6"x9" soft cover: 216 pages
James Hadley Chase, the famous crime novelist, has a title that screams, You are Dead Without Money! I agree. But I know another death: if you ever dream to become a professional, your dream is dead without Keys to Professionalism. I make it even harder for you in the book's subtitle: Your Profession Does Not Make You a Professional.
All the ingredients you need to cook your professionalism are served in this new book—simply go in there and take what you want. Here are some major themes:
- The two service delivery cycles
- Building blocks for a professional delivery
- Professionals & amateurs
- Customers' temperaments and their pot of values
- Time management
- The leadership qualities of a professional
- Principles of marketing
- The professional's emotional intelligence
- The professional's code of ethics
- Report writing for professionals
Here are some sound bites:
"The degree of satisfaction of the customer with the service we provide is a direct measure of our professionalism."
"Professionals train and prepare for an encounter; amateurs simply walk in."
"Too many people think that they are professionals but, unfortunately, only have professions."
"Professionalism creates a legitimate access into the customer's pocket."
"We never really win arguments; we only win enemies."
"You cannot lead people if you cannot manage their emotions."
"We must pay careful attention to what and who we are, since that is what we reproduce in others."