Relationship marketing is becoming an increasingly popular phrase in the business world. Steve Catchick, an expert in sales and service, expands on the meaning of this concept and focuses it on service. He defines this as 100% attention on the client.

Taking it a step further, he says that everyone in the company or organization should be empowered to take the initiative to serve the customer. This kind of service also creates repeat customers, which, in Steve’s view, is the core of a company’s success.

This podcast is filled with specific tools you can use in your own business. He explains how to recognize who in your workforce are ambassadors, those who go the extra mile, neutrals, the people who do only what they have to, and saboteurs, who complain and bring down the energy level.

Steve describes a process for effectively establishing rapport with a client, especially one who is angry about a perceived lack of service. He recommends empathy and assertiveness, qualities that can keep one’s emotions from interfering with communication and rapport.

This podcast is a mini-course in developing and improving customer relations. You’re certain to discover several insights and suggestions that you can immediately put to use.

• What is the difference between sales and service?
• When is “Yes” the wrong answer?
• What is “the secret salesforce”?
• Why is good the enemy of great?
• Why is it crucial to retain customers and clients?
• How do you handle a difficult customer or client?