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 manage your relationships with your clients and ensure they receive the kind of service that will keep them coming back for more.
A perfect resource for anyone working with clients at any level, You Can't Win a Fight with Your Client is the no-nonsense, straightforward guide to keeping clients happy in today's hypercompetitive and demanding business environment.
Introduction -- Rule 1 : Know your products -- Rule 2 : Never bad-mouth competition -- Rule 3 : Understand revenue and profit targets -- Rule 4 : Know contract details -- Rule 5 : Take advantage of being the new guy -- Rule 6 : Know your client's objectives -- Rule 7 : Read the annual report -- Rule 8 : Establish key performance indicators -- Rule 9 : Offer a total solution -- Rule 10 : Be a client advocate -- Rule 11 : Deliver on your promise -- Rule 12 : Build relationships everywhere -- Rule 13 : Win over Frosty -- Rule 14 : Be Switzerland -- Rule 15 : Entertain clients -- Rule 16 : Work on-site -- Rule 17 : Go coach class -- Rule 18 : Get invited to meetings -- Rule 19 : Practice presentations -- Rule 20 : Communicate -- Rule 21 : Call with "no news" -- Rule 22 : Answer your phone -- Rule 23 : Give out your phone number -- Rule 24 : Stick to your allotted time -- Rule 25 : Respect your client -- Rule 26 : You can't win a fight with your client -- Rule 27 : Accept criticism -- Rule 28 : Speak the truth -- Rule 29 : Make the best out of bad situations -- Rule 30 : Never give up your company -- Rule 31 : Don't embarrass the client -- Rule 32 : Respect confidentiality -- Rule 33 : Learn whom you can trust -- Rule 34 : Educate your owner -- Rule 35 : Never say no -- Rule 36 : Find ways to make their lives easier -- Rule 37 : Make recommendations -- Rule 38 : Empower clients with self-sufficiency -- Rule 39 : Do the unexpected -- Rule 40 : Don't be afraid to sell -- Rule 41 : Learn from those who are doing it well -- Rule 42 : Know other key suppliers -- Rule 43 : Get sticky -- Rule 44 : Collect advanced intelligence -- Rule 45 : Ask for help when you need it -- Rule 46 : Roll up your sleeves -- Rule 47 : Showcase success -- Rule 48 : Keep the internal team updated -- Rule 49 : Go home when the job is done -- Rule 50 : Exude quiet confidence.