About the Book
Exceptional Care for Your Valued Client is the second book from Bob Nicoll, creator of the empowering word choice concept: Remember the Ice. As with his first book, Remember the Ice and Other Paradigm Shifts, he has teamed up once again with Bronwyn Emery Ashbaker, an extraordinarily gifted developmental editor. Exceptional Care is about providing just that -Exceptional Care. So Bob sought out LuAnn Buechler, an insightful, delightful lady with 30 years experience in creating exceptional care for her valued clients via her hospitality and event planning skills. Communication is the first and last word in customer service. Your success or failure swings on your ability to communicate clearly, succinctly, tactfully, confidently, and congruently. In this book read about enlightening concepts and hands-on tools you can use immediately to enhance the Exceptional Care you are providing for Your Clients.
Table of Contents:
Acknowledgements Foreword Introduction SECTION 1 The First/Worst Words to Eliminate and Replace - Know Your (K)nots Chapter 1 Why Make the Effort to Provide Exceptional Care for Your Valued Client? Chapter 2 There is Power in the Clarity of Your Articulation(TM) Chapter 3 Remember the Ice and Untie Your (K)nots Chapter 4 The Pitfalls of Tying "Do" Up In (K)nots Chapter 5 Strangling the Host Chapter 6 No Means No Section 1 Exercises Raising the bar on "(K)notty Word" Awareness SECTION 2 Learning How to Speak and Act to Empower Yourself AND Your Client Chapter 7 Learning How You Learn in Order to Re-Learn Chapter 8 What's Wrong With Always Right? Chapter 9 Shoulds, Absolutes, and More Words to Watch Out For Chapter 10 Respectful Elegance via your Employees Chapter 11 Respectful Elegance and the Power of Self-Esteem Chapter 12 Best Practices: Client Service Words and Behavior Section 2 Exercises Learning How to Speak and Act to Empower Yourself AND Your Client SECTION 3 The Whole Package: Delivery and Results Chapter 13 Physiology and Congruency Chapter 14 Building a Framework of Rapport Chapter 15 Forget the Price, Keep the Value Section 3 Exercises The Whole Package: Delivery and Results SECTION 4 The Difference is in the Details Chapter 16 It takes Time to Deliver Value Chapter 17 The ABCs of Emotions. How Dare You Have an Attitude? Chapter 18 Circling the Situation to Avoid Circling the Drain Section 4 Exercises The Difference is in the Details SECTION 5 Where Do You Go From Here? Accountability & Action Create the Paradigm Chapter 19 Old-Fashioned Ideas have New Fangled Appeal Chapter 20 The Next Logical Step: Doing the Next Right Thing Section 5 Exercises Where Do You Go From Here? Accountability & Action Create the Paradigm BIOGRAPHIES
About the Author :
Symphonies are created one individual note at a time. They are composed with care and craft, the notes placed according to their qualities to soften the melody or strengthen the rising rush of music. A word, standing alone, is as full of potential as a single note. Just as it is with notes in a symphony, where that single word is placed among other words lends it strength, clarity and purpose. There is power in the clarity of your articulation. When Bob composed this message, the words came easily. For almost 40 years he has nurtured a passion for linguistics and empowering word choice; more specifically, the juxtaposition of words. After completing his B.S. in Psychology in 1972, and Masters in Counseling in 1974 he focused his energies on studying the power of word choice: The Psychophysiology of Words. He refined his skills working with leading personal growth and development leaders over the next 20 years while earning certifications in Rational Behavior Therapy and Neuro-Associative Conditioning Systems. He has been a counseling psychologist, business owner, consultant, motivational speaker, sales trainer, restaurant owner, financial planner and a top sales manager. In each role he has consistently found opportunities to tap into his passion: Helping people shift their paradigms with respect to empowering word choices. Remember the Ice helps you enhance your most important skill: communication with family members, friends, clients, co-workers - anyone who is important to you. It helps you stay focused on your task and accomplish your goals because you are conveying your message, and articulating your thoughts in a clear, precise manner. You eliminate confusion and gain confidence in your message and ultimately attract more of what you want. Bob and his wife Nancy live in Eagle River, just outside Anchorage, Alaska and have three adult children and twin grandchildren. His passions include travel, photography, golf and "helping shift people's paradigms". Since 1991, when he created Remember the Ice, he has honed his articulation skills and developed his innovative program. In October 2008, his first book Remember the Ice and Other Paradigm Shifts was released and has been received on a global scale, with copies in 38 countries. Exceptional Care for Your Valued Client is the second in the Remember the Ice series.
Review :
If your new clients have increased, yet your client list is the same size, then this is the book for you. It shows you examples of everyday common mistakes that produce the opposite of what we desire in customer service. By learning how to reframe our words and our thoughts, we can create a "CAN DO" environment that empowers us to solve our client needs and allows us to demonstrate they are valued. Happy clients are loyal clients! Growing AND retaining your client base is how you move forward. As a business consultant, I will be recommending this book to all of my clients. -- Amy Kilpatrick, President and Co-Founder, Nspired Networking Enterprises, LLC Exceptional Care for Your Valued Client raises the bar when it comes to current thinking and ideals regarding customer service. With just one read-through it will shift your paradigms in a way that will proactively position you and your business for success. -- Dr. Ivan Misner, NY Times Bestselling author and Founder of BNI and Referral Institute The first time I met Bob and heard his Remember the Ice story, I knew he had a paradigm shifting message to share. In Exceptional Care for Your Valued Client, the authors have set a new standard for businesses on caring for their most precious commodity--their clients. This book will change your perspective on caring for your clients. It changed mine." -- Thomas Power, Chairman, Ecademy www.ecademy.com Exceptional Care of your customers and clients means you create signature moments that propel them back to your business forever. Give them exceptional care and they return the favor. Blueprint your business by this book- expressing exceptional care clearly and powerfully-and discover how you receive a Work Positive lifestyle! -- Dr. Joey Faucette, Work Positive: How to Work Positive in a Negative World, www.ListentoLife.org Exceptional Care for Your Valued Client shows us how metaphysical ideas applied to business can transform and enrich us and those who work with us. -- Barnet Bain, Owner, Chance to Choice Solutions, Producer, "What Dreams May Come, The Celestine Prophecy Exceptional Care for Your Valued Client is an excellent book for anyone committed to providing the best possible service for their clients. This book will help you communicate effectively with your customers and your staff, making it easier than ever for your business to grow and thrive. You may be reminded of some things you already know, but when you ask yourself, "Am I DOING that?" you will understand the real value of this book. -- Robert MacPhee, Founder and President, Heart Set, Inc. Author: "Manifesting of Non-Gurus", Founding Member: Transformational Leadership Council Exceptional client care. What a great idea! What a rare experience nowadays! Everyone talks about delivering great service but so few actually do. If there was ever a need for help with this subject, it's now! You will get fresh insights from THE master of word choice, Bob Nicoll. Bob combines his talent for powerful articulation with practical ways to deliver the kind of service that sets you apart from the rest. Read this book!! -- Mark Taylor, Executive Director, BNI Houston East The world changed when the economy went crazy, and it is no longer 'business as usual.' Exceptional Care for Your Valued Client outlines powerful and practical measures for your business that I am sure will be new to you. Use them to strengthen the all-important bonds with your valued clients. -- Pete Bissonette, President, Learning Strategies Corporation
