Paul R. Timm - 50 Powerful Ideas to Keep your Customers

Published by Jaico Publishing House
A-2 Jash Chambers, 7-A Sir Phirozshah Mehta Road
Fort, Mumbai - 400 001
www.jaicobooks.com

Paul R. Timm, Ph.D.

Published in arrangement with
Career Press, Inc.
220 West Parkway, Unit 12, Pompton Plains
NJ 07444, USA

To be sold only in India, Bangladesh, Bhutan,
Pakistan, Nepal, Sri Lanka and the Maldives.

50 POWERFUL IDEAS TO KEEP YOUR CUSTOMERS
ISBN 81-7992-335-5

First Jaico Impression: 2004
Sixth Jaico Impression: 2010

No part of this book may be reproduced or utilized in
any form or by any means, electronic or
mechanical including photocopying, recording or
by any information storage and retrieval system,
without permission in writing from the publishers.

Printed by
Repro India Limited
Plot No. 50/2, T.T.C. MIDC Industrial Area
Mahape, Navi Mumbai - 400 710

PART I.
POWERFUL IDEAS THAT GET YOU FOCUSED

	Idea 1. Understand the goal of customer loyalty
	Idea 2. Recognize what turns off your customers
	Idea 3. Gather feedback and apply service recovery skills
	Idea 4. Know how to tell when you are turning off customer
	Idea 5. Know who all your customers are
	Idea 6. Understand the terrible cost of the lost customer
	Idea 7. Understand the importance of exceeding customer expectations

PART II.
POWERFUL IDEAS FOR PROJECTING YOUR PERSONALITY TO CUSTOMERS

	Idea 8. Greet customers and build instant rapport
	Idea 9. Apply good conversation skills
	Idea 10. Get the customer experiencing something
	Idea 11. Watch your personal appearance and grooming
	Idea 12. Check the appearance and layout of your work area
	Idea 13. Use good telephone techniques
	Idea 14. Say please and thank you
	Idea 15. Enjoy people and their diversity
	Idea 16. Call people names (preferably their names)
	Idea 17. Listen with more than your ears
	Idea 18. Anticipate customer needs
	Idea 19. Reach out and touch them
	Idea 20. Compliment freely and sincerely

PART III.
POWERFUL IDEAS FOR SOLIDIFYING REPEAT CUSTOMERS

	Idea 21. Fish for negative feedback
	Idea 22. Exceed customer expectations with extra value
	Idea 23. Exceed customer expectations with better information
	Idea 24. Exceed customer expectations with add-ons
	Idea 25. Look for ways to improve timing and follow-up
	Idea 26. Make the last part of the transaction positive and motivating
	Idea 27. Reassure the customers decision to do business with you
	Idea 28. Make service speed and customer convenience priorities

PART IV.
POWERFUL IDEAS FOR SAVING POSSIBLE LOST CUSTOMERS

	Idea 29. Keep in touch
	Idea 30. Recognize the value of information and give customers the best
	Idea 31. Master recovery skills
	Idea 32. Disarm the chronic complainer
	Idea 33. Reconcile customer goodwill with symbolic atonement

PART V.
POWERFUL IDEAS MANAGERS CAN USE TO GET EMPLOYEE INVOLVEMENT

	Idea 34. Get everyone involved in setting a theme
	Idea 35. Reward the right actions
	Idea 36. Train and retrain to build employee competence
	Idea 37. Explain the taboos in no uncertain terms
	Idea 38. Provide the right stuff and adequate breaks