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Index
Cover Page
Title Page
Copyright
DEDICATION
CONTENTS
ACKNOWLEDGMENTS
FOREWORD
PREFACE: DON'T SKIP THIS
INTRODUCTION: BLINK AND THEY'RE GONE
1: STOP TELLING US NO
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
2: DON'T FAKE IT UNTIL YOU MAKE IT
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
3: AUTOMATION KILLS LOYALTY
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
4: DON'T CLOSE—EVER
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
5: DON'T BE HARD TO REACH
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
6: DON'T PEE ON MY LEG AND TELL ME IT'S RAINING
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
7: WE DON'T WANT TO DO BUSINESS YOUR WAY
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
8: DON'T PUNISH EVERYONE FOR THE ACTIONS OF A FEW
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
9: FIX YOUR DYSFUNCTIONAL WEBSITE
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
10: YOU GET ONE CHANCE, SO DON'T BLOW IT
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
11: IT'S NOT WHAT YOU WANT TO SAY, IT'S WHAT WE WANT TO HEAR
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
12: MY CALL IS NOT VERY IMPORTANT TO YOU
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
13: DON'T TREAT ME LIKE YOU WANT TO BE TREATED
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
14: DON'T PASS THE BUCK (AND DON'T THROW COWORKERS UNDER THE BUS)
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
15: STOP MAKING US DO YOUR WORK
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
16: YOUR STALKING IS CREEPING US OUT
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
17: AVOID THE SIN OF OMISSION
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
18: YOUR MANAGEMENT FAILS TO MANAGE
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
19: SHOW US THAT YOU CARE ABOUT YOUR BUSINESS
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
20: STOP WASTING OUR TIME
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
21: STOP BEING CHEAP
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
22: DON'T TAKE US FOR GRANTED
WHY YOU DO IT:
WHY WE HATE IT:
A BETTER APPROACH:
23: BEING GOOD IS NO LONGER GOOD ENOUGH
AFTERWORD: BE A GREAT CUSTOMER
NOTES
CHAPTER 8
CHAPTER 10
CHAPTER 12
CHAPTER 22
INDEX
ABOUT THE AUTHOR
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