Beverly Koehn's latest book, Loyalty is Love: How to Hold Clients Close for Life, coaches homebuilders, remodelers, and industry associates on engineering the ideal customer experience. In this book, you'll obtain: tools for coaching employees on how to serve customers from the heart; strategies for understanding the psychology of customer buying and satisfaction; tips for protecting yourself from toxic client relationships; ideas for increasing profitability; methods to map customer experiences and expectations; and techniques for winning referrals for the life of your business. Bevery Koehn has assembled the best insights from her career into a book that introduces loving commitment into the building of people's homes. Thousands of personal observations, hundreds of site visits, scores of interviews, and many years of listening are transformed into essential lessons covering integrity, loyalty, and craftsmaship. --Henry Cisneros, former Secretary, US Department of Housing and Urban Development I love this book! It is the most complete work on every aspect of customer care that has ever been written. This should be required reading for all homebuilders. --Larry Webb, former CEO, John Laing Homes Most customer service books are short and sweet, offering a mythical quick fix on the road to riches. Beverly Koehn explains why there are no quick fixes that create customer delight. She offers practical and real solutions that work. If you're serious about developing customer relationships strong enough to be your 'hidden sales force,' this book's for you. --Richard J. Dugas, Jr., president and CEO, Pulte Homes A Texas native, Beverly Koehn started her career 20 years ago selling homes on site for builders. As her career took off, she moved into customer care management and training. Today, Koehn helps clients enhance the total customer experience not only in the sales venue, but also throughout the entire company. She has helped improve the performance of sales and customer care professionals across the United States and internationally. Her passion for excellence engages her audience and moves people to act on their training.