INDEX
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Accessories, 113–114
Actors/athletes (celebrity trap), 71–72
Adrenaline, 15
Adversity, dealing with, 31, 32
Alcohol breath, 99–100
Ali, Muhammad, 34–35
Amway Corporation, 64
Anger, 33
Anticipate/look ahead, 227
Appearance. See Dress the part
Apple Computer, 117
Applebee’s, 179
Armstrong, Lance, 6
Armstrong, Louis, 161
Ash, Mary Kay, 65
Athletes/actors (celebrity trap), 71–72
Attitude. See Positive attitude
Author’s experiences/beliefs:
accolades, 261
Army injury, 201–202
auto sales:
cutting out Saturday selling days, 20–21
oil embargo, 20
starting out, 32
stay at same dealership, 181
typical day, 78–79
“bending the rules,” 58, 59, 218
biweekly paychecks, 77
boxing heroes, 34–35
call me, not the service
department, 234
catechism classes, 194
charity, favorite, 254
closing the office door, 45
death of first wife, 37
end-of-the-day analysis, 44
family, 225
fast pace of business, 55
“free loader” customers, 243–244
gambling, 12
Guinness Book of World Records, 174–175
“I Like You” buttons, 159–160
jump-starting the career, 186–188
lectures, breaking the ice, 160–161
motivational speaker, 230
“my $100,000 lesson,” 195–197
odd jobs while growing up, 129
personal assistants, 79, 183, 187
regulating time, 68
repeat business, 174
sales leadership awards, 80–81
sleeping, 23
smoking, 10–11
spending your own money, 180, 235
spot deliveries, 216–217
studying habits of successful people, xi, 179
stuttering, 129–130
time management, 48, 49, 61–62
vacation, 257
weight loss, 7–8
Auto industry:
“pedal to the floor,” 43
recalls, 23
Bad habits. See Girard’s list of NO-NO’s
Balanced life, 68
Bathing/showering, 109
Be on time, 102–103
Believe (DeVos), 65
Belushi, John, 72
Bird dog (referral) fee, 185–186, 187
Bonds, Barry, 72
Break the shackles of the past, 33
Business vs. pleasure, 73
Call me, not the service department, 234
Casey, Solanus, 194
Celebrity trap, 71–72
Cell phones, 101–102
Chaplin, Charlie, 148
Chewing gum, 96
Chewing tobacco, 95
Chip on your shoulder, 161
Christmas Carol, A (Dickens), 194
Churchill, Winston, 141
Closing the deal, 212
Clothing, 107, 112–115. See also Dress the part
Cobain, Kurt, 72
Cold calling, 59
Cologne, 96–97
Commitment, 13, 14, 82, 233, 237
Complete person, 242–245
Concentrate on the moment, 85–87
Confident image (air of confidence), 32
Confucius, 55
Coolidge, Calvin, 259
Covering up, 205
Customer-centered focus, 64, 92, 93, 139
Customer relationship building. See Stay in touch
Customer’s postpurchase problems, 221–223
Customer’s sphere of influence, 177
Dandruff, 109
Darwin, Charles, 39
da Vinci, Leonardo, 119
Deception, 199–202
de Leon, Ponce, 38
DeLorean, John, 81, 105, 108, 116
Diamonds Are Forever, 223
Digital harassment, 169
Dirty jokes, 98–99
Discount coupons, 178–179
Distractions, 29, 30, 64, 68, 76, 82, 93
Donahue, Phil, 153
Dress for Success (Molloy), 108
Dress the part, 90–92, 105–120
accessories, 113–114
blue-collar workers/dress down slightly, 107
dress for the occasion, 112–113
hair, 109
makeup, 109–110
nails, 110
posture, 110–111
separate yourself from the pack, 117–118
shaving, 110
shoes, 114–115
showering/bathing, 109
weight control, 110
Drugs, 100
Earrings, 100–101
Effort, 37
Ellington, Duke, 18
End-of-the-day analysis, 44, 45
Enthusiasm, 26
Envy, 80
Exaggerating, 204
Family:
celebrity trap, 72
listen, 140
positive attitude, 25
slacking off, 74
smile, 161–162
stay in touch, 190
time management, 53
Fast-trackers, 260
Fields, W. C., 69
Filing systems, 49
Financial objectives, 59
First impression, 90, 108. See also Dress the part; Girard’s list of NO-NO’s
Ford, Henry, 263
Ford Motor Company, 43
Forgetting, 54
Francis of Assisi, 62
Franklin, Benjamin, 105
“Free loader” customers, 243–244
Frowning, 157–158. See also Smile
Gambling, 12
Gates, Bill, 168
Gibbs, Tony, 282
Giffords, Gabrielle, 30–31
Girard, Kitty, 37, 41, 147, 162, 225, 249
Girard’s destiny, 198
Girard’s list of NO-NO’s, 89–104
alcohol breath, 99–100
be on time, 102–103
cell phones, 101–102
chewing gum, 96
cologne, 96–97
dirty jokes, 98–99
earrings, 100–101
pointers/tips, 94
profanity, 97–98
smoking/chewing tobacco, 95–96
Girard’s success patterns (listen. think. speak.), 138
Girard’s three “I Like You” kisses, 185–186
Golden rule (customers), 168
Grooming, 109–110. See also Dress the part
Guinness Book of World Records,174–175
Gum, 96
Hair, 109
Have a great life (have no regrets), 268–269
Health, 3–16
commitment, 13
discipline, 7
gambling, 12
moderation, 12–13
physical fitness program, 10, 15
smoking, 10–11
stay the course, 13–14
wanting it bad enough, 16
willpower to change, 14
Hillary, Edmund, 28–29
“Hit the bricks running,” 42, 43
Hollywood actors (celebrity trap), 71–72
Holmes, Oliver Wendell, 123
Honesty. See Tell the truth
Houston, Whitney, 72
How to Close Every Sale (Girard), 282
How to Sell Anything to Anybody (Girard), 174, 177, 282
How to Sell Yourself (Girard), 282
Howe, Gordie, 147
“I Like You” buttons, 159–160
“I Like You” cards, 171–174
Ignoring the customer, 176–177, 178, 233
Imposters of success, 72
Instant ownership, 216–217
Interaction:
honesty. See Tell the truth
listen. See Listen
smile. See Smile
stay in touch. See Stay in touch
Jackson, Michael, 72
Jealousy, 80
Jennings, Peter, 11
John Daly: My Life In and Out of the Rough (Daly), 12
Johnson, Samuel, 89
Joplin, Janis, 72
Jordan, Michael, 163
Judgmental world, 92
Kelly, Mark, 31
Knowledge of customer/product, 220–221
Laughter, 159
Leave legacy of compassion and commitment, 238–240
Lehman Brothers, 19
Liberace, 188
Lifetime commitment, 237
Lincoln, Abraham, 231
List of priorities, 40–41
Listen, 123–145
complete and undivided attention, 134, 141
don’t jump to conclusions, 127
examples:
Girard’s mistake, 135–137
listening with the heart, 144–145
remodeling designer, 133–134
single mom-nurse, 135
family life, 140
guidelines/pointers (12–step approach), 142–143
love analogy, 142
observe by glancing with discretion, 127
positive listening, 138
professionals, other, 139–140
stop talking, 137–139
taking notes, 134
understand customer’s needs and wants, 125
use all your senses, 125–132
“Listen and lock,” 227–229
Lock up every opportunity, 211–230
customer’s postpurchase problems, 221–223
follow-up, 215–216
instant ownership, 216–217
knowledge of customer/product, 220–221
“listen and lock,” 227–229
look ahead/anticipate things, 227
reinforce the relationship, 224
spot deliveries, 216–217
stop talking, 227–229
stupid blunders, 229–230
telephone calls, 224–225
trust, 215–220
women customers, 219–220
Lombardi, Vince, 67
Long-term relationship, 58
Look ahead/anticipate things, 227
Louis, Joe, 35
Luck, 226
Madoff, Bernard, 201
Make it the customer’s decision, 218
Makeup, 109–110
Mantle, Mickey, 72
Mary Kay Cosmetics, 65
Mastering Your Way to the Top (Girard), 282
McDonald’s, 251
Middleton, Kate, 156
Missing an appointment, 54, 102, 103, 178
Moderation, 12–13
Modest goals, 63
Molloy, John, 108
Mona Lisa (da Vinci), 156
Monroe, Marilyn, 72
Nails, 110
Needs, 36
Negative thinking, 83
Note taking, 134
Nurturing relationships, 236–247
Obesity-related problems, 14
Oil embargo, 20
Olive Garden, 179
Optimist, 158
Organize your life, 39–66
being handcuffed by your plan, 60–61
customer-priority mindset, 64
end-of-the-day analysis, 44, 45
“hit the bricks running,” 42, 43
list of priorities, 40–41
match tools to your goals, 60–62
organization as learned skill, 50
organized mindset, 64
planning for tomorrow, 45, 48, 53
prioritization, 63
proverbs/quotations, 62
raise the bar on expectations, 63–64
role models, 64–65
start with small steps, 60
wasting time, 46
write things down, 52–56
Outback Steakhouse, 179
Overcharging (“padding” the price), 200–201
Overselling, 227
Patience, 82
Peale, Norman Vincent, 17, 65, 138, 207, 281
Perfume, 97
Personal observation, 125–129. See also Listen
Personal problems, 29, 30, 152
Pessimist, 158
Peters, Tom, 211
Physical fitness equipment, 13
Physical fitness program, 10, 15
Planning for tomorrow, 45, 48, 53
Positive attitude, 17–38
adversity, dealing with, 31, 32
anger, 33
answer lies inside you, 38
break the shackles of the past, 33
complainers and whiners, 24, 25
confident image (air of confidence), 32
distractions, ignore while at work, 29, 30
effort, 37
enthusiasm, 26
Gabrielle Giffords, 30–31
Edmund Hillary, 28–29
Mark Kelly, 31
Joe Louis, 35
make prospects feel like a million bucks, 26–27
motivation/attitude, contrasted, 18–22
Muhammad Ali, 34–35
needs, wants, goals, 36
personal life (family time), 25
personal problems, 29, 30, 152
“putting in time aimlessly,” 37
smarter execution, 37
stay clear of negative people, 25
transform yourself, 33
Positive listening, 138
Posture, 110–111
Power dressing, 108
Power of Positive Thinking, The (Peale), 17, 65, 138, 207
Power reputation, 240–242
Preparation:
appearance. See Dress the part
attitude. See Positive attitude
health. See Health
importance, 4–5
organize your time. See Organize your life, wasting time
what not to do. See Girard’s list of NO-NO’s
work while you work. See Work while you work
Presley, Elvis, 72
Prioritization, 63
Procrastination, 46
Productivity, 101
Profanity, 97–98
Prompt reply to customer, 178
Psychiatrists, 140
“Put your foot in your mouth,” 139, 228
“Putting in time” aimlessly, 37
Raise the bar on expectations, 63–64
Recreational drugs, 100
Red Lobster, 179
Relationship building, 170, 182
Repeat business, 167, 174. See also Stay in touch
Reward yourself, 249–261
don’t “dance” too much at the top, 257–258
long-term reward, 258–259
reenergizing vs. doing nothing, 256–257
ultimate reward (knowing you did your best), 259–261
Roker, Al, 110
Role models, 64–65
Rose, Pete, 72
Ruskin, John, 249
Saperstein, Abe, 194–195
Satisfaction guaranteed, 232. See also Stand in front of everything you do
Save the Children Foundation, 254
Schweitzer, Albert, 268
Sense of humor, 158–159
Shakespeare, William, 107
Shared love and courage, 31
Shaving, 110
Shoes, 114–115
Showering/bathing, 109
Simpson, O. J., 72
Single women customers, 219–220
Small talk, 76
Smarter execution, 37
Smarter thinking, 58
Smile, 147–162
difficult times, 155–156
family life, 161–162
laughter, 159
make customer feel important, 150, 153
other forms of smiling, 154
put on a happy face, 161
say “I like you,” 159–160
sense of humor, 158–159
share only positive thoughts, 156–157
sincerity/honesty, 153
“the blues,” 152
turn the frown upside down, 157–158
use your whole face, 157
whom to associate with, 158
“Smile” (Chaplin), 148
Socrates, 70
Sorrow, 37
Spending your own money, 180, 235
Spot deliveries, 216–217
Stand in front of everything you do, 231–246
call me, not the service department, 234
complete person, 242–245
leave legacy of compassion and commitment, 238–240
nurturing relationships, 236–247
power of a promise, 232–235
power reputation, 240–242
visionary, 245–246
what to do, 241–242
Start with small steps, 60
Stay in touch, 163–190
additional help, 183, 184, 187
bird dog (referral) fee, 185–186, 187
customer relationship building, 165, 169–170, 182
customer’s sphere of influence, 177
desert-water analogy, 164–165
digital harassment, 169
direct mail, 171–176
entertaining those who can help you, 187
family, 190
Girard’s five initiatives, 186–187
Girard’s three “I Like You” kisses, 185–186
ignoring the customer, 176–177, 178
importance of existing customer base, 166
prompt reply to customer, 178
sounding board for customer’s personal problems, 182
telephone calls, 188–189
unhappy customers, 179–181
Stopwatch-index card experiment, 84–85
Studying habits of successful people, xi, 179
Stupid blunders, 229–230
Taking notes, 134
Tardiness, 102–103
Telephone calls, 188–189, 224–225
Tell the truth, 191–208
consequences of lying, 193, 202
covering up, 205
deception, 199–202
don’t stop trusting, 198–199
dos and don’ts, 203–206
exaggerating, 204
Girard falls prey to lying con artist, 195–197
“little white lies,” 205–206
living a lie, 192–194
“padding” the price (overcharging), 200–201
stretching the truth, 199
temper truth with kindness, 204
trust, 206
Time management. See Organize your life; Work when you work
Titanic, 226
Toyota, 43
Tragedy, 37
Truth. See Tell the truth
Turning your customer off. See Girard’s list of NO-NO’s
Twain, Mark, 191
Tyson, Mike, 72
Understand customer’s needs and wants, 125
Unhappy customers, 179–181
Value of time, 84–85
Van Andel, Jay, 64
Vignettes. See Author’s experiences/beliefs
Visionary, 245–246
Voltaire, 256
Walmart, 232
Walton, Sam, 167, 168, 232, 240
Wanting it bad enough, 16
Wants, 36
“War paint,” 109
Wasting time, 46
Weight loss, 7–10
What not to do. See Girard’s list of NO-NO’s
Whom to associate with, 74, 158
Williams, Hank, 72
Winehouse, Amy, 72
Winfrey, Oprah, 9–10
Winning, xvii, 23, 31, 72, 79–80, 227
Women customers, 219–220
Women’s Dress for Success Book, The (Molloy), 108
Woods, Tiger, 72
Work when you work, 29, 30, 67–87
athletes/actors (celebrity trap), 71–72
business vs. pleasure, 73
concentrate on the moment, 85–87
faking, falling, and failing, 70–72
pointers/tips, 72
service reps, 75
stopwatch-index card experiment, 84–85
strong beginning, then slacking off, 70–71
typical Joe Girard day, 78–79
value of time, 84–85
whom to associate with, 74
working smart, 82
working the system, 73
Working smart, 82
Working the system, 73
Write things down, 52–56