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In this follow-up to You Can't Win a Fight with Your Boss, Tom Markert returns to provide clever, timeless advice on how to offer exceptional service. The most important rule? You can't win a fight with your client! As American companies large and small have shifted their focus from manufacturing to providing services, keeping clients satisfied has become critical to the survival of every business. Yet, very few people have mastered the art of managing clients successfully. In You Can't Win a Fight with Your Client, Tom Markert argues that the secret to great service lies in understanding and applying a few fundamentals. In fifty small doses, he provides practical advice on how to manage your relationships with your clients and ensure they receive the kind of service that will keep them coming back for more. A perfect resource for anyone working with clients at any level, You Can't Win a Fight with Your Client is the no-nonsense, straightforward guide to keeping clients happy in today's hypercompeti

World-class rock climber Todd Skinner is also one of today's most sought-after motivational speakers for business audiences. Whenever he describes his history-making sixty-day free climb of the 20,500-foot Trango Tower in the Karakoram Himalayas (shown on the jacket), people are in awe of his stamina, skill, ambition, and determination. They are also eager to apply his lessons in their professional and personal lives. Skinner argues that everyone has a mountain to climb, whether it's meeting your annual sales target or launching a new product or getting your department to improve its teamwork. And he stresses that you should set your goals even higher than you normally would, and constantly look beyond the current summit to the next one. For instance, instead of aiming for 10 percent revenue growth, go after a seemingly impossible 50 percent target, and then think of new ways to get there. In both rock climbing and business, you must define your exact mission, assemble the right team, make the c

Donald J. Trump is an icon: the very definition of the American success story. The star of The Apprentice and developer of some of the planet's most prestigious real estate, he's been on the bottom and risen to become one of the world's wealthiest men. Bill Zanker started The Learning Annex with $5,000 and grew it into a $5 million a year company. That was before he met Donald Trump. Thirty months later, after Zanker learned to think BIG himself, The Learning Annex is generating over $100 million a year in sales—and still growing. Together, they're living examples of how thinking BIG and knowing when to back up your opinions aggressively—regardless of what your critics or opponents might say—can help you maximize your personal and professional achievements. For the first time ever, you too can learn Trump's secrets to thinking BIG! Learn:Momentum: the Big Mo. How to get it and how to get it back.Revenge: how and when to get it (and why it's so sweet)."I love you, now sign this!" Why co

Artist and creator Scott Adams started Dilbert as a doodle when he worked as a bank teller. He continued doodling when he was upgraded to a cubicle for a major telecommunications company. His boss (no telling if he was pointy-haired or not) suggested the name Dilbert. Adams is so dead-on accurate in his depictions of office life that he has been accused of spying on Corporate America. Adams has his finger on the pulse of cubicle dwellers across the globe. No one delivers more laughs or captures the reality of the 9 to 5 worker better than Dilbert, Dogbert, Catbert, and a cast of stupefying office stereotypes—which is why there are approximately 150 million fans of the Dilbert comic strip. Dilbert appears in 2,000 newspapers in 65 countries and is translated into 19 languages.

The companion to the blockbuster bestseller, Getting Things Done . Since its publication in 2001, Getting Things Done has become, as Time magazine put it, "the defining self-help business book" of the decade. Having inspired millions of readers around the world, it clearly spoke to an urgent need in an increasingly time-pressured society. Now, in the highly anticipated sequel Making It All Work , Allen unlocks the full power of his methods across the entire span of life and work. While Getting Things Done functioned as an essential tool kit, Making It All Work is an invaluable road map, providing both bearings to help you determine where you are in life and directions on how to get to where you want to go.,

CREATE CONSENSUS AROUND YOUR IDEAS - AND ADVANCE YOUR CAREER! The business world turns on the art of the deal. And with Negotiate Your Way to Success, you'll master 24 powerful strategies designed to help you conduct negotiations of any type. This easy-to-read guide delivers step-by-step instruction on identifying and working with each negotiator's “hot button” issues, to ensure the process and the result satisfy all parties. You'll advance your own position and accomplish organizational goals in an atmosphere of productivity - not confrontation. Plus, you'll learn how to: Negotiate any type of business deal Understand and appeal to each party's “hot button” issues Negotiate effectively in cross-cultural situations Understand the “games people play” during negotiation Deal with emotions Employ essential active listening techniques Discover when to walk away from a negotiation

Employees fed a steady diet Of carrots focus better on company goals. They spot new opportunities faster. They have longer employment life spans (translation: lower turnover). And they can lift companies higher than you might have dreamed possible. In this engaging and often hilarious book, recognition experts Adrian Gostick and Chester Ehon offer you 365 easy-to-use recognition ideas, hints and pieces of advice. Read one a day and you will become a better leader- a manager who is able to tap the power of recognition to build a stronger workplace where people come, stay and are com- mitted to your goals. 作者简介：Adrian Gostick is coauthor of the UPI International Bestseller The Integrity Aduantage.An award-winning business author,Adrian also co-wrote the critically acclaimed business book the 24-Carrot Manager,called a "must read for modern-day managers"by Larry King of CNN.He has written for USA Taday Magazine,Investor's Business Daily and other national publications,and has been featured on CNBC,

When Hank Paulson, the former CEO of Goldman Sachs, was appointed in 2006 to become the nation's next Secretary of the Treasury, he knew that his move from Wall Street to Washington would be daunting and challenging. But Paulson had no idea that a year later, he would find himself at the very epicenter of the world's most cataclysmic financial crisis since the Great Depression. Major institutions including Bear Stearns, Fannie Mae, Freddie Mac, Lehman Brothers, AIG, Merrill Lynch, and Citigroup, among others-all steeped in rich, longstanding tradition-literally teetered at the edge of collapse. Panic ensnared international markets. Worst of all, the credit crisis spread to all parts of the U.S. economy and grew more ominous with each passing day, destroying jobs across America and undermining the financial security millions of families had spent their lifetimes building. This was truly a once-in-a-lifetime economic nightmare. Events no one had thought possible were happening in quick succession,

This novel is an amazingly assured and exciting debut, set in Soviet Russia in 1953, with a wonderfully realised sense of all-pervading fear and the desperateness of a chilling race against time. How do you solve an impossible crime?MGB Officer Leo is a man who never questions the Party Line. He arrests whomever he is told to arrest. He dismisses the horrific death of a young boy because he is told to, because he believes the Party stance that there can be no murder in Communist Russia. Leo is the perfect soldier of the regime.But suddenly his confidence that everything he does serves a great good is shaken. He is forced to watch a man he knows to be innocent be brutally tortured. And then he is told to arrest his own wife.Leo understands how the State works: Trust and check, but check particularly on those we trust. He faces a stark choice: his wife or his life. And still the killings of children continue...

For fifteen years, Susan Ford Collins shadowed successful people from all walks of life and discovered ten skills they were using consistently but unconsciously. In this must-read guide to personal satisfaction and fulfillment, Susan outlines each skill and provides easy-to-learn methods for putting it to use. Whether readers are changing jobs or relationships, starting or managing companies or families, these ten skills will guide them to success.

This revised and expanded edition of the bestselling book, The Personal MBA by Josh Kaufman, gives you everything you need to transform your business, your career or your working life forever. An MBA at a top school is an enormous investment in time, effort and cold, hard cash. And if you don't want to work for a consulting firm or an investment bank, the chances are it simply isn't worth it. Josh Kaufman is the rogue professor of modern business education. Feted by everyone from the business media to Seth Godin and David Allen, he's torn up the rulebook and given thousands of people worldwide the tools to teach themselves everything they need to know. The Personal MBA teaches simple mental models for every subject that's key to commercial success. From the basics of products, sales & marketing and finance to the nuances of human psychology, teamwork and creating systems, this book distils everything you need to know to take on the MBA graduates and win. 'File this book under: NO EXCUSES'