Pt. I. Developing Strong Client Relationships from the Start. Ch. 1. Doing Business in the "Age of the Customer" Ch. 2. Selectivity: the Key to Longer, Happier Client Relationships. Ch. 3. How to Satisfy Your Clients by Understanding Their Needs Pt. II. Keeping Your Clients Happier Longer. Ch. 4. Giving Clients More than They Pay For. Ch. 5. Ensuring Satisfaction Through Client Communication. Ch. 6. Performing Services Above and Beyond the Clients' Request Pt. III. How to Handle Problems and Complaints. Ch. 7. Handling Price Complaints. Ch. 8. Handling the Client Who is Dissatisfied with Your Service. Ch. 9. Coping with Difficult Clients. Ch. 10. How to Prevent a Dissatisfied Client from Leaving You.