Marc Warren
Taking The Heat Out Of Heated Discussions
Your project is going well, no unusual issues have come up. But on a Friday afternoon your client calls uncharacteristically agitated...
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Tracy Warren
Giving Clear Instructions, Don’t Make This Mistake Twice
Your project is going relatively smoothly, no unforeseen issues have arisen. At one point, your client requests a minor modification...
Marc Warren
What Your Clients Need, But Don’t Ask For
Your client calls very upset because you did not do what you said you were going to do. And because of this, their Board is talking about...
Tracy Warren
How To Lose A Client In 5 Easy Steps
From thousands of client feedback interviews conducted, CFU identified that the #1 reason clients discontinue working with a firm...
Tracy Warren
Delivering Bad News Doesn’t Have To Be All Bad
It was just brought to your attention that an unexpected permitting issue came up and this will cause you to miss an important schedule...
Marc Warren
Getting A Conversation Back On Track – The Essentials
The meeting you are running is on schedule and going well. All of the attendees are aware of the purpose of the meeting and the amount...
Mel Lester
Are We Clear About Client Service?
Several years ago, the company I worked for decided to add this statement to its core values: "Our top operating commitment is to set...
Mel Lester
Does Service Excellence Pay?
I've long been a passionate advocate for the value of delivering exceptional client service. My research and experience lead me...
Marc Warren
Why Client Service is the Key to Increasing Revenue and Decreasing Risk
In today’s market of fierce buyer demands and endless competitive options for professional services, client service can no longer...
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