Client Services

QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life

By John G. Miller

QBQ! The Question Behind the Question, already a phenomenon in its self-published edition, addresses the most important issue in business and society today: personal accountability.

The lack of personal accountability has resulted in an epidemic of blame, complaining, and procrastination. No organization-or individual-can achieve goals, compete in the marketplace, fulfill a vision, or develop people and teams without personal accountability.

Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Client Retention

By John Ruhlin

Does it feel like you work in a “red ocean filled with sharks?” Eat or be eaten. Fierce competition. Continual battling over scarce resources.

What if there was another path? What if you could create your own blue oasis where profits are higher, marketing is as natural as breathing, and competition is nearly nonexistent? This nirvana can be a reality when you practice the principles of Giftology.

Hooked: How to Build Habit-Forming Products

By Nir Eyal

Why do some products capture widespread attention while others flop? What makes us engage with certain products out of sheer habit? Is there a pattern underlying how technologies hook us?

Nir Eyal answers these questions (and many more) by explaining the Hook Model—a four-step process embedded into the products of many successful companies to subtly encourage customer behavior. Through consecutive “hook cycles,” these products reach their ultimate goal of bringing users back again and again without depending on costly advertising or aggressive messaging.

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

By John DiJulius III

Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the “”Customer Experience Cycle,”” Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: * Turn customer complaints into positive experiences * Use marketing to go deeper with existing customers * Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences”

Mastering High-Stakes Negotiations: A Comprehensive Review From Both Sides Of The Table

By Mark Bilgin

Mastering High-Stakes Negotiations will provide you with:

The landscape from both sides of the table, providing insight into negotiation strategy.

The fundamental dynamics of soft communication not only between the two negotiating parties but also between members of the negotiating team.

A rich learning experience from expert negotiators who have participated in high-stakes negotiations – an opportunity to learn what goes on behind closed doors.

The indicators of a good tender that will allow you to optimize resources while maximizing results.

A comprehensive review of relevant commercial terms and conditions, including the most common battlegrounds between seller and buyer.

Uncommon Service: How to Win by Putting Customers at the Core of Your Business

By Anne Morriss, Frances Frei

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.

Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.

Relationship Marketing: Successful Strategies For The Age Of The Customer

By Regis Mckenna

From the author of the bestselling The Regis Touch, a simple process for building the crucial relationships that help a company dominate—and own—the market in the Age of the Customer.

Fred 2.0: New Ideas on How to Keep Delivering Extraordinary Results

By Mark Sanborn

Nine years ago, bestselling author and business consultant Mark Sanborn introduced the world to Fred, his postman, who delivered extraordinary service in simple but remarkable ways. Fred’s story inspired millions. Companies―even, cities―were inspired to turn the ordinary into the extraordinary each day.

Today, with stiff competition from the networked global economy, delivering extraordinary results is more important than ever. With Fred 2.0, Mark not only revisits the original Fred to gain new insights, but also equips all of us with new strategies to achieve more. You’ll not only be inspired by Fred 2.0, you’ll also have the tools and strategies to aim higher and achieve the extraordinary.

The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary

By Mark Sanborn

In his powerful new book The Fred Factor, motivational speaker Mark Sanborn recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves.

In The Fred Factor, Mark Sanborn illuminates the simple steps each of us can take to transform our own lives from the ordinary – into the extraordinary. Sanborn, through stories about Fred and others like him, reveals the four basic principles that will help us bring fresh energy and creativity to our life and work: how to make a real difference everyday, how to become more successful by building strong relationships, how to create real value for others without spending a penny, and how to constantly reinvent yourself.

Delivering Knock Your Socks Off Service

By Performance Research Associates

the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: * Exceeding customer needs and expectations * Determining the right times to bend or break the rules * Becoming fantastic fixers and powerful problem-solvers * Using the RATER factors to wow your customers * Understanding cultural and generational differences * Becoming a listening post * Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.

Fish: A Proven Way to Boost Morale and Improve Results

By Stephen Lundin, Harry Paul, John Christensen

In this engrossing parable, a fictional manager is charged with the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Across the street from her office is Seattle’s very real Pike Place Fish Market, world famous and wildly successful thanks to its fun, bustling, joyful atmosphere and customer service. By applying ingeniously simple lessons learned from the actual Pike Place fishmongers, our manager learns how to energize those who report to her and effect an astonishing transformation in her workplace.

Addressing todays work issues (including employee retention and burnout) with an engaging metaphor and an appealing message that applies to any sector of any organization, Fish! offers wisdom that is easy to grasp, instantly applicable, and profound–the hallmarks of a true business classic. Based on a bestselling ChartHouse training video which has been adopted by corporations including Southwest Airlines, Sprint, and Nordstrom.

Four Seasons: The Story of a Business Philosophy

By Isadore Sharp

How did a child of immigrants, starting with no background in the hotel business, create the world’s most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service?
Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father’s three-man construction business.

Sharp learned the hotel business by trial and error. His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Today, Four Seasons is widely recognized as the world leader in comfort and luxury—in fact, it sets the standard by which every luxury hotel is measured.

The Ultimate Sales Letter: Attract New Customers. Boost your Sales.

By Dan S. Kennedy

Write Well to Sell Big!

In the age of e-mail and instant communication, great sales copy is indispensable to closing a deal. But too many sales letters end up in the junk file or the wastebasket. In this new edition of his top-selling book, author Dan Kennedy explains why some sales letters work and most don’t. And he shows how to write copy that any business can use.

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know

By Jeffery Gitomer

Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty

By Patrick Lencioni

Another extraordinary business fable from the New York Times bestselling author Patrick Lencioni

  • Offers a key resource for gaining competitive advantage in tough times
  • Shows why the quality of vulnerability is so important in business
  • Includes ideas for inspiring customer and client loyalty
  • Written by the highly successful consultant and business writer Patrick Lencioni

This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge.

The Go-Giver: A Little Story About a Powerful Business Idea

By Bob Burg

The Go-Giver tells the story of an ambitious young man named Joe who yearns for success. Joe is a true go-getter, though sometimes he feels as if the harder and faster he works, the further away his goals seem to be. And so one day, desperate to land a key sale at the end of a bad quarter, he seeks advice from the enigmatic Pindar, a legendary consultant referred to by his many devotees simply as the Chairman.

The Ultimate Sales Machine: Turbocharge Your Business with Relentless Focus on 12 Key Strategies

By Chet Holmes

Chet Holmes helps his clients blow away both the competition and their own expectations. And his advice starts with one simple concept: focus! Instead of trying to master four thousand strategies to improve your business, zero in on the few essential skill areas that make the big difference.

The Ultimate Sales Machine shows you how to tune up and soup up virtually every part of your business by spending just an hour per week on each impact area you want to improve?sales, marketing, management, and more.

The Tipping Point: How Little Things Can Make a Big Difference

By Malcolm Gladwell

The tipping point is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire. Just as a single sick person can start an epidemic of the flu, so too can a small but precisely targeted push cause a fashion trend, the popularity of a new product, or a drop in the crime rate. This widely acclaimed bestseller, in which Malcolm Gladwell explores and brilliantly illuminates the tipping point phenomenon, is already changing the way people throughout the world think about selling products and disseminating ideas.

Death by Meeting: A Leadership Fable…About Solving the Most Painful Problem in Business

By Patrick Lencioni

In his latest page-turning work of business fiction, best-selling author Patrick Lencioni provides readers with another powerful and thought-provoking book, this one centered around a cure for the most painful yet underestimated problem of modern business: bad meetings. And what he suggests is both simple and revolutionary.

Flipping the Switch: Unleash the Power of Personal Accountability Using the QBQ!

By John G. Miller

In his bestselling book QBQ! The Question Behind the Question, John G. Miller revealed how personal accountability helps to create opportunity, overcome obstacles, and achieve goals by eliminating blame, complaining, and procrastination. The result? Stronger organizations, more dynamic teams, and healthier relationships.

Now Miller takes readers to the next level to show how they can use the power of the QBQ! and personal accountability every day.

When a light switch is flipped the flow of energy that is released reaches the lightbulb in an instant, bringing it to life. Similarly, asking the right kind of question-a QBQ-is the first step to empowering what Miller calls the Advantage Principles-five essential practices that will lead to a richer experience in every aspect of life.

Mastering the Rockefeller Habits

By Verne Harnish

What are the underlying handful of fundamentals that haven’t changed for over a hundred years? From Harnish’s famous “Mastering a One Page Strategic Plan” process that has been a best-selling article on the web to his concise outline of eight practical actions you can take to strengthen your culture, this book is a compilation of best practices adapted from some of the best-run firms on the planet.

Perform Like a Rock Star & Still Have Time for Lunch

By Orna W. Drawas

Everyone wants to be a star at some point in their life. Become a true leader, a real mover, and quite simply, someone who people can count on to makes things happen. Inside the pages of Perform Like a Rock Star and Still Have Time for Lunch you can uncover ways to attain whole new levels in your own personal peak performance that can bring you greater success and fulfillment in your career – than you ever thought possible – and still have time for lunch . . . and so much more.

The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

By Shep Hyken

Customer service isn’t a department–it’s a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty:

  • Membership: What if you treated the people you serve like members instead of customers?
  • Serious FUN: What if your employees felt a sense of fulfillment and enjoyment that made them loyal to you and your customers?
  • Partnership: What if your customers thought of you as a partner rather than just another vendor?
  • Hiring: What if you could implement innovative hiring processes to support your customer-service mission?
  • The After-Experience: What if you could create a memorable, positive experience after someone did business with you?
  • Community: What if you could create a community of evangelists–loyal customers who brag about you to their friends and associates?
  • Walking the Walk: What if every person in your company didn’t just deliver, but lived and breathed your vision for amazing customer service?

The Checklist Manifesto: How to Get Things Right

By Atul Gawande

In his latest bestseller, Atul Gawande shows what the simple idea of the checklist reveals about the complexity of our lives and how we can deal with it.

The modern world has given us stupendous know-how. Yet avoidable failures continue to plague us in health care, government, the law, the financial industry—in almost every realm of organized activity. And the reason is simple: the volume and complexity of knowledge today has exceeded our ability as individuals to properly deliver it to people—consistently, correctly, safely. We train longer, specialize more, use ever-advancing technologies, and still we fail. Atul Gawande makes a compelling argument that we can do better, using the simplest of methods: the checklist. In riveting stories, he reveals what checklists can do, what they can’t, and how they could bring about striking improvements in a variety of fields, from medicine and disaster recovery to professions and businesses of all kinds. And the insights are making a difference. Already, a simple surgical checklist from the World Health Organization designed by following the ideas described here has been adopted in more than twenty countries as a standard for care and has been heralded as “the biggest clinical invention in thirty years” (The Independent).

The Habit Factor: An Innovative Method to Align Habits with Goals to Achieve Success

By Martin Grunburg

Everyone desires to achieve their goals and realize success, yet few do. The Habit Factor® encapsulates nearly 3,000 years of philosophy and success literature to reveal the most elemental and profound truth governing all personal achievement: HABIT is the single-greatest factor in a person’s ability to realize a life of success and achievement. For the first time ever, The Habit Factor® reveals its proven step-by-step methodology — a process that has received acclaim from top success coaches, personal trainers and PhD’s around the world. This book takes the reader on a “mind-bending adventure of insight and application” to explore the deepest mysteries of habit. Questions never before asked, or answered, are tackled within these pages, and you are certain to come out the other side awakened, empowered and transformed.

Just Listen: Discover the Secret to Getting Through to Absolutely Anyone

By Mark Goulston M.D.

The first make-or-break step in persuading anyone to do any thing is getting them to hear you out. Whether the person is a harried colleague, a stressed-out client, or an insecure spouse, things will go from bad to worse if you can’t break through emotional barricades. Drawing on his experience as a psychiatrist, business consultant, and coach, and backed by the latest scientific research, author Mark Goulston shares simple but power ful techniques readers can use to really get through to people–whether they’re coworkers, friends, strangers, or enemies. Getting through is a fine art but a critical one. With the help of this groundbreaking book readers will be able to turn the “impossible” and “unreachable” people in their lives into allies, devoted customers, loyal colleagues, and lifetime friends.

Work the System: The Simple Mechanics of Making More and Working Less THIRD EDITION

By Sam Carpenter

Work The System: The Simple Mechanics of Making More and Working Less, guides the reader in modifying his or her perception of the world, moving from a false vision of chaotic conglomeration, to a more accurate one: that life is an orderly collection of individual linear systems each of which can be improved and perfected. The reader is guided through the process of ”getting” this new vision, and then through the specifics of applying it via a “system improvement” protocol. For start-ups or existing businesses the methodology is simple, believable, and mechanical; not mystical or theoretical. Carpenter developed this “Systems Mindset” protocol in the business he purchased in 1984 and still owns today. With that company, he moved from an 80-100 hour workweek to a 2 hour workweek, while multiplying his income dozens of times over. He is CEO of an international business consulting firm and several other businesses and non-profits, each operated in the same systems mindset fashion. With a diverse background in engineering, construction, publishing, telecommunications and journalism, he calls his approach a “workingman’s philosophy.” See workthesystem.com/testimonials.

Linchpin: Are You Indispensable?

By Seth Godin

There used to be two teams in every workplace: management and labor. Now there’s a third team, the linchpins. These people figure out what to do when there’s no rule book. They delight and challenge their customers and peers. They love their work, pour their best selves into it, and turn each day into a kind of art.

Linchpins are the essential building blocks of great organizations. They may not be famous but they’re indispensable. And in today’s world, they get the best jobs and the most freedom.