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"Jean and Steve - I just wanted to let you guys know a couple of things. First, my business has been suffering lately so this weekend I started putting out flyers again for my residential customers using the templates from your website. When I got home I logged into the website and saw all of your new sales letters for commercial use and also listened to the 2 hour marketing class audio. I am on fire now! I was thinking to myself, how can I market to businesses? I have been wanting to send out letters but did not have a clue where to start writing until now. Thanks to you I now have a PLAN. It feels good to know what I am going to do. I know you probably get tired of hearing this....but I do not know what I would do without you guys. I have looked high and low and there is nobody else in the industry that offers what you all do for the value. Just wanted to say thanks:)"  Diana Robinson, Snellville GA

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Customer Service Resources

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Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffrey Gitomer. Customer-service pro Jeffrey Gitomer does not believe that a near-perfect customer-satisfaction rating of 97.5 percent is good enough. "That means 2.5 percent of your customers are mad and they're telling everyone. Based on a philosophy that's been developed through his syndicated business columns and more than 150 seminars he gives each year to major companies the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you."

 


  
How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients by Jeffrey J. Fox. This is an afternoon read, pure and simple. And chances are good that once readers accept Fox's hard-hitting yet commonsense approaches, they'll accept his sales process, which applies, by the way, to selling widgets, promoting intangible services, or selling yourself. Every one of the author's 50 two-page to four-page chapters contains just one nugget of information more than the preceding section, enough to keep the momentum and the attention.

 

  
What Clients Love: A Field Guide to Growing Your Business by Harry Beckwith. Marketing guru Harry Beckoffers valuable lessons about capturing and keeping clients. Using examples from Absolut Vodka, Kinkos, Starbucks, and Ian Schragers boutique hotels, he organizes his advice by describing four significant social trends that shape client needs and loyalty. Beckwiths strategies for coping with information overload focus on getting to the point--using a shorter sell and fewer superlatives



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