The Last Book
The well is nearly dry. Over the course of the last 30 months or so, we’ve written 215 blogs (on an almost weekly basis) covering the full range of intellectual property embedded in the Clients for Life® client retention process. Collectively, the blogs represent well-distilled thinking from ten Tenacity partners spanning nearly 300 collective years of managing complex contracts and client relationships. There’s only so much to say about this subject and while we remain open to new ideas and experiences, we really do believe we’ve isolated and codified the very best practices we’ve seen, experienced and tested.
Our last book will seek to consolidate these account management paradigms in a single place. Unlike typical “how-to” books, we want this one to be more readable, anecdotal and light-hearted. Best practices are woven around our own story and experiences.
So, since blogging is an interactive format – in theory – let’s start by seeking your feedback on a title. We all know the meaning of “tenacity” and we can all think of people who epitomize it. One preeminent example is Winston Churchill as he sought to steel the resolve of the British people in the face of Nazi aggression during World War II. Sir Winston famously said, in one of his iconic radio addresses from a bunker near 10 Downing Street, “Never, never, never give up!” The stiff upper lip of the English prevailed (with some help from the Yanks, of course!)
Since the name of our firm is Tenacity and we channel the belief that 100% client retention is the proper goal of every client we serve, our working title for this book is “Never Never, Never, (Lose A Client). And really, why should we? If we taken a Right Client under the Right Terms® and executed all prescribed aspects of the Clients for Life client retention process, we really shouldn’t lose them – ever. That’s what we’re seeking to communicate – we really can eliminate all client losses – if we’re tenacious and if we’re equipped with the best tools.
Now for the chapters, because these titles must also draw the reader in. They don’t have to be read in order, but they should be compelling in revealing the content and creating interest. The working Table of Contents is listed below. Each chapter will contain an introduction and anywhere from five to fifteen individual blogs – none taking more than four minutes to read:
- Who We Are And How It Started
- Why Client Retention Matters / Why Bother?
- Tenacity: If Not Us Who? – If Not Now When?
- On Senior Management’s Responsibilities
- A Trusted Third Party
- Account Management and Clients For Life – An Enlightened Approach
- On Expectations
- On Nurturing Professional Relationships
- On Technical Delivery
- The Ten Commandments Of Client Retention
- General Management & Managing In General
- Thing It’s Good To Be Good At
- The Books
- The Tenacity Center for Account Management and Client Retention at The Coles College of Business at Kennesaw State University
- My Own (Steve’s) General & Random Thoughts on Business and Other Things of Importance (To Me At Least)
So that’s the big idea. What do you think? Any suggestions? Would you read it? Would you buy it if you were convinced it really pointed the way to never again losing a client? Would simple curiosity compel you to invest in the book if you knew that it’s secrets were protecting $21 billion in worldwide contracts for some of the world’s leading service management companies spanning 14 countries over a 30 year track record? Would it grab your attention knowing that it very likely represents the most successful marriage of practical business common sense and common practice available in virtually any format?
Let us know your thoughts by clicking the comment section below and weighing in. We really would appreciate hearing from you.
Steve & John