{"product_id":"its-the-customer-stupid-34-wake-up-calls-to-help-you-stay-client-focused-hardback-9780470907399","title":"It's the Customer, Stupid!; 34 Wake-up Calls to Help You Stay Client-Focused (Hardback) 9780470907399","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eIt's the Customer, Stupid!\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003e34 Wake-up Calls to Help You Stay Client-Focused\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eMichael A Aun (Author), Jeffrey Gitomer (Foreword by)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470907399, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 28 January 2011\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e256 pages\u003cbr\u003e23.1 x 15.8 x 2.3 cm, 0.476 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003eRuthlessly focus on what's convenient for customers, not what's convenient for you  \u003cp\u003eNinety 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.\u003c\/p\u003e \u003cp\u003eSpeaker and salesperson Michael Aun shares these secrets and many more in \u003ci\u003eIt's the Customer, Stupid!\u003c\/i\u003e, 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.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eGet proven steps to REALLY put your customer at the center of what you do\u003c\/li\u003e \u003cli\u003eDistinguish your business from the competition by understanding the principle that good sales ARE good service\u003c\/li\u003e \u003cli\u003eAuthor received the Toastmasters \"World Championship of Public Speaking\" award and is also a full-time businessman practicing what he preaches daily\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eIt's the Customer, Stupid!\u003c\/i\u003e 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!\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eForeword xiii\u003cbr\u003e \u003ci\u003eJeffrey Gitomer\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eAcknowledgments xvii\u003c\/p\u003e \u003cp\u003eChapter 1 Unhappy Customers Will Not Only Fire You But They Will Tell Others! 1\u003c\/p\u003e \u003cp\u003eChapter 2 Great Customer Service Is About Getting the Client’s Feedback 5\u003c\/p\u003e \u003cp\u003eChapter 3 Fix the Problem; Don’t Fix the Blame 11\u003c\/p\u003e \u003cp\u003eChapter 4 Always Give Them a Baker’s Dozen 17\u003c\/p\u003e \u003cp\u003eChapter 5 Trust, Once Violated, Negates a Relationship 27\u003c\/p\u003e \u003cp\u003eChapter 6 Somebody Has to Take Out the Trash! 33\u003c\/p\u003e \u003cp\u003eChapter 7 You Are Not the Enemy but Part of the Solution 39\u003c\/p\u003e \u003cp\u003eChapter 8 Communication Skills Mean Everything; Join Toastmasters or Dale Carnegie 47\u003c\/p\u003e \u003cp\u003eChapter 9 Prophet versus Profit . . . Why Not Both? 55\u003c\/p\u003e \u003cp\u003eChapter 10 Perception Is Reality 61\u003c\/p\u003e \u003cp\u003eChapter 11 Be a Hero or “Shero” . . . Fix the Problem . . . and Then Fire Whomever Caused It! 65\u003c\/p\u003e \u003cp\u003eChapter 12 Nothing Takes the Place of Good Manners 71\u003c\/p\u003e \u003cp\u003eChapter 13 Client Loyalty Is Earned, Not Given 75\u003c\/p\u003e \u003cp\u003eChapter 14 Nibble Away at Customer Solutions 81\u003c\/p\u003e \u003cp\u003eChapter 15 You Can Only Be Responsible for One-Half of a Relationship—Yours! 87\u003c\/p\u003e \u003cp\u003eChapter 16 Lead the Client to Solutions 97\u003c\/p\u003e \u003cp\u003eChapter 17 Find Out What the Customers Need and Give It to Them 115\u003c\/p\u003e \u003cp\u003eChapter 18 Find Out What Others Are Doing and Do Something Different! 119\u003c\/p\u003e \u003cp\u003eChapter 19 Become a Mentor to Your Client; Coach and Counsel! 123\u003c\/p\u003e \u003cp\u003eChapter 20 Winning Is Never Final and Losing Is Never Fatal 131\u003c\/p\u003e \u003cp\u003eChapter 21 Master Your Time or It Will Enslave You 133\u003c\/p\u003e \u003cp\u003eChapter 22 If You Pay Peanuts, You Get Monkeys! 143\u003c\/p\u003e \u003cp\u003eChapter 23 Mentor Your Client 149\u003c\/p\u003e \u003cp\u003eChapter 24 Customer-Driven Leadership Is about Advocacy and Mentoring 161\u003c\/p\u003e \u003cp\u003eChapter 25 The Old Way Is Rarely the Best Way Because Change Is Constant 169\u003c\/p\u003e \u003cp\u003eChapter 26 Respond to the Client Even If You Cannot Provide an Immediate Solution 175\u003c\/p\u003e \u003cp\u003eChapter 27 Bad News Travels at the Speed of Light 179\u003c\/p\u003e \u003cp\u003eChapter 28 Nine Rules That Drive Client Loyalty 183\u003c\/p\u003e \u003cp\u003eChapter 29 Eight Rules to Overcome Fear of Failure 189\u003c\/p\u003e \u003cp\u003eChapter 30 Six Rules of Service-Driven Leadership 195\u003c\/p\u003e \u003cp\u003eChapter 31 Five Rules That Drive Customer Achievement and Success 199\u003c\/p\u003e \u003cp\u003eChapter 32 Client-Driven Leadership Is About Removing Roadblocks 203\u003c\/p\u003e \u003cp\u003eChapter 33 Six Rules That Drive Client Results 207\u003c\/p\u003e \u003cp\u003eChapter 34 Ten Rules that Drive Client Decisions and Loyalty 213\u003c\/p\u003e \u003cp\u003eAbout the Author 221\u003c\/p\u003e \u003cp\u003eIndex 223\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52278117302552,"sku":"9780470907399","price":16.29,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470907399_250561.jpg?v=1781458407","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/its-the-customer-stupid-34-wake-up-calls-to-help-you-stay-client-focused-hardback-9780470907399","provider":"Freshly Printed Books","version":"1.0","type":"link"}