Author: Sandra BrownPublisher: Simon and Schuster
ISBN: 1982177128
Category : Fiction
Languages : en
Pages : 512
Book Description
Originally published: New York: Simon & Schuster, 2010.
Tough Customer
Author: Sandra BrownPublisher: Simon and Schuster
ISBN: 1416563229
Category : Fiction
Languages : en
Pages : 402
Book Description
The #1 New York Times bestselling author of Seeing Red “charges her characters and their relationships with electricity” (San Francisco Book Review) in this sizzling, sleep-with-the-lights-on novel of suspense. When a deranged stalker attempts to murder her daughter Berry, Caroline King has no doubts who to contact for help: Berry’s father, the cagey private investigator Dodge Hanley. It’s been thirty years since Dodge last saw Caroline, but the savvy real estate mogul still haunts his dreams. He has a whole bagful of grudging excuses for ignoring Caroline’s call—and one compelling reason to drop everything and fly down to Texas to protect the daughter he’s never met: guilt. As always, Dodge’s perseverance knows no bounds as he teams with a small-town sheriff, but the alarming situation worsens when the stalker claims other victims, leaving a trail of clues lethally pointing toward Berry. And Dodge—a street-smart fighter who has always put his life on the line—realizes that this time, he’s risking his heart as well...
Negotiating with Tough Customers
Author: Steve ReillyPublisher: Red Wheel/Weiser
ISBN: 1632659506
Category : Business & Economics
Languages : en
Pages : 172
Book Description
A guide to holding your ground with hardball negotiators, from a “talented advisor with a rare ability for connecting people with ideas” (Patrick Lencioni, bestselling author of The Five Dysfunctions of a Team). Negotiation is the middle ground between capitulation and stonewalling—a back-and-forth between two parties trying to reach agreement. If a price or other term is non-negotiable, there is no give and take, just “take it or leave it.” You may think you are negotiating, but if the other side isn’t playing, you aren’t either. Regardless of the industry, situation, or product, the two most common mistakes negotiators make are: 1) they give ground too easily, and 2) they get nothing in return. When dealing with tough customers, it is even more important to be able to defend your position and bargain for reciprocal concessions. Negotiating with Tough Customers provides proven methods for holding your ground against (seemingly) more powerful negotiators. But it goes further, making sure that when you do give ground, you get equal or better value in return. Using a cooperative, collaborative approach in a hardball negotiation just doesn’t work. Tough negotiators will play win-win, but only if they have nothing to lose. Negotiating With Tough Customers will make you a better salesperson by making you a better negotiator . . . and vice versa.
Smash Cut
Author: Sandra BrownPublisher: Simon and Schuster
ISBN: 1416563091
Category : Fiction
Languages : en
Pages : 512
Book Description
Hired by a woman who believes that the shooting of her Atlanta businessman friend was planned by his nephew, defense lawyer Derek Mitchell comes to realize that the nephew is a psychotic movie buff who enjoys acting out favorite violent film plots.
How to Deal with Difficult Customers
Author: Dave AndersonPublisher: John Wiley & Sons
ISBN: 1118761618
Category : Business & Economics
Languages : en
Pages : 123
Book Description
Praise for How to Deal with Difficult Customers "The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective." --Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida "Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process." --Mike Roscoe, Editor in Chief, Dealer Magazine "I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice." --Warren Lada, Senior Vice President, Saga Communications "An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential." --Mike Tomberlin, CEO, The Tomberlin Group "Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process." --Dan Janal, President, PRleads.com "What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book." --Randy Pennington, author, Results Rule!
Tough Chicks
Author: Cece MengPublisher: Houghton Mifflin Harcourt
ISBN: 0618824154
Category : Juvenile Fiction
Languages : en
Pages : 41
Book Description
Three independent chicks who dare to be different are reprimanded by the other barnyard residents for not being quiet and docile, until the smart, fearless trio takes on a runaway tractor.
Difficult Conversations
Author: Douglas StonePublisher: Penguin
ISBN: 1101496762
Category : Psychology
Languages : en
Pages : 351
Book Description
The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask" We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to: · Decipher the underlying structure of every difficult conversation · Start a conversation without defensiveness · Listen for the meaning of what is not said · Stay balanced in the face of attacks and accusations · Move from emotion to productive problem solving
Dealing with Difficult Customers
Author: Noah FlemingPublisher: Red Wheel/Weiser
ISBN: 1632658895
Category : Business & Economics
Languages : en
Pages : 195
Book Description
Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. Dealing with Difficult Customers will show you: How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. How “Hungry Hippos” and “Problem Children” are sapping your employees time and energy and what to do about them. The behaviors that turn great customers into dissatisfied critics and how to change them.
Tough Choices
Author: Carly FiorinaPublisher: Hachette UK
ISBN: 1857884345
Category : Biography & Autobiography
Languages : en
Pages : 429
Book Description
By accepting the CEO job at Hewlett-Packard, an iconic company that had lost its way, Carly Fiorina confirmed her status as the most powerful businesswoman in America. But she also made herself a target for everyone who disliked her bold leadership style and resented her rapid rise. For six years, as she led HP through drastic changes and a controversial merger, Fiorina was the subject of endless analysis, debate and speculation. Yet in all that time, the public never really got to know the person behind the persona. Tough Choices finally reveals the real Carly Fiorina, who writes with brutal honesty about her triumphs and failures, her deepest fears and most painful confrontations – including her sudden and very public firing by HP's board of directors. Tough Choices shows what it's really like to lead a major corporation in a time of great change while trying to stay true to your values. It's one woman's inspiring story, along with her unique perspective on leadership, technology, globalisation, sexism and many other issues. "Superb... certain to be a hit. Ms Fiorina is at her best when recounting the travails of a woman in a male-dominated culture. She is also good in her psychological descriptions of the constant betrayals that occur in corporate bureaucracies. The woman that emerges from these pages is cultured, sensitive and vulnerable, even as she acts tough." —The Economist
Strategic Customer Service
Author: John A. GOODMANPublisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
Category : Business & Economics
Languages : en
Pages : 274
Book Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
