It's the Customer, Stupid!

ISBN-13: 9780470907399 / Angielski / Twarda / 2011 / 256 str.

Michale Aun

Opis

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

Spis treści

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.

O autorze

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 .

Blurb

Praise for It s The Customer, Stupid!

Way too many talk about customer service and way too few deliver it. Maybe that s because they don t know the tangible actions to take. That just changed. Buy this book and do what it says. Larry Winget, television personality and author of five bestsellers, including Your Kids Are Your Own Fault

in his simple, direct, and irreverent style, Michael Aun uses humor to tell it like it is: you had better care for your customers, stupid, or they ll find someone else who will! Barbara Glanz, speaker and author of CARE Packages for Your Customers

Michael Aun is a highly successful businessperson and excellent communicator. Not only does he know what it takes to get and keep customers, he s able to communicate his wisdom in an engaging and entertaining way. Mark Sanborn, author of The Fred Factor

This book will teach you how to turn customer relationships into perpetual assets. Michael Aun is so far in the lead on this, he s doing something else he s unbeatable with customers. Alan Weiss, PhD, author of Million Dollar Consulting, Million Dollar Speaking, and Million Dollar Coaching

Michael offers profound insights around a single, powerful theme: that profitable organizations understand their business is customer service no mater the product. Howard Putnam, former CEO, Southwest Airlines, and author of The Winds of Turbulence