Tough Clients: How to Cultivate Profitable Relationships With Difficult Personalities

By Amin Robinson

Difficult clients are a part of every business. If you want your business to flourish in this world of instant gratification and social media; you have to approach difficult clients and situations tactfully. In this book, you’ll learn:
• How to win complex business negotiations.
• How to approach difficult clients and situations with confidence.
• How to build credibility, cultivate relationships, and make clients feel valued.
• The difference between BATNA, ZOPA and much more….

• Language: English
• Publisher: Lulu.com
• Release date: Jan 21, 2015
• ISBN: 9781312853782

Book preview

Tough Clients: How to Cultivate Profitable Relationships With Difficult Personalities

TOUGH CLIENTS: HOW TO CULTIVATE PROFITABLE

RELATIONSHIPS WITH DIFFICULT PERSONALITIES

AMIN ROBINSON

Copyright © 2015 by Amin Robinson

All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission from the publisher.

Terms of use: The information contained within this eBook is strictly for educational purposes. If you choose to apply the ideas contained in this eBook, you are taking full responsibility for your actions. The author and publisher has made every effort to ensure the accuracy of the information within this book was correct at the time of publication. The author and publisher does not assume and hereby disclaims any liability to any party for any loss, damage, or disruption caused by errors or omissions, whether such errors or omissions result from accident, negligence, or any other cause. All characters and events that are in this book are fictional. Any resemblance to real persons, living or dead, is purely coincidental.

ISBN: 978-1-312-85378-2

Preface

Customer Service Facts

1) For every customer who bothers to complain, 26 other customers remain silent.

2) News of bad customer service reaches more than twice as many ears as praise for a good service experience.

3) It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

Clients are the lifeblood of a business, and a successful business maintains each and every client they acquire. However, in the age of instant gratification and social media, their tastes and preferences are extremely strict. If you do not meet a client’s needs quickly enough, you will lose their business.

Whether you’re an entrepreneur or an employee of a business, you will come across difficult clients. Even though no one is perfect, some clients are more difficult to deal with than others. My purpose of writing this book is to teach you the skills and knowledge that you need in order to cultivate profitable relationships with the most difficult personalities in business.

I believe that if you want to be prepared for the inevitable, you have to know what signs to look out for and plan ahead. If you know how to approach a difficult client effectively, you will be able to cultivate a profitable relationship with them.

Part 1- Tools that you need to take on Tough Negotiators

Chapter 1 - 10 mistakes people make when negotiating with a Tough Client

Nathan is the C.E.O of a small restaurant that he put up for sale. When the first restaurateur approaches him with an offer that exceeded his expectations, he agreed to the offer. This is an example of one of the worst mistakes you can make in a negotiation. The following list is the top 10 mistakes people make when they are negotiating:

1.They believe it when people say, This is not negotiable. Everything is negotiable, you just have to wait for the proper time to negotiate.

2. They are not prepared- In order to negotiate effectively, you have to know the True Market Value of what you’re negotiating over and the reservation price of the other party. Once you go into a negotiation prepared, you will be able to negotiate efficiently and effectively.    

3. They do not know the difference between a distributive negotiation and an integrative negotiation. When