CUSTOMER SATISFACTION 39 6 Tactfully tell customers no when their demands or expectations are unreasonable or can't be met Individual Contributor Goals 6 Study the competition so you know what you're up against 6 Find creative ways of remaining in touch with your clients by pro- viding value-added information that helps them do their jobs better 6 Bring your clients together over lunch to help them develop a net- work in their field 6 Be willing to help in areas where you won't necessarily earn a com- mission 6 Find creative ways of surprising your customers 6 Become a reliable resource that customers can count on for objective and selfless advice 6 Forecast what your customers will want and expect 6 Consistently meet all performance benchmarks contained in your