It's the Customer, Stupid!

Foreword (Jeffrey Gitomer)
Acknowledgments

Chapter 1 Unhappy Customers Will Not Only Fire You But They Will Tell Others!
Chapter 2 Great Customer Service Is About Getting The Client's Feedback
Chapter 3 Fix The Problem, Don't Fix The Blame.
Chapter 4 Always Give Them A Baker's Dozen
Chapter 5 Trust, Once Violated, Negates A Relationship
Chapter 6 Somebody Has To Take Out The Trash!
Chapter 7 You Are Not The Enemy But Part Of The Solution
Chapter 8 Communication Skills Mean Everything; Join Toastmasters Or Dale Carnegie
Chapter 9 Prophet Versus Profit… Why Not Both?
Chapter 10 Perception Is Reality
Chapter 11 Be A Hero Or Shero… Fix The Problem..And Then Fire Who Caused It!
Chapter 12 Nothing Takes The Place Of Good Manners
Chapter 13 Client Loyalty Is Earned, Not Given
Chapter 14 Nibble Away At Customer Solutions
Chapter 15 You Can Only Be Responsible For One-Half Of A Relationship Yours!
Chapter 16 Lead The Client To Solutions
Chapter 17 Find Out What The Customer Needs And Give It To Them
Chapter 18 Find Out What Others Are Doing And Do Something Differently
Chapter 19 Become A Mentor To Your Client; Coach And Counsel!
Chapter 20 Winning Is Never Final And Losing Is Never Fatal
Chapter 21 Master Your Time Or It Will Enslave You
Chapter 22 If You Pay Peanuts, You Get Monkeys!
Chapter 23 Mentor Your Client
Chapter 24 Customer Driven Leadership Is About Advocacy And Mentoring
Chapter 25 The Old Way Is Rarely The Best Way Because Change Is Constant
Chapter 26 Respond To The Client Even If You Cannot Provide An Immediate Solution
Chapter 27 Bad News Travels At Light Speed
Chapter 28 Nine Rules That Drive Client Loyalty
Chapter 29 Eight Rules To Overcome Fear And Failure!
Chapter 30 Six Rules Of Servant-Driven Leadership
Chapter 31 Five Rules That Drive Customer Achievement And Success
Chapter 32 Client Driven Leadership Is About Removing Roadblocks
Chapter 33 Six Rules That Drive Client Results
Chapter 34 Ten Rules that Drive Client Decisions and Loyalty

About the Author
Index