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It's the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused

ISBN: 978-0-470-90739-9
Hardcover
256 pages
February 2011
List Price: US $24.95
Government Price: US $12.72
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It's the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused (0470907398) cover image
This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.

Foreword xiii
Jeffrey Gitomer

Acknowledgments xvii

Chapter 1 Unhappy Customers Will Not Only Fire You But They Will Tell Others! 1

Chapter 2 Great Customer Service Is About Getting the Client’s Feedback 5

Chapter 3 Fix the Problem; Don’t Fix the Blame 11

Chapter 4 Always Give Them a Baker’s Dozen 17

Chapter 5 Trust, Once Violated, Negates a Relationship 27

Chapter 6 Somebody Has to Take Out the Trash! 33

Chapter 7 You Are Not the Enemy but Part of the Solution 39

Chapter 8 Communication Skills Mean Everything; Join Toastmasters or Dale Carnegie 47

Chapter 9 Prophet versus Profit . . . Why Not Both? 55

Chapter 10 Perception Is Reality 61

Chapter 11 Be a Hero or “Shero” . . . Fix the Problem . . . and Then Fire Whomever Caused It! 65

Chapter 12 Nothing Takes the Place of Good Manners 71

Chapter 13 Client Loyalty Is Earned, Not Given 75

Chapter 14 Nibble Away at Customer Solutions 81

Chapter 15 You Can Only Be Responsible for One-Half of a Relationship—Yours! 87

Chapter 16 Lead the Client to Solutions 97

Chapter 17 Find Out What the Customers Need and Give It to Them 115

Chapter 18 Find Out What Others Are Doing and Do Something Different! 119

Chapter 19 Become a Mentor to Your Client; Coach and Counsel! 123

Chapter 20 Winning Is Never Final and Losing Is Never Fatal 131

Chapter 21 Master Your Time or It Will Enslave You 133

Chapter 22 If You Pay Peanuts, You Get Monkeys! 143

Chapter 23 Mentor Your Client 149

Chapter 24 Customer-Driven Leadership Is about Advocacy and Mentoring 161

Chapter 25 The Old Way Is Rarely the Best Way Because Change Is Constant 169

Chapter 26 Respond to the Client Even If You Cannot Provide an Immediate Solution 175

Chapter 27 Bad News Travels at the Speed of Light 179

Chapter 28 Nine Rules That Drive Client Loyalty 183

Chapter 29 Eight Rules to Overcome Fear of Failure 189

Chapter 30 Six Rules of Service-Driven Leadership 195

Chapter 31 Five Rules That Drive Customer Achievement and Success 199

Chapter 32 Client-Driven Leadership Is About Removing Roadblocks 203

Chapter 33 Six Rules That Drive Client Results 207

Chapter 34 Ten Rules that Drive Client Decisions and Loyalty 213

About the Author 221

Index 223

 

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