Tough Customer

Originally published: New York: Simon & Schuster, 2010.

A guide to holding your ground with hardball negotiators, from a “talented advisor with a rare ability for connecting people with ideas” (Patrick Lencioni, bestselling author of The Five Dysfunctions of a Team). Negotiation is the middle ground between capitulation and stonewalling—a back-and-forth between two parties trying to reach agreement. If a price or other term is non-negotiable, there is no give and take, just “take it or leave it.” You may think you are negotiating, but if the other side isn’t playing, you aren’t either. Regardless of the industry, situation, or product, the two most common mistakes negotiators make are: 1) they give ground too easily, and 2) they get nothing in return. When dealing with tough customers, it is even more important to be able to defend your position and bargain for reciprocal concessions. Negotiating with Tough Customers provides proven methods for holding your ground against (seemingly) more powerful negotiators. But it goes further, making sure that when you do give ground, you get equal or better value in return. Using a cooperative, collaborative approach in a hardball negotiation just doesn’t work. Tough negotiators will play win-win, but only if they have nothing to lose. Negotiating With Tough Customers will make you a better salesperson by making you a better negotiator . . . and vice versa.

Hired by a woman who believes that the shooting of her Atlanta businessman friend was planned by his nephew, defense lawyer Derek Mitchell comes to realize that the nephew is a psychotic movie buff who enjoys acting out favorite violent film plots.

Praise for How to Deal with Difficult Customers "The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective." --Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida "Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process." --Mike Roscoe, Editor in Chief, Dealer Magazine "I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice." --Warren Lada, Senior Vice President, Saga Communications "An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential." --Mike Tomberlin, CEO, The Tomberlin Group "Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process." --Dan Janal, President, PRleads.com "What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book." --Randy Pennington, author, Results Rule!

Documenting his notorious career with the Detroit Red Wings and the Chicago Blackhawks, Bob Probert details in this autobiography how he racked up points, penalty minutes, and bar bills, establishing himself as one of the most feared enforcers in the history of the NHL. As Probert played as hard off the ice as on, he went through rehab 10 times, was suspended twice, was jailed for carrying cocaine across the border, and survived a near fatal motorcycle crash all during his professional career, and he wanted to tell his story in his own words to set the record straight. When he died unexpectedly of a heart attack at the age of 45 on July 5, 2010, he was hard at work on his memoir—a gripping journey through the life of Bob Probert, with jaw-dropping stories of his on-ice battles and his reckless encounters with drugs, alcohol, police, customs officials, courts, and the NHL, told in his own voice and with his rich sense of humor.

Three independent chicks who dare to be different are reprimanded by the other barnyard residents for not being quiet and docile, until the smart, fearless trio takes on a runaway tractor.

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.