The Power to Please

Delivering Quality Customer Service

De: George Walther

Narrado por: George Walther

Duración: 6 h y 20 m

Resumen del Editor

How do you get ahead in an increasingly competitive world?

Build a better product? Increase productivity? Lower prices and/or sell harder to close more new customers?

Those are all good solutions and they are the first three places most people look to improve business. However, they are all costly and ultimately less important to your continued success than improving your relationships with existing customers. Relationships build business!

In most businesses, winning a new customer actually costs more than the profit they bring in. But a repeat buyer is almost pure profit. One customer who buys twice can be worth more than four customers who buy once but never again.

Did you know that it's actually easier (and less expensive) to convert a dissatisfied customer into a repeat buyer than it is to land a new customer? And a dissatisfied customer can probably tell you more about fixing your business than any high-priced consultant ever could.

These are some of the priceless lessons author and marketing expert George Walther shares with you here:

• Learn the three essential steps in launching enduring relationships
• Discover how to reactivate former customers
• Learn how to consistently satisfy your current customers
• Use transactional analysis to build bridges with customers
• Start your new relationship off on the right foot
• Discover the three goals of conflict resolution
• Learn three steps for getting referrals from customers
• Learn how to prospect for relationships, not sales

The Power to Please covers every facet of customer relations from qualifying a prospect, through the sale, to keeping those orders coming, and re-activating customers who have fallen away for reasons of bad debt, dissatisfaction or competition.

©1994 George Walther (P)1994 Nightingale Conant

10x better than I was expecting

I don’t know why this audio book has low reviews. I just finished listening to it and was blown away. I enjoyed every minute of it. The book is full of endless great advice, and reinforced with great stories. Yes, the book is from the 90s and misses some modern technologies, the principles taught are timeless. And really, this was a digital adaptation of a set of cassette tapes (remember those). But this was a high end production for its time, with dramatizations, narration, and nostalgic early 90s music. And I love the practical recaps at the end of every chapter. 10x better than what I expected. I might actually buy the physical book, if it exists.