How do you manage the customer who refuses to be satisfied? That's just one of the many customer relations dilemmas facing small business owners and managers every day. This collection contains dozens of tactics for keeping your customers happy so they not only stay with you, they bring their friends along, too!"Keeping Your Business Customer Friendly" points out numerous small things that can turn into big customer irritants if you're not careful."Three Sure Ways To Drive Away Customers" explains how staff attitudes and communication skills ultimately determine just how loyal your customers remain."Dealing With Difficult Customers" shows how to turn that steaming monster into a happy, satisfied, repeat buyer."Managing Unhappy Service Business Customers" examines the special customer relations problems faced by businesses like repair shops."Case Study: Chacon Autos Steers Through A Downturn" goes behind the scenes to see how strong customer relations helped this small business prosper while their competition floundered. Dave Donelson's world-roving career as a management consultant and journalist has led to writing and photography assignments for dozens of national publications. The Dynamic Manager's Guide series is based on his work with hundreds of business owners and managers as well as his own experiences as a successful entrepreneur. He is also the author of Creative Selling: Boost Your B2B Sales and two novels, Heart Of Diamonds and Hunting Elf.
