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Part 6: Achieving Results
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Part 6: Achieving Results
by Peter R. Garber
101 Ways to Build Better Relationships with Your Customers
Title
Copyright
Table of Contents
Introduction
Getting to Know Your Customer
Universal in Nature
You Are Responsible
How to Use This Book
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
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Prev
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92. Act Like a Business Partner
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93. Deliver on Your Deliverables
Part 6
Achieving Results
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