CHAPTER 1: INTRODUCTION -- provides an overview of the manual:

• what client relationship management is
• how to categorize your clients to best serve them
• strategies for securing your first clients
• training in direct client services by working with other organizers

CHAPTER 2: SEVEN STEP CLIENT PROCESS -- offers a detailed discussion and complete instructions for moving through each of the 7 basic steps involved in client relationship management:

• first contact
• initial consultation
• preparing proposals and agreements
• project implementation
• invoicing
• maintenance plans
• follow up

CHAPTER 3: NEEDS ANALYSIS -- provides you with detailed sample needs analysis forms for residential, small office / home office, and corporate organizing projects, that you can reproduce and use with your own clients:

• 6 pages of interviewing questions each
• reviewing the client's situation
• determining his or her level of readiness
• examining past organizing efforts
• discovering the nature of the problem
• finding out the client's organizing preferences
• pinpointing the desired end result
• plus a floor plan for space layout planning

CHAPTER 4: CLIENT RELATIONSHIP MANAGEMENT -- explains how to provide superior customer service and why this is the most important contributing factor to the success of your business:

• how to under-promise and over-deliver ever time
• the best way to provide a guarantee
• tips for creating a bond with your client
• the right way to ask for feedback
• making the most of client publicity
• staying in touch
• dealing with difficult clients
• understanding the 12 types of personalities and traits

CHAPTER 5: PRACTICAL ORGANIZING SOLUTIONS: -- helps shape your action plan and organizing systems according to your analysis of the client’s needs:

• gain a working knowledge of the available products and supplies
• understand the systems and tools you will be using
• teach your clients about electronic organizing systems
• making use of the 4 major paper organizing systems
• researching records retention guidelines
• finding the right furniture and storage paraphernalia
• knowing where to go for additional third-party services

CHAPTER 6: CASE STUDIES -- outlines 3 case studies for residential, small office / home office, and corporate organizing projects:

• description of the project and client
• needs analysis forms for that situation
• leads you through a "practice" needs analysis for each client

CHAPTER 7: CONCLUSION -- describes how to get started with some other income opportunities available to Professional Organizers that you may not have previously considered:

• product consulting
• public speaking
• teaching
• writing
• broadcasting
• online opportunities