What Clients Love

I'm naturally suspicious of any book that pertains to business development. But there is some good advice among this book's pages- specifically the importance of having the right person as a receptionist, as your clients' first impression when they visit the office is of 1)the decor & 2)the friendliness (or lack thereof) of the receptionist. Simply welcoming people does a lot to creating a good relationship. Some obvious stuff about listening, and implying that the client matters to you. Following up with a personal note, not simply sending all clients the same holiday gift, cutting down on response time, finding a name that makes sense and is memorable.