Career Services

With the explosion of social media, the competition for attention - and customers - is more intense than ever before. Standing out is not only more challenging than ever, it now has less of an impact on sustained growth. To be a lasting company, leader, or brand on a positive trajectory today, one must become iconic. Award-winning author and speaker Scott McKain examines what an iconic organization or leader is and helps you attain and retain that rare status. If your company has slipped in its standing, McKain teaches you how you can regain your position.

International expert and consultant David Maister offers a brilliant and accessible guide to every management issue at play in professional firms. Professional firms differ from other business enterprises in two distinct ways: first, they provide highly customized services and thus cannot apply many of the management principles developed for product-based industries. Second, professional services are highly personalized, involving the skills of individuals.

With so many choices available to them today's customers are smarter and more demanding than ever before, putting repeat business at risk. In order to keep them coming back, you can't just give them good, or even great, customer service...you have to knock their socks off!

As Darwin famously observed, the beaks of each generation of Galapagos Island finches change to accommodate shifting food resources, allowing the birds to survive by adapting their capabilities to the new environment. Today's business people should take note: In the post-crisis economy, traditional career strategies spell professional extinction, but the fluid new "gig economy" offers tremendous potential for anyone willing to adapt.

In 2010, Tommy Mello became the sole owner/operator of a single garage door service business with $50,000 in debt. Today, A1Garage generates over $30 million in annual revenue, with over 250 employees in 12 states. He shows home service business owners how he did it, and they, too, can in Home Service Millionaire. If you’re like most home service business owners, you are probably just scraping by. You can’t grow your business because there aren’t any more hours in a day.

Through the story of a $6,000 egg, Deb and Todd Duncan reveal that even the smallest interactions have the power to create lifelong patrons or alienate once-devoted customers. The 10 Golden Rules of Customer Service represents the costly mistake of removing customer satisfaction from the bottom line.

Salespeople need answers, fast! Now, one book brings together all the proven, tested, instant answers they'll ever want: Little Red Book of Sales Answers. This is the legendary Jeffrey Gitomer, the world's #1 sales presenter and author of the inspirational 250,000-copy best seller Little Red Book of Selling. This new book goes beyond anything Gitomer's ever done, offering 99.5 quick, fun-to-read, real-world answers guaranteed to make sense, and make money!

So how do you build a company that matters? Companies and people that matter have successfully become the obvious choices in the hearts and minds of their customers, their employees, and their communities. They elevate themselves by consistently finding ways to solve the most pressing needs their markets face. The result? They create more value year after year and build sustainable, differentiated organizations.

Small business marketing doesn't have to be a mystery. It's just a series of simple decisions (and the action steps to implement those decisions) that will help you regain the clarity, confidence, and control you need to succeed. Do It! Marketing is an encouraging kick in the pants that will reignite your marketing mojo. The underlying premise is that "only action creates results."

Another extraordinary business fable from the New York Times best-selling author Patrick Lencioni. This new book in the popular Lencioni series shows what it takes to gain a real and lasting competitive edge.

What makes the world's most successful individuals so good at their jobs? What do they do that others don't? The Connectors answers those questions with the kind of straightforward wisdom that business strategists so often overlook. Forget marketing tactics or business school best practices. Those are handy, but it's really people - and the relationships you build with them - that form the cornerstone of long-term success, sales growth, and excellence.

CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.

In today's competitive business climate, you can't just satisfy your customers. You need to give them experiences that they won't forget. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists. Author Shep Hyken has spent 25 years studying great companies and the evangelists they create. He describes how to design a strategy that leads both customers and employees through five distinct cultural phases-from "uncertainty" to "amazement".

Every day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the sheer volume of emails, text messages, voicemails, and even social messaging as the problem that reduces our reply rates and diminishes our effectiveness. But the faceless nature of that communication is also to blame.

Digital Customer Service traces the evolution of customer service - as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world.

Ever notice that there are people you work with who just make business happen? Listen to How to Become a Rainmaker to figure out the secret of being a storm front in your company. Let it pour!

In Step Up and Lead, Frank Viscuso - author, speaker, and career deputy chief - shares the secrets of effective fire service leadership, introduces the traits and skills essential for successful fire service leaders, and discusses the importance of customer service. Designed to help you reach the top of your profession, this audiobook is considered a must-listen for anyone who is ready to step up and lead!

The author argues that in an extremely cluttered marketplace, traditional differentiation is no longer enough—today companies need “radical differentiation” to create lasting value for their shareholders and customers.

If you're aspiring to satisfy your customers, then you’re aspiring to mediocrity. That's the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with - not just shaping their experiences, but also shaping their memories.

The leader's guide to building a service powerhouse using the approach that made Mayo Clinic the number one health-care system in America.