Care Packages for Your Customers » (1ST)

Barbara A. Glanz, C.S.P., is known as “the business speaker who speaks to your heart as well as your head.” Featured on television, on radio, and in print, she gives frequent presentations at conferences and leading organizations worldwide. The author of 11 bestselling business how-to books, Glanz is an expert in helping companies improve morale, retention, and service.

Barbara A. Glanz, C.S.P., is known as “the business speaker who speaks to your heart as well as your head.” Featured on television, on radio, and in print, she gives frequent presentations at conferences and leading organizations worldwide. The author of 11 bestselling business how-to books, Glanz is an expert in helping companies improve morale, retention, and service.

Acknowledgments     xi
The Clerk With The Smirk     xiii
Preface     xvii
Introduction: Self Assessment-How Well Are You Currently Doing in Building Customer Loyalty?     1
Weekly Ideas     9
Determine the Lifetime Value of a Customer     11
Remember the Two Levels of Every Interaction     14
Don't Take a Customer's Anger Personally     18
Surprise Coworkers and Internal Customers with Anonymous Gifts     21
Remember That Everyone Sees the World Differently     24
Value Employees as "Whole" Persons     28
Listen with Your Heart     32
Reframe How You View Mis-Takes in Your Organization, Part One     35
Reframe How You View Mis-Takes in Your Organization, Part Two     38
Decorate Your Cubicle or Workspace with Things That Remind You of Giving Good Service     41
Celebrate the Gift of Life!     44
Remember the Concept of the Emotional Bank Account, Part One     48
Remember the Concept of the Emotional Bank Account, Part Two     52
Decorate Hallways and Walls with Inspirational Quotations and Graphics     55
Hold Focus Groups, Part One     60
Hold Focus Groups, Part Two     63
Give Yourself a Hand!     66
Five Loyalty Builders     69
Celebrate Small Wins     72
Brainstorm Ways You Can Enhance Your Customer's Experience, Part One     75
Brainstorm Ways You Can Enhance Your Customer's Experience, Part Two     78
Brainstorm Ways You Can Enhance Your Customer's Experience, Part Three     83
Focus on What You Can Do     88
Have Fun with Stories     91
You Don't Learn Anything with Your Mouth Open     94
Beautiful People Don't Just Happen     97
Work on a Community Project     102
"Every Customer Is a Gift"     106
Always Anticipate the Customers' Needs     109
Whenever You Can, Offer the Customers Options     112
Inform the Customers When You Have Gone Out of Your Way for Them     116
Manage by Wandering Around     120
Know Why Customers Are Unhappy with Your Organization     124
Honor Customer Complaints     127
Do Just a Little Bit Extra for Each Customer     130
Take an Internal Customer to Lunch     133
Are You Friendly?     136
Think Like a Customer     139
Four Things Customers Want     142
Manage from the Heart     145
The Four Steps of Recovery     149
Happy Employees Create Happy Customers     152
Hold Grapevine Sessions     155
Stay Calm with a Difficult Customer     158
A Dilemma to Discuss     161
Create a Human-Level Database     163
Use Selective Agreement     166
Use an Objective Measurement to Communicate the Seriousness of the Situation     169
Celebrate Any Good News You Can Find!     172
Have a Thank Your Customers Day     175
Have a Thank Your Internal Customers Day     179
Add Your Personal Signature to Your Work     183
Conclusion: You Have a Choice!     189
Index     193