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Toxic Client: Knowing and Avoiding Problem Customers Paperback – May 17, 2016
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- Item Weight : 9 ounces
- Paperback : 208 pages
- ISBN-10 : 1944194037
- ISBN-13 : 978-1944194031
- Dimensions : 6 x 0.7 x 8.9 inches
- Publisher : SuccessDNA (May 17, 2016)
- Language: : English
- Best Sellers Rank: #2,034,515 in Books (See Top 100 in Books)
- Customer Reviews:
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Garrett Sutton is a nationally acclaimed corporate attorney and expert who has coached, guided and helped entrepreneurs and investors to be successful for over 30 years. He has written many business books. In his latest one, Toxic Client-Knowing and Avoiding the Problem Customer, Sutton educates even the most naïve entrepreneur or business owner in the very definition of what a Toxic Client is, how to spot them and what to do about them from the beginning. Sutton disagrees with, “The customer is always right” approach. He disagrees, but suggest using professionalism to reasonably accommodate them to resolve the issue, however, if that doesn’t work, the customer is not to be catered to. They are moved to the Toxic Client category. There they are dealt with on different terms. He offers the reader many personal stories and case study details to equip them with all they need to confidently deal with a Toxic client. Dealing with them quickly and effectively will allow a business owner to concentrate instead on the “twenty percent of their good clients or customers who actually provide eighty percent of their revenues.” With practice, Sutton encourages the business owner, they can stay focused on this group and consistently avoid the client that will only drain them emotionally and financially.
Sutton’s advice includes listening and paying attention to that “still small voice, trusting one’s instincts, knowing that people lie, have mental health issues and get addicted to drugs and alcohol. Some people are narcissistic and just plain feel entitled to impose their exaggerated demands on others. These troubled customers are toxic and they need to be avoided or dismissed in professional ways. The author teaches his readers how to swiftly and effectively take control of the situation. Each chapter is expertly written and goes straight to the heart of the matter. This book is informative, compelling and an encouraging read for all types of business owners.
I recommend Toxic Client-Knowing and Avoiding the Problem Customer as a handy reference guide for any business owner or entrepreneur, especially new ones who may be “excited” and “somewhat unaware” of how fast the toxic customer can descend on a business and wreak havoc there. In addition, this book includes three Appendix’s: Appendix A, Mechanics’ Liens, Appendix B, Small Claims Court, and Appendix C, Collection Agencies. Each Appendix is a resource within itself and may be needed to deal with Toxic Clients. Attorney and author, Garrett Sutton can add Toxic-Client-Knowing and Avoiding the Problem Customer to his growing list of expert books designed to make business owners successful.
Sutton presents the perfect guide for those in the business arena. While targeting business owners, his narrative also meets the needs of employees who are most often toxic clients' first contact. Sutton's relaxed writing style is inviting and warm, resembling a fireside chat. In addition, Sutton provides an attractive layout of chapter topics that include quote openers, instructions, cases, and lessons. Chapter topics either feature a skill business people need to attain when addressing toxic clients, or a list of common personality toxic client traits. Instructions cover chapter topics and vary in length. The best and bulkiest portion of the chapters is the cases, which keep to a storytelling format. These cases reflect human-interest tales—stories from individuals who come from the school of hard knocks. And to make sure his readers retain highlights from the cases, Sutton punctuates his chapters with catchy maxim-like lessons.
High on the chart of skill levels is active listening. Sutton opens his first chapter on this vital topic, which sets the tone for Sutton's book. A capsule summary of this vital topic is captured in lesson #1, "if you listen well, the Toxic Client will tell you everything you need to know." After covering cases focused on a personal trainer and a CPA, Sutton provides four essential points, which he constantly incorporates throughout the remaining cases:
1. Listen to what is said.
2. Interpret what is said.
3. Evaluate what is said.
4. Respond to what is said.
Beyond active listening skills, Sutton covers topics such as anger, lying, instincts, mental health, drugs and alcohol, freeloaders, and entitlement—just to name a few. Sutton addresses subject matter that is often uncomfortable to face, but because of toxic client's colorful array of attitudes, the best advice is to be aware of the signs so as not to be duped. And what better way to identify those signs than to examine work situations. Sutton's case collection covers sixteen scenarios that display the many facets of business life. Good examples include stories on dermatologists, a financial planner, a landscaper, a tourist shop owner, and a graphic designer.
Bringing his well-rounded book to a satisfying close, Sutton takes into account significant and handy resources for his business-minded readers. Placing them into three convenient appendices, appendix A covers Mechanics’ Liens, which is intended for contractors and tradesmen, appendix B explains small claims court, and appendix C deals with collection agencies.
Offering common themes set to human-interest stories, Toxic Client is insightful and highly educational, and has wide audience appeal.
Originally from Hollywood Book Reviews
Anita Lock, Book Reviewer