Phillip VanHooser

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  We Need To Talk

  $15.99

  Will your business relationships suffer or be saved by your ability to communicate?

  Like it or not, professional relationships are impacted – positively or negatively – by the ability to communicate. Customers are won or lost – employees are encouraged or de-motivated – professional networks are expanded or extinguished – all by how well we communicate. We Need to Talk reveals key strategies to help you build trust, win respect and sidestep common minefields when communicating gets critical.

  “As a manager in a client service environment, the need frequently arises to have critical conversations. Within days of reading We Need to Talk, I applied two of the principles Phil described and was beyond thrilled at the outcome. Not only did my associate respond favorably to the message, but agreed that changes were needed and committed to making them. I was utterly amazed at how easy it was to have the conversation. Every manager, no matter how experienced can benefit from this book. The time comes for you to have your next critical conversation, pick up We Need to Talk. You’ll be glad you did!” –Priscilla Pinnegar, Client Support Manager II ADP, Inc.

  Discover how you can:
  *Establish empathy and trust when communicating with subordinates, co-workers, superiors or customers
  *Rebuild the believability quotient when truthfulness has not always been practiced
  *Rein in “brutal honesty” and the damage it causes
  *Build rapport by “actively” listening
  *Earn respect while delivering difficult or sensitive messages
  *Build integrity while eliminating communication barriers like the “grapevine”
  *And get results by guaranteeing the message you intended was interpreted correctly

  Through a masterful use of stories and illustrations, We Need to Talk reveals six unique, powerful strategies for communicating successfully when relationships and results are riding on your abilities.

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• 

  Willies Way : 6 Secrets For Wooing, Wowing, And Winning Customers And Their

  $15.99

  A book unlike any other customer service guide, Willie’s Way translates Willie’s common-sense wisdom into simple, practical applications. Each chapter looks at one of the six service secrets and explains how and why it works. From listening to customers, to offering them special favors, to making every customer connection memorable, these proven strategies will impress, entice and win new customers with every interaction.

  As a successful speaker and author who travels constantly, Phillip Van Hooser has been in and out of his fair share of cabs. But only one cabbie ever taught him anything about customer service. That cabbie is Willie, and the common-sense wisdom he imparted has become known as Willie’s Way.

  In Willie’s Way, you too will learn Willie’s unique brand of personalized service:
  *How to woo customers so they come back again and again
  *How to wow customers so they tell their friends about you
  *How to win customers’ long-term business by exceeding their expectations
  *How to apply Willie’s techniques to your own enterprises to build long-term customer loyalty

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