a whole new model for thinking about compensating co-workers and several new models for measuring whether customers are getting what they truly want. Equally applicable for a software company middle manager, bookstore owner, or appliance retailer (indeed, anyone in a relationship business), Tasca's pithy insights and bulleted lessons will, if assiduously applied, quickly result in sales dominance. Read Less