10.3. Relationship Management

In the past, many in our business have been perceived as "order takers." That is a far cry from relationship management.

Interactions too often go like this:

Professional: Glad you called. How can I help?

Customer: Well, we're trying to cope with deregulation in the utilities industry here in California. Suddenly we're going to be tossed into an increasingly competitive environment. Our folks are tense, very tense. I was thinking that you might come on out and do some stress management workshops for us. Mindy—you know, the woman from the mentor group in ASTD—said that you did a good one-day session for her. That's what we'd like for our supervisors too, although we'd prefer the half-day class, if you have one. Our ...

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