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.

Foreword xiii Jeffrey Gitomer Acknowledgments xvii Chapter 1 Unhappy Customers Will Not Only Fire You But They Will Tell Others! 1 Chapter 2 Great Customer Service Is About Getting the Client’s Feedback 5 Chapter 3 Fix the Problem; Don’t Fix the Blame 11 Chapter 4 Always Give Them a Baker’s Dozen 17 Chapter 5 Trust, Once Violated, Negates a Relationship 27 Chapter 6 Somebody Has to Take Out the Trash! 33 Chapter 7 You Are Not the Enemy but Part of the Solution 39 Chapter 8 Communication Skills Mean Everything; Join Toastmasters or Dale Carnegie 47 Chapter 9 Prophet versus Profit . . . Why Not Both? 55 Chapter 10 Perception Is Reality 61 Chapter 11 Be a Hero or “Shero” . . . Fix the Problem . . . and Then Fire Whomever Caused It! 65 Chapter 12 Nothing Takes the Place of Good Manners 71 Chapter 13 Client Loyalty Is Earned, Not Given 75 Chapter 14 Nibble Away at Customer Solutions 81 Chapter 15 You Can Only Be Responsible for One-Half of a Relationship—Yours! 87 Chapter 16 Lead the Client to Solutions 97 Chapter 17 Find Out What the Customers Need and Give It to Them 115 Chapter 18 Find Out What Others Are Doing and Do Something Different! 119 Chapter 19 Become a Mentor to Your Client; Coach and Counsel! 123 Chapter 20 Winning Is Never Final and Losing Is Never Fatal 131 Chapter 21 Master Your Time or It Will Enslave You 133 Chapter 22 If You Pay Peanuts, You Get Monkeys! 143 Chapter 23 Mentor Your Client 149 Chapter 24 Customer-Driven Leadership Is about Advocacy and Mentoring 161 Chapter 25 The Old Way Is Rarely the Best Way Because Change Is Constant 169 Chapter 26 Respond to the Client Even If You Cannot Provide an Immediate Solution 175 Chapter 27 Bad News Travels at the Speed of Light 179 Chapter 28 Nine Rules That Drive Client Loyalty 183 Chapter 29 Eight Rules to Overcome Fear of Failure 189 Chapter 30 Six Rules of Service-Driven Leadership 195 Chapter 31 Five Rules That Drive Customer Achievement and Success 199 Chapter 32 Client-Driven Leadership Is About Removing Roadblocks 203 Chapter 33 Six Rules That Drive Client Results 207 Chapter 34 Ten Rules that Drive Client Decisions and Loyalty 213 About the Author 221 Index 223  

Unhappy customers won't just dump you. No, first they'll tell at least ten or more people about their bad experience with your company, and then they'll broadcast it online. But wait, you say you have a good customer service department? Really? What hoops do your customers have to jump through before you help them? What rules have you wrapped around your customer service department, so that your reps can't really help? How long do you keep your customers on hold? In It's the Customer, Stupid!, top salesperson and motivational speaker Michael Aun shares his secrets to keeping your customers happy, your sales growing, and yourself sane. You'll discover the myths and truths about customer satisfaction—and why many businesses and organizations, despite their claims of being customer-centric, really haven't got a clue. This energizing book is packed with sales-boosting tips you can apply right away to your company or your own job, including: If you need to fix something, don't make the customer work for it.Somebody has to take out the trash. Translation: If your company makes a mistake, you may have to fire the person who caused the problem later, but for now, step in and make the customer happy again. Fix the problem, not the blame!Whether you're talking to a customer or trying to make a sale, shut up and listen.So what if you might screw up? Make a decision! The good news is that you can woo disgruntled customers back, keep them content, and even grow sales. But first, wake up and smell the coffee: It's the Customer, Stupid!