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Author: Colin Cowie Publisher: HarperCollins Leadership ISBN: 1400224047 Category : Business & Economics Languages : en Pages : 241
Book Description
Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients. If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book. Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner. Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world—including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few. In this book, you will: Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team. Learn how you can align your vision with your essential mission statement. Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business. Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers. Become armed to inspire and empower your team. Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of. Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.
Author: Colin Cowie Publisher: HarperCollins Leadership ISBN: 1400224047 Category : Business & Economics Languages : en Pages : 241
Book Description
Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients. If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book. Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner. Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world—including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few. In this book, you will: Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team. Learn how you can align your vision with your essential mission statement. Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business. Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers. Become armed to inspire and empower your team. Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of. Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.
Author: David J. Mullen Publisher: HarperChristian + ORM ISBN: 0814431747 Category : Business & Economics Languages : en Pages : 283
Book Description
If you’re an advisor, whether you need a push or not, and regardless if you’re new or old to the business, this guide will help add instant value to your practice. Using the proven method author David J. Mullen Jr. has taught at Merrill Lynch and is famous for in the industry, The Million-Dollar Financial Services Practice guides aspiring brokers on their journey toward building a lucrative financial services practice. Templates, scripts, letters, and tried-and-true market action plans work together to give you the skills you need to get the appointment, convert prospects to clients, build relationships, retain clients, use niche marketing successfully, and increase the products and services each client uses. In The Million-Dollar Financial Services Practice, you will gain insight into practical areas often overlooked by other industry guides, including: how to work in teams, how to train sales associates, and how to handle and overcome rejection. Updated with new strategies for acquiring affluent clients, the second edition of The Million-Dollar Financial Services Practice includes tips on offering wealth management services, using social media, leveraging alumni marketing, and targeting successful relators as clients to help today’s financial service professionals become top producers.
Author: Ivan M. Illan Publisher: John Wiley & Sons ISBN: 1119504139 Category : Business & Economics Languages : en Pages : 384
Book Description
A must-have reference for financial advisors In step-by-step detail, Success as a Financial Advisor For Dummies covers how a current or would-be financial advisor can maximize their professional success through a series of behaviors, activities, and specific client-centric value propositions. In a time when federal regulators are changing the landscape on the standard of care that financial services clients should expect from their advisors, this book affords professionals insight on how they can be evolving their practices to align with the regulatory and technological trends currently underway. Inside, you’ll find out how a financial advisor can be a true fiduciary, how to compete against the growing field of robo-advisors, and how the passive investing trend is actually all about being an active investor. Additionally, you’ll discover time-tested advice on building and focusing on client relationships, having a top advisor mindset, and much more. Master the seven core competencies Attract and win new business Pick the right clients Benchmark your performance Start your own firm Brimming with practical expert advice, Success as a Financial Advisor For Dummies is a priceless success tool for any wannabe or experienced financial advisor.
Author: James W. Russell Publisher: NYU Press ISBN: 1583679359 Category : Business & Economics Languages : en Pages : 281
Book Description
An essential resource for workers navigating their retirement and pension options, from the labor organizer's perspective. Researching retirement plans should not take the rest of your life, even if deciphering the relevant paperwork seems to have become a full-time job. Deliberately elaborate legalese is obscuring the efforts of financial elites to seize control of workers' collective retirement savings—and The Labor Guide to Retirement Plans is here to translate. Neoliberal retirement reforms have escalated elites' efforts to replace guaranteed workplace retirement plans with weak 401(k)-like savings accounts and risky stock market investment schemes. The result is arguably the largest source of labor value expropriation over the last four decades. In light of all this, what do workers need to know as they assess their future prospects—especially in terms of the security their retirement plans may or may not bring? What should union activists keep in mind as they push for the national and workplace reforms needed to produce greater retirement security? This nuts-and-bolts book provides a much-needed demystification of the retirement system. Even more than that The Labor Guide to Retirement Plans enables us to take charge of our own personal futures, as a first step towards taking back what belongs to us all.
Author: Rae Weston Publisher: Routledge ISBN: 1136223320 Category : Business & Economics Languages : en Pages : 411
Book Description
First published in 1983, this book provides a comprehensive view of gold and gold trading in its many facets, and identifies those sources of information that are important for an understanding of the world’s gold markets. The author looks first at gold’s changing role since 1960; in particular, the change from the fixed price to the present free market determination of price. The different forms the demand for gold takes – bullion, paper or in fabricated forms such as jewellery – are explained in detail. This is followed by an analysis of the supply side – new gold production and the circulation of existing old gold. The survey concludes with an assessment of the gold market and of gold prices now and in the future.
Author: Michael J. Nathanson Publisher: Springer ISBN: 3319984160 Category : Business & Economics Languages : en Pages : 205
Book Description
Effective financial planning for executives and entrepreneurs is complex, dense, and impossible to reduce to a single, easy-to-understand formula. Designed to emphasize the importance of effective, targeted financial planning, this book begins by telling a story about a fictional, but plausible, power couple and their family who (spoiler alert!) do pretty much everything wrong in securing their financial future. In most cases, they don’t do the things needed because they don’t know what they are. Using this story as a case study of executives and entrepreneurs, the book breaks down the case into chapters and offers practical discussions of all the key financial planning pillars—investment planning, tax planning, estate planning, philanthropic planning, risk management, and equity-based compensation to name a few—with the tools needed to tailor a plan for virtually every circumstance and need. While there is no single plan that works for everybody, this book will provide a guide with complicated, technical information alongside specific guidance on how to build an effective financial plan.
Author: Alana Valiño Solis Publisher: Independently Published ISBN: Category : Languages : en Pages : 0
Book Description
Anyone that has been a service manager knows the job is incredibly stressful. Several managers I have worked for used to joke about how they had a full head of hair before they started in service management. As I made my way through the automotive industry, starting at the gas pump and eventually to regional fixed operations management, I discovered that I could manage my stress level and generate amazing net profit by always keeping a finger on the pulse of the drive-through. This initiative-taking approach helped me quickly grow my bottom line and simultaneously keep most of my employees happy. I kept everyone focused on the customer's needs first and always looked for ways to make it easy for everyone to earn money based on performance. If you are a service manager, you know that the first order of business is the profitability of the department - how you are spending the gross profit and how much you have left over at the end of the month in terms of net profit. You cannot manage the bottom line when you are putting out fires created by a lack of communication, overselling, and indifference in your drive-through. Your attention needs to be focused on process, expenses, and customer retention. Keeping a watchful eye on how the customers are treated and being proactive when you see advisors inadvertently planting land mines for you to find daily will save you time and brain damage in the future. If you can become an expert at identifying underlying issues before they turn into major life-altering events, create a supportive atmosphere for your advisors, and be firm with rules, guidelines, and selling tactics. In that case, you will succeed at this job. There are several keys to running a stellar service department. In this book, we will focus on the advisors and the drive-through. We will explore how advisors directly impact the service department daily and how they can impact the amount of hair you have left over at the end of it all. In this book, I will "brake" down the things that identify and help create "Gold Standard Service Advisors." Service managers will find that the core training of each of their advisors is vital and requires constant follow-up and consistent reinforcement on their part. This may be something that you, the manager, do not have time for. So, this book is also about how I can help you. Coupled with my firsthand experiences and examples of how to apply the techniques I teach, a service manager could take the information in this book and build an outstanding team of lean, mean, relationship-building, and labor-selling machines. Or, if you are a service advisor who has finally committed to providing service excellence, the blueprint for you to succeed can be found on these pages. My mission is to identify, train, and empower service managers and service advisors with the knowledge and skills required to build customer relationships that encourage loyalty and that drive long-term profits in the fixed operations of your dealership while streamlining processes throughout the dealership to encourage an efficient and smooth-running environment for the customer to do business in. You CAN turn your service lane into a profitable, minimally stressful environment you can be proud of, and Gold Standard Service Advisors are the key to it all.
Author: Joseph A. Michelli Publisher: McGraw Hill Professional ISBN: 0071641637 Category : Business & Economics Languages : en Pages : 332
Book Description
Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
Author: Anna Grace Kawałek Publisher: Routledge ISBN: 1000292304 Category : Law Languages : en Pages : 143
Book Description
This book presents findings from a process evaluation carried out at a problem-solving court located in England: Manchester Review Court. Unlike the widely documented successes of similar international models, there is no detail of Manchester Review Court in the accessible literature, not in any policy document, nor is there a court handbook or website outlining objectives and expected practice. In adopting the seminal ‘wine’ and ‘bottle’ analytical framework propounded by therapeutic jurisprudence scholars, and by carrying out a detailed comparative analysis comparing the court to successful international problem-solving courts, the original empirical data brings clarity to an overlooked area. A fidelity analysis is also offered for the forerunning English and Welsh drug courts, which were established during the early 2000s, but then shortly fell by the wayside without satisfactory explanation for why. Findings from the book shed new light on the causes of the English and Welsh drug court downfalls pending recent calls to roll out a fresh suite of problem-solving courts. In light of the international evidence base and national struggles in the field, the book proposes a renewed, UK-specific, fidelity matrix to forge the impetus for new practice in this area, whilst accounting for past failures and acknowledging current issues. Therefore, this book not only breaks new ground by advancing knowledge of a significantly uncharted area but provides important inroads for helping policymakers with their strategies in tackling recidivism, addiction, victimisation, and austerity, as widespread social and human issues currently facing both Manchester and the UK more broadly. Presenting significant advancements in theory, policy, and practice at both national and international scale, the book will be a valuable resource for academics and practitioners working in the fields of Therapeutic Justice, Criminal Law, Criminology, Criminal Justice, and Socio-Legal Studies.
Author: Colin Cowie
Author: Colin Cowie
Author: David J. Mullen
Author: Ivan M. Illan
Author: James W. Russell
Author: United States. National Labor Relations Board
Author: Rae Weston
Author: Michael J. Nathanson
Author: Alana Valiño Solis
Author: Joseph A. Michelli
Author: Anna Grace Kawałek