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How to Increase Sales by Turning Challenging Clients into Vocal Advocates

Audio Recording

My co-host, Tara Kachaturoff, and I are delighted to announce that on Wednesday, May 12, 2010 our speakers were Marilyn Suttle and Lori Jo Vest, authors of "Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan," who presented on “How to Increase Sales by Turning Challenging Clients into Vocal Advocates.”

We all have easy clients who make our lives easy, who are pleasant and do
their part, and then there's Gladys. She's the poster child of difficult
customers, griping and complaining about every little thing. Fortunately,
when you handle a Gladys with finesse, not only can you turn around her
attitude, you can make her a fan for life and a source of ongoing referrals.

We'll share:

  • How to recognize a Gladys
  • How to use Gladys complaints to make things better for all of your customers
  • How to handle a client's angry tirade
  • What to do if Gladys unleashes her fury on the internet
  • How to use challenging situations to increase customer loyalty and word of mouth sales

About Marilyn Suttle and Lori Jo Vest:

Marilyn Suttle and Lori Jo Vest are the authors of the bestselling book,
"Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your
Biggest Fan." The book was released in late 2009 and is currently being
translated into Chinese. For more information about the book please visit

Marilyn Suttle is the President of Suttle Enterprises LLC, a personal and
professional growth training firm, through which she has presented training
workshops and keynotes to thousands across the country to improve
relationships with customers, coworkers and even with children. She coaches
individuals using the Option Method to help people uncover and replace
self-limiting beliefs with more resourceful approaches to work and life.

Her client list includes Fortune 500 companies such as Ford Motor Company,
Pfizer Corporation, and Visteon; associations such as the American Cancer
Society and the Association of Realtors; educational institutions like the
University of Michigan; and small to mid-sized companies in advertising,
financial and health care industries. Suttle is Immediate Past President of
the Michigan Chapter of the National Speakers Association. She has worked on the assisting staff for Jack Canfield's Breakthrough to Success training
programs since 2004.

Lori Jo Vest has been involved in relationship-based sales and customer
service for over 20 years, most recently with television production studio
Communicore Visual Communciations. She has developed extensive expertise
through her work in business-to-business sales positions. In addition, she
consults with small businesses on methods to enhance their sales and
customer service efforts through personal connection and long-term
relationship building.

As managing director of Communicore Visual Communications, she trains and
mentors the company's staff members as they advance into front line, heavy
client contact positions. A well-known member of the television production
community in metro Detroit, she regularly contributes to industry trade
publications, including Adcrafter magazine, Big Idea Magazine and Michigan
Vue. As marketing manager at Grace & Wild, Inc., one of the country's
largest teleproduction studios, she authored technical articles in national
and international publications for the company's executives from 1995
through 2000.

Tara and I hope that you can join us for this special event, and we invite you to invite others who might benefit. For more information about the Coach Coaches Special Interest Group please visit

Warmest Regards,


Ronald V. Paxton

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