10 Questions With...Harry Beckwith

October 2003
Journal of Financial Planning;Oct2003, Vol. 16 Issue 10, p12
Academic Journal
This article presents an interview with author and consultant Harry Beckwith. Beckwith describes himself as a very poor pre-college student, yet he graduated winning a national collegiate journalism award as a freshman. Beckwith wrote his first book, Selling the Invisible, the first in what is now called the invisible trilogy. His latest book, What Clients Love: A Field Guide to Growing Your Business, was released earlier in 2003. After working for Carmichael-Lynch, he started his own small agency and, for a variety of reasons, it seems that smaller agencies attract services as clients. In his latest book, He uses McDonald's as an example of a classic, but simple, excellent service model. About 30 percent of his work is with financial services clients. Many flourish because they have almost a violent passion about their work and their relationships with clients. Planning is tedious and complex, and financial matters are sensitive and getting less understandable all the time. Being absolutely clear is the hardest thing in the world. There are a multitude of behaviors and attitudes that make up exceptional service to clients. First, the welcome is the magic moment in customer service.


Related Articles

  • What Clients Love. Beckwith, Harry // What Clients Love - Business Summaries;Jun2003, p1 

    "From making a pitch to building a brand, designing a logo to closing the sale, this is a field guide to take with you to the front lines of today's business battles." From the best-selling author of the classic "Selling the Invisible" comes another book filled with lessons learned from...

  • Who or what is the cause of aggravation? Gitomer, Jeffrey // Corridor Business Journal;5/21/2012, Vol. 8 Issue 43, p18 

    The author explains the cause of aggravation of a customer, and illustrates how managers should handle it, wherein they must help the customer resolve the issue, and prevent the same thing from happening again.

  • The First and Last Letters of the Word "Help!" Schneider, Mitch // Motor Age;Nov2005, Vol. 124 Issue 11, p144 

    Discusses issues regarding service delivery and quality in the U.S. as of November 2005. Problems brought by service providers to customers; Experiences the author had when his printer broke and ask for service assistance from its manufacturer; Quality of service that manufacturers give to...

  • How May We Help You?  // Inc.;Mar2011, Vol. 33 Issue 2, p63 

    The article introduces stories that describe how companies in three very different industries are striving to provide great customer service.

  • Customer-Centricity. Fader, Peter // Sales & Service Excellence;Dec2011, Vol. 11 Issue 12, p4 

    In the article, the author discusses the so-called customer-centric businesses and defines customer-centricity as targeting the right customers through the right means to achieve the right results.

  • OTHER PEOPLE -- REMEMBER THEM? Yeung, Rob // Accountancy;Feb2011, Vol. 147 Issue 1410, p54 

    The article points out the importance of being customer-centric and of developing or using the skill of taking the ability to take the perspectives of other people.

  • By phone or online, customer contact bungles hurt brands. Duncan, Tom // Advertising Age;5/24/1999, Vol. 70 Issue 22, p34 

    Discusses how the customer service of companies using interactive technology such as Web sites and 800-numbers is actually weakening brand relationships. Study showing that more than half of interactive contacts with 200 U.S. companies were only fair or poor; Problems with automated...

  • SIMI TRAINING JUNE.  // Irish Motor Management;May/Jun2008, p10 

    The article offers information about the Society of the Irish Motor Industry (SIMI) training programs on June 11, 2008 in Dublin, Ireland. The trainings include customer service, telephone skills and vehicle appraisal. The customer service and telephone skills training will help realize the...

  • Quality customer service begins at home. Reinfeld, Hesh // Las Vegas Business Press (10712186);3/27/2006, Vol. 23 Issue 13, p4 

    Relates a story which shows how quality customer service begins at home. Belief that a successful businessman does not merely respond to a customer's request in a timely fashion but should anticipate the needs of his customers; Need for a salesperson to send an electronic mail to his clients...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics