conneting with customers and colleagues when it counts Acuff, Jerry Primary Author Wood, Wally Additional Author mixed material bibliography Hoboken, New Jersey John Wiley & Sons 2004 en English

Printed Material

xvii, 237 p.: nots, index ; 24 cm. Acuff, president of the Delta Leadership Group, believes that everyone can succeed at any livelihood by mastering the art of relationships. Acuff, who had a long career in pharmaceutical sales, defines the three keys to "relationship edge" as having the right mindset, asking the right questions and doing the right thing. The book develops these principles and uses real-life examples to show readers what types of behavior and conversations lead to success. For example, a sales person can offer to help a prospective customer without pitching a particular product, and often, because of this "goodwill," the would-be client ends up a steady customer. An employee at a large company makes a point of treating everyone equally, sending birthday greetings to staff in different departments. When her position is eliminated, she has a number of colleagues she can ask for help in finding a new job. Acuff says that asking other people about their lives outside of work is often a crucial step in forming a lasting business relationship. He includes a list of questions designed to stimulate conversation including "What do you do when you’re not working?" "Do you actually get to see any teams play?" and "Where is your favorite place to vacation?" The author’s reliance on quotes from just a handful of people, generally not well known, is a little tiresome, but overall, Acuff’s casual, low-key writing style is appealing. The book should be particularly helpful to less experienced business people, who are more likely to try the recommended strategies than seasoned executives.(c) 2004 Reed Business Information. Case Studies Relationship Customer services Business relationship BZT/AZA 0471477125 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen BZT/AZA Acu 32558 General (General) BZT/AZA Acu 31169 2005-08-24 00:00:00 2021-08-18 14:07:27 machine generated