Deftly written and well-presented; principals of any service firm will appreciate this treasure trove of useful intelligence...
An in-depth study of what it takes to develop and maintain superior relationships with clients.
Every business that provides a service has clients, and any successful service business understands how to cultivate lasting client relationships. Rynowecer has discovered the “secret sauce” to do just that, which he eloquently describes in this debut work. The author enumerates 17 “specific and unique activities driving superior client relationships” derived from an exhaustive study in which, over decades, he collected insight in 14,000 telephone interviews with senior executives. Rynowecer organizes this intelligence into a “Clientelligence Matrix” that divides the activities into four quadrants. The top right of the quadrant, which represents “high differentiation” and “higher importance,” is labeled “Relationship Bliss” and contains what Rynowecer claims are the four most important activities: commitment to help, client focus, understanding the client’s business, and providing value for the dollar. The author explains the portions of the quadrant and provides sufficient detail about each of the 17 activities, tossing in some pertinent war stories along the way. The genius of Rynowecer’s approach is twofold: first, he delivers his treatise within the context of solid research, which provides a great deal of credible support. Second, by employing such a facts-based approach, the author can address even the most emotionally charged aspects of client relationships in an objective way. Rynowecer’s sage observations are doled out at the end of each short chapter in sections called “Clientelligence Master Class.” Here, he offers specific, sometimes-blunt advice: “Superheroes don’t stop until the client’s goal has been met,” he writes. Superheroes “take bullets for their clients [and] tell clients the truth, no matter how unpopular the opinion may be.” A cleverly devised road map closes the book to help professionals master their client service skills.
Deftly written and well-presented; principals of any service firm will appreciate this treasure trove of useful intelligence for business improvement.Pub Date: Aug. 11, 2015
ISBN: 978-0-9964134-3-5
Page Count: 188
Publisher: The BTI Press
Review Posted Online: July 1, 2015
Kirkus Reviews Issue: Aug. 1, 2015
Review Program: Kirkus Indie
An autobiography as toxic and addictive as any drug its author has ever ingested.
The legendary booze-addled metal rocker turned reality-TV star comes clean in his tell-all autobiography.
Although brought up in the bleak British factory town of Aston, John “Ozzy” Osbourne’s tragicomic rags-to-riches tale is somehow quintessentially American. It’s an epic dream/nightmare that takes him from Winson Green prison in 1966 to a presidential dinner with George W. Bush in 2004. Tracing his adult life from petty thief and slaughterhouse worker to rock star, Osbourne’s first-person slang-and-expletive-driven style comes off like he’s casually relating his story while knocking back pints at the pub. “What you read here,” he writes, “is what dribbled out of the jelly I call my brain when I asked it for my life story.” During the late 1960s his transformation from inept shoplifter to notorious Black Sabbath frontman was unlikely enough. In fact, the band got its first paying gigs by waiting outside concert venues hoping the regularly scheduled act wouldn’t show. After a few years, Osbourne and his bandmates were touring America and becoming millionaires from their riff-heavy doom music. As expected, with success came personal excess and inevitable alienation from the other members of the group. But as a solo performer, Osbourne’s predilection for guns, drink, drugs, near-death experiences, cruelty to animals and relieving himself in public soon became the stuff of legend. His most infamous exploits—biting the head off a bat and accidentally urinating on the Alamo—are addressed, but they seem tame compared to other dark moments of his checkered past: nearly killing his wife Sharon during an alcohol-induced blackout, waking up after a bender in the middle of a busy highway, burning down his backyard, etc. Osbourne is confessional to a fault, jeopardizing his demonic-rocker reputation with glib remarks about his love for Paul McCartney and Robin Williams. The most distinguishing feature of the book is the staggering chapter-by-chapter accumulation of drunken mishaps, bodily dysfunctions and drug-induced mayhem over a 40-plus-year career—a résumé of anti-social atrocities comparable to any of rock ’n’ roll’s most reckless outlaws.
An autobiography as toxic and addictive as any drug its author has ever ingested.Pub Date: Jan. 25, 2010
ISBN: 978-0-446-56989-7
Page Count: 320
Publisher: Grand Central Publishing
Review Posted Online: May 19, 2010
Kirkus Reviews Issue: Dec. 1, 2009
IN THE NEWS
Stricter than, say, Bergen Evans or W3 ("disinterested" means impartial — period), Strunk is in the last analysis...
Privately published by Strunk of Cornell in 1918 and revised by his student E. B. White in 1959, that "little book" is back again with more White updatings.
Stricter than, say, Bergen Evans or W3 ("disinterested" means impartial — period), Strunk is in the last analysis (whoops — "A bankrupt expression") a unique guide (which means "without like or equal").Pub Date: May 15, 1972
ISBN: 0205632645
Page Count: 105
Publisher: Macmillan
Review Posted Online: Oct. 28, 2011
Kirkus Reviews Issue: May 1, 1972
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