You Can't Win a Fight with Your Client & 49 Other Rules for Providing Great Service

Name: You Can't Win a Fight with Your Client & 49 Other Rules for Providing Great Service
Price: 6.35 USD
Availability: InStock
ISBN: 9780061228551

ISBN-10: 0061228559

ISBN-13: 9780061228551

Edition: 2007

Authors: Tom Markert

List price: $14.95

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Description:

In this follow-up to You Can't Win a Fight with Your Boss, Tom Markert returns to provide clever, timeless advice on how to offer exceptional service. The most important rule? You can't win a fight with your client! As American companies large and small have shifted their focus from manufacturing to providing services, keeping clients satisfied has become critical to the survival of every business. Yet, very few people have mastered the art of managing clients successfully. In You Can't Win a Fight with Your Client, Tom Markert argues that the secret to great service lies in understanding and applying a few fundamentals. In fifty small doses, he provides practical advice on how to…

Book details

List price: $14.95
Copyright year: 2007
Publisher: HarperCollins Publishers
Publication date: 8/14/2007
Binding: Hardcover
Pages: 128
Size: 5.25" wide x 7.50" long x 0.50" tall
Weight: 0.440
Language: English

Tom Markert is CEO of Ipsos Loyalty Worldwide, a Market Research provider to many Fortune 500 companies and is currently a member of the Board of Directors of State Auto, a publicly traded property and casualty insurer based in Columbus, Ohio. He has held leadership positions at ACNielsen, Citicorp, and Procter & Gamble and has held positions on the board of directors of the Australian professional basketball team the Sydney Kings and the American Chamber of Commerce in New South Wales, Australia. He lives in Connecticut.



Introduction



Know Your Products



Never Bad-Mouth Competition



Understand Revenue and Profit Targets



Know Contract Details



Take Advantage of Being the New Guy



Know Your Client's Objectives



Read the Annual Report



Establish Key Performance Indicators



Offer a Total Solution



Be a Client Advocate



Deliver on Your Promise



Build Relationships Everywhere



Win Over Frosty



Be Switzerland



Entertain Clients



Work On-Site



Go Coach Class



Get Invited to Meetings



Practice Presentations



Communicate



Call with "No News"



Answer Your Phone



Give Out Your Phone Number



Stick to Your Allotted Time



Respect Your Client



You Can't Win a Fight with Your Ghent



Accept Criticism



Speak the Truth



Make the Best Out of Bad Situations



Never Give Up Your Company



Don't Embarrass the Client



Respect Confidentiality



Learn Whom You Can Trust



Educate Your Owner



Never Say No



Find Ways to Make Their Lives Easier



Make Recommendations



Empower Clients with Self-Sufficiency



Do the Unexpected



Don't Be Afraid to Sell



Learn From Those Who Are Doing It Well



Know Other Key Suppliers



Get Sticky



Collect Advanced Intelligence



Ask for Help When You Need It



Roll Up Your Sleeves



Showcase Success



Keep the Internal Team Updated



Go Home When the Job Is Done



Exude Quiet Confidence


Acknowledgments