With his small Ford dealership in Rhode Island consistently among the world's best in sales volume, Bob Tasca is one of the most effective practitioners of customer service. He regularly sees 65 percent of his customers return, tripling the loyalty ratio of his competitors. Here, Tasca passes along his philosophy on how to achieve stratospheric sales volume through customer loyalty. 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.