Wow! I've read 100 or more business books, and I've never seen one this much fun to read. More than that, the 7 Steps in the book can help any business make more money.

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"Reading this book is like taking an entire seminar without leaving home. It is user friendly and full of good practical information. These are usable solutions you can put into effect immediately and that will favorably impact your customer relations on an on-going basis. I highly recommend it."

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Verena Somer’s book, The 11% Solution, is an easy to read primer on how to retain and expand your customer base. Verena’s sense of humor adds just enough levity to keep you engrossed. Follow her advice and your business can’t help but grow. I recommend it highly.

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Friends and Colleagues,
Verena, is a great resource. She helped Ruben and I improve our customer service procedures, help with cold/warm calling and assisted us in training our staff. We experience a significant improvement after her trainings. Check out her book.

Thank you.


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The book is excellent and discusses the points to use not only for excellent customer relations but can be used in any profession that deals with other people.


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"Congrats Verena! You are a wonderful resource to business owners everywhere."

I really, really like your Guidebook. I can really relate to what you said regarding not worrying about building a better mousetrap until I know if there is a need for a mousetrap. Thank you for allowing me to review it.

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