Amaze Your Customers!: Creative Tips on Winning & Keeping Your Customers

Contents......Page 6
Acknowledgements......Page 10
About the author......Page 14
Introduction......Page 16
Joe Friedmann......Page 20
Satisfied is not satisfied enough......Page 21
Offer more than the customer expects......Page 24
The desperate quest for uniqueness......Page 25
Welcome to the emotionless world of the customer......Page 26
A look in the rear-view mirror......Page 28
An astonishing metamorphosis – when a seller becomes a buyer......Page 31
See things through the eyes of your customers and be innovative!......Page 32
Courage, goodwill and consistency – an unbeatable trio......Page 34
A matter of timing......Page 40
The brand ‘Me’......Page 42
Don’t forget to listen......Page 43
Critical questions on customer amazement strategies......Page 44
Make yourself at home......Page 48
No overhead projector required......Page 51
A little ‘light’ refreshment?......Page 54
With the compliments of the chef......Page 57
Taxi!......Page 61
Coffee, tea, mineral water, Coke, sandwiches......Page 63
35,000 euros – and no takers......Page 66
Unleaded, please!......Page 70
Is the water temperature ok?......Page 71
The smallest room – a horror scenario......Page 74
Children welcome......Page 76
Pizza Quattro Cartone......Page 79
In the retirement home......Page 81
A trip to the mountains......Page 82
At the supermarket......Page 85
A set of snow tyres, please......Page 87
We hope you have enjoyed flying with us......Page 90
An overdose of perfume......Page 93
Cool Caribbean dream......Page 95
Wanted – fashion consultant......Page 98
Can I help you?......Page 101
Please hold the line......Page 104
Open wide!......Page 107
Take a seat in the waiting room......Page 109
I need help!......Page 112
Language lessons at the florist’s......Page 115
Cats would buy goldfish flakes......Page 117
When the boss makes a speech......Page 119
Project ‘Christmas gifts for our customers’......Page 121
Fully booked......Page 125
The man from the insurance company......Page 128
Craftsmen wanted......Page 132
Two customers less......Page 134
Pay effective compliments......Page 138
Complain, but do it properly!......Page 143
Win the ‘Joe Friedmann Customer Amazement Award’!......Page 148
The customer has the last laugh......Page 151
Index......Page 152