- Title
- Copyright
- Table of Contents
- Introduction
- Part 1: Customer Expectations
- 1. Try as Hard to Keep the Customer’s Business as You Did to Get it in the First Place
- 2. Keep Your Promises
- 3. Follow up with the Customer
- 4. Avoid Selling Tactics
- 5. Send the Customer Thank-you Letters
- 6. Don’t Take Credit That’s Not Yours
- 7. Help Make the Customer Feel Good About the Purchase
- 8. Think Outside the Box
- 9. Pay Attention to Details
- 10. Close Loops
- 11. Don’t Have Hidden Agendas
- 12. Keep Internal Problems from the Customer
- 13. Value Your Relationship with the Customer
- 14. Don’t Cry “Wolf” to the Customer
- 15. Give the Customer Reasons to Brag About You
- 16. Expect Less from the Customer
- 17. Don’t Expect the Customer to Do Your Homework
- 18. Be Accessible to the Customer
- 19. Be Responsive
- 20. Be Responsible
- 21. Exercise Flexibility
- 22. Be Reliable
- 23. Lose Graciously
- 24. Don’t Over Commit
- 25. Do What You Say You Will Do
- 26. Don’t Oversell
- Part 2: Problem Solving Together
- 27. Put Things into Perspective for the Customer
- 28. Reduce Paperwork for the Customer
- 29. Be a Contingency Thinker
- 30. Be Creative
- 31. Don’t Follow the 80/20 Rule with the Customer
- 32. Be Proactive
- 33. Prevent Problems Before They Occur
- 34. Do Things Right the First Time
- 35. Help Reduce Cycle Time for the Customer
- 36. Synergize with the Customer
- 37. Reduce Your Company’s Bureaucracy
- 38. Bend the Rules for the Customer
- 39. Be a Problem Solver
- 40. Refer the Customer to Other Sources
- 41. Look for Other Possibilities
- 42. Roll with the Punches
- Part 3: Communicating with the Customer
- 43. Learn the Customer’s Language
- 44. Keep the Customer in Your Company’s Communications Loop
- 45. Have the Top Executives in Your Company Meet the Customer
- 46. Don’t Fill the Customer’s Voice Mail–Box with Messages
- 47. Don’t Call the Customer on Their First Day Back from Vacation
- 48. Don’t Put the Customer On Hold
- 49. Get on the Customer’s Mailing List
- 50. Keep Confidential Information Confidential
- 51. Really Listen to the Customer
- 52. Always Be a Page Away
- 53. Be Computer Compatible
- 54. Be a “Safe Ear” for the Customer
- 55. Give Feedback to the Customer
- 56. Don’t Spread Rumors About the Customer
- 57. Don’t Let the Customer See You Sweat
- 58. Admit Your Mistakes
- 59. Don’t Burden the Customer with Your Problems
- 60. Don’t B.S. the Customer
- 61. Keep Good Records
- 62. Don’t Become a Nuisance to the Customer
- 63. Understand When “No” Means “No”
- 64. Link Electronically to the Customer
- Part 4: Understanding the Customer
- 65. Be a “Constant” During Change
- 66. Read the Customer’s Annual Report
- 67. Study the Customer’s History
- 68. Ask the Customer if it is a Good Time to Call
- 69. Take the Customer to Lunch
- 70. Keep the Customer’s Priorities in Mind
- 71. Stay “In Tune” with the Customer’s Business
- 72. Empathize with the Customer
- 73. Feel the Customer’s Pain
- 74. Understand the Customer’s Requirements
- 75. Consider the Customer’s Perspective
- 76. Anticipate the Customer’s Needs
- Part 5: Supporting the Customer
- 77. Give the Customer the Benefit of the Doubt
- 78. Avoid Conflicts of Interest
- 79. Keep the Customer’s Logo in Your Computer
- 80. Talk Nicely About the Customer
- 81. Join the Customer’s Team
- 82. Collaborate with the Customer
- 83. Help the Customer Accept Change
- 84. Play a Supportive Role for the Customer
- 85. Treat the Customer Like a Friend
- 86. Don’t Take Unfair Advantage
- 87. Become a Resource to the Customer
- 88. Think Win/Win with the Customer
- 89. Be a Team Player
- 90. Think Long-term Relationships
- 91. Don’t Waste the Customer’s Time
- 92. Act Like a Business Partner
- Part 6: Achieving Results
- 93. Deliver on Your Deliverables
- 94. Sell with Class
- 95. Share Awards with the Customer
- 96. Don’t Depend on the Customer’s Loyalty
- 97. Help the Customer Reduce Costs
- 98. Focus on Beating the Customer’s Competition
- 99. Focus on Getting the Customer Results
- 100. Look for Ways to Add Value to the Customer
- 101. Search for Ways to Improve Your Service or Product
101 Ways to Build Better Relationships with Your Customers
Peter R. Garber
HRD Press, Inc.
Amherst, Massachusetts
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