Deftly written and well-presented; principals of any service firm will appreciate this treasure trove of useful intelligence...

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Clientelligence

HOW SUPERIOR CLIENT RELATIONSHIPS FUEL GROWTH AND PROFITS

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

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Stricter than, say, Bergen Evans or W3 ("disinterested" means impartial — period), Strunk is in the last analysis...

THE ELEMENTS OF STYLE

50TH ANNIVERSARY EDITION

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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Analyzing his craft, a careful craftsman urges with Thoreauvian conviction that writers should simplify, simplify, simplify.

SEVERAL SHORT SENTENCES ABOUT WRITING

New York Times columnist and editorial board member delivers a slim book for aspiring writers, offering saws and sense, wisdom and waggery, biases and biting sarcasm.

Klinkenborg (Timothy; or, Notes of an Abject Reptile, 2006), who’s taught for decades, endeavors to keep things simple in his prose, and he urges other writers to do the same. (Note: He despises abuses of the word as, as he continually reminds readers.) In the early sections, the author ignores traditional paragraphing so that the text resembles a long free-verse poem. He urges readers to use short, clear sentences and to make sure each one is healthy before moving on; notes that it’s acceptable to start sentences with and and but; sees benefits in diagramming sentences; stresses that all writing is revision; periodically blasts the formulaic writing that many (most?) students learn in school; argues that knowing where you’re headed before you begin might be good for a vacation, but not for a piece of writing; and believes that writers must trust readers more, and trust themselves. Most of Klinkenborg’s advice is neither radical nor especially profound (“Turn to the poets. / Learn from them”), and the text suffers from a corrosive fallacy: that if his strategies work for him they will work for all. The final fifth of the text includes some passages from writers he admires (McPhee, Oates, Cheever) and some of his students’ awkward sentences, which he treats analytically but sometimes with a surprising sarcasm that veers near meanness. He includes examples of students’ dangling modifiers, malapropisms, errors of pronoun agreement, wordiness and other mistakes.

Analyzing his craft, a careful craftsman urges with Thoreauvian conviction that writers should simplify, simplify, simplify.

Pub Date: Aug. 7, 2012

ISBN: 978-0-307-26634-7

Page Count: 224

Publisher: Knopf

Review Posted Online: May 14, 2012

Kirkus Reviews Issue: June 15, 2012

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