Toxic Client. Garrett Sutton
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TOXIC CLIENT
Knowing and Avoiding the Problem Customer
By Garrett Sutton
Table of Contents
Chapter Four:
Chapter Five:
Chapter Six:
Chapter Seven:
Chapter Eight:
Chapter Nine:
Chapter Ten:
Chapter Eleven:
Chapter Twelve:
Final Thoughts
Appendices
Appendix A
Appendix B
Appendix C
About the Author
This publication is designed to provide competent and reliable information regarding the subject matter covered. However, it is sold with the understanding that the author and publisher are not engaged in rendering legal, financial, or other professional advice. Laws and practices often vary from state to state and country to country and if legal or other expert assistance is required, the services of a professional should be sought. The author and publisher specifically disclaim any liability that is incurred from the use or application of the contents of this book.
About the individuals and stories in this book: Individuals listed in the Acknowledgments are actual individuals who have agreed to share lessons they have learned with our readers. All other stories of those not listed in the Acknowledgements are fictional, with some based on partial or complete actual events. Some names in the book have been changed to protect the privacy of those particular individuals and businesses. Any resemblance to real persons, living or dead, is purely coincidental.
If you purchase this book without a cover you should be aware that this book may have been stolen property and reported as “unsold and destroyed” to the publisher. In such case neither the author nor the publisher has received any payment for this “stripped book.”
Copyright © 2016 by Garrett Sutton, Esq. All rights reserved. Except as permitted under the U.S. Copyright Act of 1976, no part of this publication may be reproduced, distributed, or transmitted in any form or by any means or stored in a database or retrieval system, without the prior written permission of the publisher.
Published by
Success DNA, Inc.
2248 Meridian Boulevard, Suite H.
Minden, Nevada 89423
The opinions of the author reflects his judgment at the time of publishing and are subject to change. Neither the author nor the publisher are responsible for the accuracy of this data. This book is distributed for informational use only; it does not constitute legal, tax or professional advice and should not be used as such.
I would like to acknowledge the input and valuable assistance of Frank Troppe, Kenji Sax, Cindie Geddes, Mark Goodman, Elizabeth Ryan, Tom Wheelwright, Jessica Santina and Lyn Millard. Thanks to all of you for thoughts, stories and insights.
Books by Garrett Sutton
Start Your Own Corporation
Run Your Own Corporation
The ABCs of Getting Out of Debt
Writing Winning Business Plans
Buying & Selling a Business
Loopholes of Real Estate
How to Use Limited Liability Companies and Limited Partnerships
Finance Your Own Business
Foreword
Your phone rings and you immediately recognize the caller ID. You think: “lf this guy is calling me one more time with grief, I am going to reach through the phone, grab him by the throat and squeeze until his eyeballs pop out!”
Sound familiar? If you are in any kind of business, I am sure you can relate to this. It’s that one client who will not go away. The one who seems to just want to pull the chain of your team and staff, complaining and demanding about either the most mundane things or the most outrageous requests.
There are even some who seem to “know” how to implant enough truth into their demands that you actually begin to feel like you did something wrong! Now do you know what I mean?
For over 25 years, I have coached, trained and supported thousands of entrepreneurs all over the world. I know as an entrepreneur you want to serve the world, reach as many people as you can, provide an amazing product and service and make a lot of money doing it. Yet in that quest to reach the world, it turns out that you end up reaching some who you would rather not. Ones that can never be satisfied, ones that stress your entire team, or ones that just want you to know they are always around.
Unfortunately, it comes with the territory.
Eighty percent of your good business comes from twenty percent of your clients. And eighty percent of your problems, stress and angst come from another twenty percent. But that is only part of the problem.
Just as problematic is that you could be getting rave reviews from most of your customers, kicking butt all over the market and feeling great about you and your team. But when that one Toxic Client activates their spell on you or your team, all your focus is on that one customer.
It’s our natural instinct to focus on the problems. We want them fixed. Yet is it actually healthy to fixate 80% of your energy on those handfuls of thorny issues and clients? Or is it better to take your good energies, intentions and strengths and drive the growth and prosperity of your business?
What if you could spend most of your day growing your business rather than running in circles dealing with problems that are...well...really not that big of a problem?
This book, Toxic Client by my friend Garrett Sutton, is better therapy for you than a team of psychologists. It will free your mind, lift the vague guilt and allow you to focus on your strengths rather than being distracted by the overly “squeaky wheels.” In a market that looks more like a blizzard, the Toxic Client succeeds in making their presence known. They give us decent feedback from time to time, but if they win the focus of your attention, they have crippled you.
You must have a commitment to excellence. Let it be your strength and not the Achilles Heel that others can prey upon. You must learn to avoid and dismiss the Toxic Client. This book will show you how.
Be awesome.
Blair Singer
Global Training Entrepreneur and Rich Dad Advisor,
Bestselling author of SalesDogs,
Team Code of Honor and
Little Voice Mastery
Introduction:
Who is a Toxic Client?
As an entrepreneur and business owner you are an optimist. You see the