Description
To achieve long-term success and keep profits on the rise in the 1990s and beyond, you must do more than merely offer superior service and advertise it aggressively.
Above all else, you must be able to find and nurture a growing roster of clients-and keep them satisfied and happy.
Only by providing great customer service and anticipating and quickly correcting service problems can you prevent clients from be- coming dissatisfied and signing up with your competitors.
KEEPING CLIENTS SATISFIED is the first
book to present a complete "game plan" to help all kinds of service businesses-from bookkeeping services to architects, video rental stores to day care centers-keep clients happier longer. It includes tested strategies and real-life examples that make it easy for you to:
โข Create a "desirable client profile" to target the types of clients who will benefit most from your services
โข Really understand what a potential client wants by asking certain probing questions, along with 12 key indicators of how well you can meet those needs
โข Give clients more than they pay for... including 16 inexpensive "extras" sure to impress any client
โข Adapt 30 types of client communications that help build and maintain a strong relationship
โข Measure clients' satisfaction with you and your services
โข Handle a wide variety of difficult situations, from unexpected requests to demands to reduce your price
โข Say "no" in a way that leaves your client's dignity-and your business relationship- intact
โข Detect the warning signs of client dissatisfaction early enough to remedy the problem, with a simple-to-follow 5-step approach.
ISBN:9780135141830
