It's the Customer, Stupid!

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.

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