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 ...