Aun It's the Customer, Stupid!

34 Wake-up Calls to Help You Stay Client-Focused
1. Auflage 2011
ISBN: 978-1-118-00126-4
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 256 Seiten, E-Book

Ruthlessly focus on what's convenient for customers, not what'sconvenient for you
Ninety percent of dissatisfied clients will take their businesselsewhere and never tell you why. However, ninety-five percent willbecome loyal customers again if their needs and problems areaddressed and remedied.
Speaker and salesperson Michael Aun shares these secrets andmany more in It's the Customer, Stupid!, a guide to growingany business by gaining new customers, and, more importantly, bykeeping the ones you have happy and coming back for more. Thisfun-to-read book explains common myths about sales and customersatisfaction, starting with the fact that most businesses thinkthey're customer-centric, but they just aren't.
* Get proven steps to REALLY put your customer at the center ofwhat you do
* Distinguish your business from the competition by understandingthe principle that good sales ARE good service
* Author received the Toastmasters "World Championship of PublicSpeaking" award and is also a full-time businessman practicing whathe preaches daily
It's the Customer, Stupid! reveals key actions that willshake up your business approach. Your customers will love you forthem, and you'll love the effect on sales!

Autoren/Hrsg.

Aun, Michael A

Weitere Mitwirkende

Gitomer, Jeffrey

Inhaltsverzeichnis

Foreword (Jeffrey Gitomer).
Acknowledgments.
Chapter 1 Unhappy Customers Will Not Only Fire You But They WillTell Others!
Chapter 2 Great Customer Service Is About Getting The Client'sFeedback.
Chapter 3 Fix The Problem, Don't Fix The Blame.
Chapter 4 Always Give Them A Baker's Dozen.
Chapter 5 Trust, Once Violated, Negates A Relationship.
Chapter 6 Somebody Has To Take Out The Trash!
Chapter 7 You Are Not The Enemy But Part Of The Solution.
Chapter 8 Communication Skills Mean Everything; JoinToastmasters Or Dale Carnegie.
Chapter 9 Prophet Versus Profit... Why Not Both?
Chapter 10 Perception Is Reality.
Chapter 11 Be A Hero Or Shero... Fix The Problem... And ThenFire Who Caused It!
Chapter 12 Nothing Takes The Place Of Good Manners.
Chapter 13 Client Loyalty Is Earned, Not Given.
Chapter 14 Nibble Away At Customer Solutions.
Chapter 15 You Can Only Be Responsible For One-Half Of ARelationship Yours!
Chapter 16 Lead The Client To Solutions.
Chapter 17 Find Out What The Customer Needs And Give It ToThem.
Chapter 18 Find Out What Others Are Doing And Do SomethingDifferently.
Chapter 19 Become A Mentor To Your Client; Coach AndCounsel!
Chapter 20 Winning Is Never Final And Losing Is Never Fatal.
Chapter 21 Master Your Time Or It Will Enslave You.
Chapter 22 If You Pay Peanuts, You Get Monkeys!
Chapter 23 Mentor Your Client.
Chapter 24 Customer Driven Leadership Is About Advocacy AndMentoring.
Chapter 25 The Old Way Is Rarely The Best Way Because Change IsConstant.
Chapter 26 Respond To The Client Even If You Cannot Provide AnImmediate Solution.
Chapter 27 Bad News Travels At Light Speed.
Chapter 28 Nine Rules That Drive Client Loyalty.
Chapter 29 Eight Rules To Overcome Fear And Failure!
Chapter 30 Six Rules Of Servant-Driven Leadership.
Chapter 31 Five Rules That Drive Customer Achievement AndSuccess.
Chapter 32 Client Driven Leadership Is About RemovingRoadblocks.
Chapter 33 Six Rules That Drive Client Results.
Chapter 34 Ten Rules that Drive Client Decisions andLoyalty.
About the Author.
Index.

Über Autor(innen)

Michael A. Aun isa speaker, columnist, and full-time businessman who runs a network of insurance offices. He rose to international acclaim when he won the World Championship of Public Speaking for Toastmasters International (defeating speakers representing 150,000 Toastmasters from sixty-five countries). The National Speakers Association has honored him as a member of the Speakers Hall of Fame. Learn more at www.aunLine.com .