... listening, 90, 91 and creating wants, 86 89importance of, 87levels of listening, 87Loyalty, 135, 1 36 brand loyalty and consistent service, 165 , 166 and changes in management, 169 –171 and client business ... 72 and cost-benefit analysis, 75, 76 costing problems, 77, 78“financial physical,” 70–72Internet research, 68 –70listening skills, 66 68 methods of discovering problems, 63 , 64 questions, 64 66 and ... 159, 160 internal clients, 161 , 162 partners as role models for treatmentof clients, 163 , 164 staff, importance of, 161 – 164 Mackay, Harvey, 1 36 Mailing lists, 18Managementattorneys and accountants...