Please open https://hotaudiobook.com ONLY on your standard browser Safari, Chrome, Microsoft or Firefox to download full audiobooks of your choice for free.
Title: It's the Customer, Stupid!
Subtitle: 34 Wake-up Calls to Help You Stay Client-Focused
Author: Michael A. Aun
Narrator: Pete Larkin
Format: Unabridged
Length: 5 hrs and 51 mins
Language: English
Release date: 08-29-12
Publisher: Audible Studios
Ratings: 2 of 5 out of 1 votes
Genres: Business, Marketing
Publisher's Summary:
Ruthlessly focus on what's convenient for customers, not what's convenient for you
Ninety 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.
Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, 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.
It's the Customer, Stupid! 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!
Members Reviews:
No Nibbling!
What's not to like about a book with 34 short chapters on customer service? Leverage 10, 20 or all 34 topics and you have a ready-made talk and discussion for your next 10, 20 or 34 weekly staff meetings with your department or your entire team.
Here's a pop quiz for your managers. Just two questions:
1) How many of our team members and volunteers need improved customer service skills?
2) How much money will we invest this year in improving our customer service--and what's the downside if we don't invest any funds?
This quick-reading book might be your launching pad for improving the way you serve your customers, clients, donors and volunteers. The author won the World Championship of Public Speaking for Toastmasters International (out-talking 150,000 Toastmasters from 65 countries). So if his book is only one-tenth as good as his platform skills, it's still a winner.
Once I scanned a few chapters, I was hooked--then I went back and read the first chapter and...oh-my-goodness...you have to read Michael Aun's horror story at the grocery store that rhymes with "ogre." (He's repeated the story on hundreds of platforms since. And that could happen to your brand--if you don't buy the book and implement his customer service ideas.)
Take a look:
--Chapter 1: Unhappy Customers Will Not Only Fire You But They Will Tell Others
--Chapter 3: Fix the Problem; Don't Fix the Blame
--Chapter 4: Always Give Them a Baker's Dozen
--Chapter 17: Find Out What the Customers Need and Give It to Them
--Chapter 19: Become a Mentor to Your Client; Coach and Counsel!
--Chapter 22: If You Pay Peanuts, You Get Monkeys!
--Chapter 25: The Old Way Is Rarely the Best Way Because Change Is Constant
--Chapter 27: Bad News Travels at the Speed of Light
And then this gem: Chapter 15: Nibble Away at Customer Solutions. His point is: DON'T nibble--solve the problem. Aun writes, "It's not surgery that kills, it's delayed surgery. This is a favorite saying of mine. What it means: more often than not, when you address a problem early on, it won't fester into an unsolvable dilemma. Address the problem before it becomes a catastrophe."
In the chapter, "Winning Is Never Final and Losing Is Never Fatal," the author says that "stuff is going to go wrong, so get over it. Fix it and move on, and above all, be thankful. This is a gift that keeps on giving.