|| From the Manager's Bookshelf|
Book Title: Indispensable: How to Become The Company That Your Customers Can't Live Without
Author: Joe Calloway
Year Published: 2005
Helpful to: Veterinarians/Owners/Managers/Administrators/Staff
Brief Review: Intense business competition has made many products and services interchangeable, and made price the ultimate determinant for consumers. When customers know they can get the same product at a lower price from someone else, they will. That is, unless you give them something they can't get anywhere else. Indispensable shows businesses how to break out of the commodity trap and create customer loyalty that overcomes the power of pricing.
Reviewers Comments: I found Mr. Calloway's book to be the perfect remedy for finding new ways to teach "value of service" to her support staff. Mr. Calloway is straightforward, with no-nonsense examples from outside the veterinary industry. The book outlines the Five Drivers of success that are key to becoming indispensable. With uncertain economic times ahead of us, I found Mr. Calloway's book to be indispensable. Brenda Tassava, CVPM
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