I read this paperback by Jurek Leon on a flight from Perth to Darwin.  It was a fun, easy read and the ideas presented are proven, practical tips anyone could introduce into their business.

I liked the fact that the tips come from all different types of businesses, but at the same time, could be applied to all businesses.

The book is divided up into sections covering Attitude and Motivational tips, Customer Service tips, Dealing with Difficult Customers, Marketing and Promotional tips and Sales tips.

I especially enjoyed the �Malteser Principle� developed by Jan Collins, a colleague of Jurek�s.  She uses this principle to explain how to deal with difficult situations.

A difficult situation is like a Malteser.  The honeycomb is the perceived problem in the customer�s mind. The chocolate is their feelings.  According to Jan, you have to lick off the chocolate to get to the problem. To go straight to the honeycomb, results in a messy process.  The secret is to deal with the customer�s feelings before making any judgements about their behaviour.  If you do, you can deal with the problem quickly.

Jurek explains how this works using a real life situation with Bob the coach driver.  This is a great story and shows how Bob changed his ways once he understood the concept.

Jurek�s book is an easy read book that can and should be shared with your team.  It is available via Bob’s Books web page and I strongly recommend it to all our readers.

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