The flip side of credit is blame. A tendency to blame others, or circumstances, is generally a recipe for unhappiness in life.
Review agendas with your client, before meetings, before phone calls, before discussions. Clients should know that they can expect you to always solicit their views on how time will be spent. 6.
Warlord firms succeed when management keeps the big hitters happy and productive. The past and the future are not often items high on the agenda. Consequently, over time, the performance of extreme wa...
These goals are not unique to us. Our best competitors almost certainly have similar, if not identical goals. If we are to outperformthem, we don't need a better vision, but a better approach to makin...
It is ironic that a business in which the serving of clients depends so heavily on interpersonal psychology should be peopled with those who believe in the exclusive power of technical mastery. And
Profitability will not come from managing hygiene factors alone: Future profitability depends on health as well—and firms’ methods of measuring, reporting, and managing need to reflect both.
The best service professionals excel at two things in conveying credibility: anticipating needs, and speaking about needs that are commonly not articulated. For
Speak with expression, not monotonically. Use body language, eye contact, and vocal range. Show the client you have energy around the subject at hand. 5.
The minute you begin to cruise, to rely on skills learned last year, that's the moment you begin your decline.
None of us should wait to be told what to do, or how to do it. Micromanagement kills initiative, judgment and creativity.
It is better to stop thinking of permanent or semipermanent departments and to begin to use the language of teams
Four Essential Elements That Engender Trust (Chapter 8) 1. Credibility 2. Reliability 3. Intimacy 4.
The biggest leverage for reliability enhancement probably lies in the emotional realm. The more a provider can do to understand and relate to the usually unconscious norms of the client, the more the...
If I were in your position, I might be wondering about X. Is it possible that that is an issue for you?
Don’t tell lies, or even exaggerate. At all. Ever. 3.
While most providers sell on the basis of technical competence, most buyers buy on the basis of emotion.
The solution for an individual firm must always address three perspectives in any organizational review: structure (how we are formally organized); processes (how different types of decisions are to b...
As the chapter on relationship building suggested (Chapter 5), we must find ways not only to be credible, but also to give the client the sense that we are credible. We must illustrate, not assert. Wh...
The attitude of exclusive professionalism (which restricts the label of professionalism to the advisor) manifests itself in a number of dysfunctional ways. It reinforces a misleading belief that the a...
A good rule to remember is that, in relationships, there are no win-lose or lose-win combinations: There are only win-wins and lose-loses.
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