Love Your Customer Grow Your Business

By Darren Kelly

The iTunes audio book Number 2 Bestseller is finally available in text. Darren Kelly takes you inside the mind of your customer to show you how they buy, based on a range of emotions and lesser logical reasons. His research covers the communication process from ancient Greece to the Y Generation. You will discover sales and customer service skills, techniques and strategies on a voyage of discovery through your own thoughts too. You will never spend or sell the same way after reading Love Your Customer Grow Your Business. A modern classic.

• Language: English
• Publisher: Darren Kelly
• Release date: Jul 4, 2011
• ISBN: 9781466193635

Book preview

Love Your Customer Grow Your Business

Darren Kelly

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Smashwords Edition

Copyright 2010 Darren Kelly

Smashwords Edition, License Notes

This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each recipient. If you’re reading this book and did not purchase it, or it was not purchased for your use only, then please return to Smashwords.com and purchase your own copy. Thank you for respecting the hard work of this author.

Darren Kelly is available as a Keynote Speaker and Master Trainer for Sales, Customer Service, Leadership, and Peak Performance. See more at www.kellcomm.co.uk. Kellcomm is a communication consultancy and training organisation that specialises in Sales, Customer Service, Media Relations, Presentations, Public Speaking and Peak Performance.

With the exclusion of short quotations for review, reproduction or deployment is prohibited, unless advance written permission has been received from the author. The use of this material in seminars, workshops and other training programmes is also prohibited, unless advance written permission has been received from the author.

This material is for educational purposes only, and the publisher and author do not guarantee that it will be suitable for your circumstances. They also cannot be liable to you or anybody else for any exclusion or error or for any damages that result. The publisher and author will not be liable for any damages that result from any inability to use or the complete use of the information, under any circumstances. This also applies to any claim or cause in any area of law.

Love Your Customer Grow Your Business was authored independently by Darren Kelly. It has not been approbated by the subjects mentioned herein. The trademark names used in the book are to benefit those mentioned and not to infract them.

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Table of Contents

Acknowledgements

You

Books by Darren

About Darren

A Note from Darren

1. A More Confident You

2. Prepare for Success

3. Listen Up

4. Wise Words

5. Speak Up

6. You are Your Message

7. Trust

8. The World’s Most Beautiful Word

9. Time

10. Growing Partners

11. Their Team is Your Team

12. Thank You

13. Free is Good

14. The Power of a Smile

15. Memory Magic

16. Memory Blank

17. Respect for Faith

18. Culture

19. The 7 Deadly Customer Service Sins

20. Spark Your Customer’s Love

21. Maintain the Love

22. Hidden Bonus

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Acknowledgements

Keep the customer happy

Wayne Allwine, the voice of Mickey Mouse for over 32 years.

When we met through our work in 2005; your insights, understanding, kindness, passion and consideration for me and others, made me want to raise my game. You gave a mouse more than a voice; you gave it a heart. You became a Disney legend because you consistently made Mickey’s customers feel super special. The integrity and service you brought to the world also has a spirit in this book. Rest in peace.

If you work just for money, you’ll never make it, but if you love what you’re doing, and you always put the customer first, success will be yours.

Ray Kroc, McDonald’s.

Your insight into what customers wanted, was years ahead of its time. You paid attention and won. I quote your words with absolute respect.

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You

Thank you for your investment in Love Your Customer Grow Your Business. This book is a book about creating awareness of what makes your customer happy and what makes them unhappy. Like you, your customer is a personality created from a myriad of memories, and they make decisions more often than not, using feelings that are based on their past rather than their future. This is because the familiar offers a feeling of security, and means they don’t have to think too hard about making a decision. This is why consistency in customer service is so important. Consistency offers your customer confidence and encourages them to repurchase and recommend you. Pockets of excellent customer service are not sufficient to build customer loyalty.

This book will help you discover more about your customer’s feelings and how those feelings influence their decision to buy from you. It will cover Business to Business and Business to Customer environments, and help you refine the small details of greater customer service to give your business plans the depth needed for long-term success.

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Books by Darren

Love Your Customer Grow Your Business is an iTunes Number 2, Business Bestseller.

The World’s Greatest Sales Lesson is an iTunes Number 1, Business Bestseller.

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About Darren

Darren Kelly was born in Dublin in 1971. He worked as a salesperson for one of Dublin’s most famous shoe stores Boylan’s Shoes before he landed a prestigious role as an Executive Officer at Dublin Port (Ireland’s largest shipping port) in 1990. He received a Diploma in Law (Honours) from the Dublin Institute of Technology in 1993. He was approached by Dublin’s biggest radio station, 98FM, to host his own show in 1999, and he decided to leave shipping and pursue the challenge. Within months, he was spotted by a West Yorkshire radio station called The Pulse, and he became a firm favourite with a new audience in England.

In 2003, he was asked to sign for the biggest radio station outside London, Heart FM in Birmingham. He interviewed Grammy, Oscar and Brits winners, like Cher, Lionel Richie and George Michael, and TV stars, including Eamonn Holmes and Dara O’ Briain. In