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Stay a leader in your customers’ eyes

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in Best-Practices Leadership,Leaders & Managers

If you treat customers as equals, focusing on them as individuals, you’ll stay on the right path. Here’s a list of don’ts:

  • Don’t avoid protocol or go over customers’ heads. This makes enemies.
  • Don’t take a position on a difficult issue, and then back off when challenged. This kills your credibility.
  • Don’t give the impression that you hate your main competitor—or anyone.
  • Don’t make presentations. Have a conversation instead.
  • Don’t train new people on a customer and then quickly move them to another customer. You need to keep your client’s trust and confidence.
  • Don’t mistake customer apathy for customer loyalty. Your customer probably hasn’t gotten around to making a switch.

— Adapted from Fierce Leadership, Susan Scott, Broadway Business.

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