{"product_id":"its-the-customer-stupid-isbn-9780470907399","title":"It's the Customer, Stupid!","description":"Ruthlessly focus on what's convenient for customers, not what's convenient for you  \u003cp\u003eNinety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied.\u003c\/p\u003e \u003cp\u003eSpeaker and salesperson Michael Aun shares these secrets and many more in \u003ci\u003eIt's the Customer, Stupid!\u003c\/i\u003e, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths about sales and customer satisfaction, starting with the fact that most businesses think they're customer-centric, but they just aren't.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eGet proven steps to REALLY put your customer at the center of what you do\u003c\/li\u003e \u003cli\u003eDistinguish your business from the competition by understanding the principle that good sales ARE good service\u003c\/li\u003e \u003cli\u003eAuthor received the Toastmasters \"World Championship of Public Speaking\" award and is also a full-time businessman practicing what he preaches daily\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eIt's the Customer, Stupid!\u003c\/i\u003e reveals key actions that will shake up your business approach. Your customers will love you for them, and you'll love the effect on sales!\u003c\/p\u003e \u003cp\u003eForeword xiii\u003cbr\u003e \u003ci\u003eJeffrey Gitomer\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eAcknowledgments xvii\u003c\/p\u003e \u003cp\u003eChapter 1 Unhappy Customers Will Not Only Fire You But They Will Tell Others! 1\u003c\/p\u003e \u003cp\u003eChapter 2 Great Customer Service Is About Getting the Client’s Feedback 5\u003c\/p\u003e \u003cp\u003eChapter 3 Fix the Problem; Don’t Fix the Blame 11\u003c\/p\u003e \u003cp\u003eChapter 4 Always Give Them a Baker’s Dozen 17\u003c\/p\u003e \u003cp\u003eChapter 5 Trust, Once Violated, Negates a Relationship 27\u003c\/p\u003e \u003cp\u003eChapter 6 Somebody Has to Take Out the Trash! 33\u003c\/p\u003e \u003cp\u003eChapter 7 You Are Not the Enemy but Part of the Solution 39\u003c\/p\u003e \u003cp\u003eChapter 8 Communication Skills Mean Everything; Join Toastmasters or Dale Carnegie 47\u003c\/p\u003e \u003cp\u003eChapter 9 Prophet versus Profit . . . Why Not Both? 55\u003c\/p\u003e \u003cp\u003eChapter 10 Perception Is Reality 61\u003c\/p\u003e \u003cp\u003eChapter 11 Be a Hero or “Shero” . . . Fix the Problem . . . and Then Fire Whomever Caused It! 65\u003c\/p\u003e \u003cp\u003eChapter 12 Nothing Takes the Place of Good Manners 71\u003c\/p\u003e \u003cp\u003eChapter 13 Client Loyalty Is Earned, Not Given 75\u003c\/p\u003e \u003cp\u003eChapter 14 Nibble Away at Customer Solutions 81\u003c\/p\u003e \u003cp\u003eChapter 15 You Can Only Be Responsible for One-Half of a Relationship—Yours! 87\u003c\/p\u003e \u003cp\u003eChapter 16 Lead the Client to Solutions 97\u003c\/p\u003e \u003cp\u003eChapter 17 Find Out What the Customers Need and Give It to Them 115\u003c\/p\u003e \u003cp\u003eChapter 18 Find Out What Others Are Doing and Do Something Different! 119\u003c\/p\u003e \u003cp\u003eChapter 19 Become a Mentor to Your Client; Coach and Counsel! 123\u003c\/p\u003e \u003cp\u003eChapter 20 Winning Is Never Final and Losing Is Never Fatal 131\u003c\/p\u003e \u003cp\u003eChapter 21 Master Your Time or It Will Enslave You 133\u003c\/p\u003e \u003cp\u003eChapter 22 If You Pay Peanuts, You Get Monkeys! 143\u003c\/p\u003e \u003cp\u003eChapter 23 Mentor Your Client 149\u003c\/p\u003e \u003cp\u003eChapter 24 Customer-Driven Leadership Is about Advocacy and Mentoring 161\u003c\/p\u003e \u003cp\u003eChapter 25 The Old Way Is Rarely the Best Way Because Change Is Constant 169\u003c\/p\u003e \u003cp\u003eChapter 26 Respond to the Client Even If You Cannot Provide an Immediate Solution 175\u003c\/p\u003e \u003cp\u003eChapter 27 Bad News Travels at the Speed of Light 179\u003c\/p\u003e \u003cp\u003eChapter 28 Nine Rules That Drive Client Loyalty 183\u003c\/p\u003e \u003cp\u003eChapter 29 Eight Rules to Overcome Fear of Failure 189\u003c\/p\u003e \u003cp\u003eChapter 30 Six Rules of Service-Driven Leadership 195\u003c\/p\u003e \u003cp\u003eChapter 31 Five Rules That Drive Customer Achievement and Success 199\u003c\/p\u003e \u003cp\u003eChapter 32 Client-Driven Leadership Is About Removing Roadblocks 203\u003c\/p\u003e \u003cp\u003eChapter 33 Six Rules That Drive Client Results 207\u003c\/p\u003e \u003cp\u003eChapter 34 Ten Rules that Drive Client Decisions and Loyalty 213\u003c\/p\u003e \u003cp\u003eAbout the Author 221\u003c\/p\u003e \u003cp\u003eIndex 223\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e  \u003cp\u003e\u003cb\u003eMICHAEL A. AUN\u003c\/b\u003e 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 \u003cb\u003ewww.AunLine.com\u003c\/b\u003e.   \u003c\/p\u003e\u003cp\u003eUnhappy customers won't just dump you. No, first they'll tell at least ten or more people about their bad experience with your company, and then they'll broadcast it online. But wait, you say you have a good customer service department? Really? What hoops do your customers have to jump through before you help them? What rules have you wrapped around your customer service department, so that your reps can't really help? How long do you keep your customers on hold? \u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eIt's the Customer, Stupid!\u003c\/i\u003e, top salesperson and motivational speaker Michael Aun shares his secrets to keeping your customers happy, your sales growing, and yourself sane. You'll discover the myths and truths about customer satisfaction—and why many businesses and organizations, despite their claims of being customer-centric, really haven't got a clue. \u003c\/p\u003e\u003cp\u003eThis energizing book is packed with sales-boosting tips you can apply right away to your company or your own job, including: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eIf you need to fix something, don't make the customer work for it.\u003c\/li\u003e \u003cli\u003eSomebody has to take out the trash. Translation: If your company makes a mistake, you may have to fire the person who caused the problem later, but for now, step in and make the customer happy again. Fix the problem, not the blame!\u003c\/li\u003e \u003cli\u003eWhether you're talking to a customer or trying to make a sale, shut up and listen.\u003c\/li\u003e \u003cli\u003eSo what if you might screw up? Make a decision!\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eThe good news is that you \u003ci\u003ecan\u003c\/i\u003e woo disgruntled customers back, keep them content, and even grow sales. But first, wake up and smell the coffee: \u003ci\u003eIt's the Customer, Stupid!\u003c\/i\u003e\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989483438309,"sku":"NP9780470907399","price":24.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470907399.jpg?v=1761784283","url":"https:\/\/k12savings.com\/es\/products\/its-the-customer-stupid-isbn-9780470907399","provider":"K12savings","version":"1.0","type":"link"}