Dealing with Difficult Customers
How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers
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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.
Noah Fleming
NOAH FLEMING is a strategic marketing expert and CEO of Fleming Consulting Co. He has provided coaching and consulting services for thousands of business owners, executives, and individuals, and is an expert blogger for FastCompany and guest blogger for The Globe and Mail's "Report on Business."
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Shawn Veltman
For the past 15 years, Shawn Veltman has worked alongside Noah Fleming to develop unique intellectual property, tools, and applications successfully implemented in hundreds of companies across dozens of industries. Veltman has been involved with companies ranging from Internet start-ups to medical device manufacturers, helping executives extract world-class performances from their sales and marketing teams.
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