After landing that account or receiving a new contract, communicate that the right decision was made when you were selected. To do this:

• Send a letter immediately, thanking the client for the new business and reaffirming that your company has the expertise to do a good job.
• Go well prepared to the initial meeting with the client.
• Appear enthusiastic and confident during discussions with the client.
• Keep the client informed about progress being made. Don't allow surprises to occur.
• Make each client feel as if he or she is No. 1 on your lists of clients.
• Keep conversations with clients oriented toward their goals and what will be best for them.
• Keep in touch with clients on a regular basis - even if it's merely to share company newsletters, holiday cards, etc.

If you do the above, you will help eliminate any second thoughts clients may have about the decision to engage your firm.

Source: Roy Baldassari, Response Analysis Corp., writing in Marketing News, Suite 200, 250 S. Wacker Dr., Chicago, IL 60606

Here's how to write recommendations for lousy job candidates. Excerpts from The Lexicon of Intentionally Ambiguous Recommendations (LIAR) by Lehigh University economist Robert Thornton whiz around the Internet.

For a candidate with interpersonal problems, he suggests saying I am pleased to say this person is a former colleague of mine. For the lazy worker: In my opinion, you will be very fortunate to get this person to work for you.

The book, published by Meadowbrook Press in Deep Haven, Minn., also suggests recommendations for the criminal: "He's a man of many convictions" and "I'm sorry we let her get away." For the untrustworthy candidate: "Her true ability is deceiving." And for the inept worker: "I most enthusiastically recommend this person with no qualifications whatsoever."

Source: Wall Street Journal

1. Offer a firm handshake.

2. Look directly in their eyes.

3. Ignore distractions.

4. Smile, nod your head, gesture.

5. Concentrate on the customer.

6. Ask questions.

7. Don't interrupt.

8. Take notes.

9. Avoid an opinion until you've heard everything the customer has to say.

Out on the cliff's edge further than he'd ever been before, he sat with legs danglin' high above the valley's floor. He was lost in thought while drinking in the grandeur of it all, when a gust of wind unseated him and he began to fall. It was a drastic situation and he didn't dare think slowly, for certain death awaited in the rocky crags below. So he called upon a friend (I guess the only one he could) - the one we all forget about when things are going good. He said, "God, if you will help me now, I'll quit my sinful ways; I will do those things that you'd have me do and work hard all my days; I will quit the booze and cigarettes and help my loving wife; I will spend time with my children and I'll turn my life around; I will work to help the needy and I promise to repent." Just then, a tree limb caught his coat and stopped his fast descent. And while hanging from the tree that grew upon that rocky shelf, he looked skyward saying, "Never mind, I handled it myself!"

Do you understand what you are expected to do? Have you received the training needed to do your job? Do you have opportunities for professional growth, without becoming employed by someone else? Are you encouraged to make decisions for yourself? Do you have chances for cross-training in new areas? Have you discussed career advancement with your employer? Do you work under safe and comfortable conditions? Do you give praise as willingly as criticism? Do you understand how your pay is determined and how your benefits work?