Michael A Aun

It's the Customer, Stupid! (eBook, ePUB)

34 Wake-up Calls to Help You Stay Client-Focused

• Format: ePub

Produktbeschreibung

Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths about sales and customer satisfaction, starting with the fact that most businesses think they're customer-centric, but they just aren't. * Get proven steps to REALLY put your customer at the center of what you do * Distinguish your business from the competition by understanding the principle that good sales ARE good service * Author received the Toastmasters "World Championship of Public Speaking" award and is also a full-time businessman practicing what he preaches daily It's the Customer, Stupid! reveals key actions that will shake up your business approach. Your customers will love you for them, and you'll love the effect on sales!

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Produktdetails

• Verlag: John Wiley & Sons
• Seitenzahl: 256
• Erscheinungstermin: 14. Januar 2011
• Englisch
• ISBN-13: 9781118001288
• Artikelnr.: 37342595

Autorenporträt

MICHAEL A. AUN is a 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.

Inhaltsangabe

Foreword (Jeffrey Gitomer). Acknowledgments. Chapter 1 Unhappy Customers
Will Not Only Fire You But They Will Tell Others! Chapter 2 Great Customer
Service Is About Getting The Client's Feedback. 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; Join Toastmasters
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 Then Fire 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 A Relationship Yours! Chapter 16 Lead The Client To
Solutions. Chapter 17 Find Out What The Customer Needs And Give It To Them.
Chapter 18 Find Out What Others Are Doing And Do Something Differently.
Chapter 19 Become A Mentor To Your Client; Coach And Counsel! 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 And Mentoring. Chapter 25 The Old Way Is
Rarely The Best Way Because Change Is Constant. Chapter 26 Respond To The
Client Even If You Cannot Provide An Immediate 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 And Success. Chapter 32 Client Driven Leadership Is
About Removing Roadblocks. Chapter 33 Six Rules That Drive Client Results.
Chapter 34 Ten Rules that Drive Client Decisions and Loyalty. About the
Author. Index.