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Tables of Contents for Customer Once, Client Forever
Chapter/Section Title
Page #
Page Count
Acknowledgments
vii
Foreword
xiii
Paul B. Brown
Introduction
xv
Knight A. Kiplinger
How to Maximize Your Use of This Book
xxi
Understanding the Philosophy of Lifetime Clients
1
18
Continually Improving Yourself
19
30
Properly Preparing Yourself to Win the Lifetime Relationship
49
18
Chasing the Client, Not the Dollar
67
18
Superserving Your Clients
85
12
Building Lifetime Client Rapport
97
20
Hearing What Your Clients Are Actually Saying
117
20
Asking the Right Questions
137
18
Systemizing Your Business
155
30
Gaining Valuable Client Feedback
185
24
Converting Complaining Clients Into Lifetime Clients
209
24
Properly Managing Your Client Base
233
16
Expanding Your Client Base
249
14
Today Is ``Monday Morning''
259
4
Appendix: Books That Have Helped Me
263
10
Index
273
8
Readership Survey and Order Information
281
2
About the Author
283