The most effective organizations are those that are held together by shared and enforced principles, values, and standards.
Fig. 8.2. Trust Realms The
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...
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.
A new $100,000 engagement can be very profitable, or be one that loses the firm a lot of money. Yet many firms reward partners for the volume of fees (top-line) that they bring in, not whether or not...
There are dangers in this model of succumbing to committee-itis. If too many people are jointly responsible for the execution of firm business, the chances that implementation will be deferred increas...
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...
By starting with caring (working from the inside out), we open ourselves to possibilities and become willing to go where the client will take us. The skill or action behaviors can then fall on fertile...
Credibility isn’t just content expertise. It’s content expertise plus presence, which refers to how we look, act, react, and talk about our content. It depends not only on the substantive reality of t...
Don’t tell lies, or even exaggerate. At all. Ever. 3.
Fig. 8.1. The Trust Equation Fig. 8.2. Trust Realms The
10. Return calls unbelievably fast Stephanie Wethered, the pastor referred to earlier, does this. She tries to return calls within ten minutes. She says it’s the most trust-creating thing she does; no...
Four Essential Elements That Engender Trust (Chapter 8) 1. Credibility 2. Reliability 3. Intimacy 4.
I was amazed at how many fools I ran into until I noticed the common denominator in all those interactions: me. Why
When resources become relatively scarce and relatively costly, it suddenly does make sense to invest in coaching and training in order to extract the maximum value from medium-grade ore.
In early Greek society, particularly in Athens, democracy meant the equivalent of a permanent town meeting—all decisions of consequence were made in public assembly. As many professional service firms...
It ain't what you do, it's the way that you do it: That's what gets results.
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...
There is an old saying, It is amazing what you can achieve if you are not wedded to who gets the credit. The
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
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