Fig. 8.2. Trust Realms The
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
In busy times there is also a temptation to let investments such as training take a back seat to getting the work out the door. Only adherence to the firm's principles and values prevents opportunisti...
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...
Send meeting materials in advance
It is important to note that while goods are consumed, services are experienced. The professional service provider is (or should be) as much in the business of managing the client’s experience with re...
It is important to note that while goods are consumed, services are experienced.
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
It is not enough for a professional to be right: An advisor’s job is to be helpful. David
Less formally, we consider the time it takes someone to return a phone call, whether meetings are canceled or kept, and whether to-do lists are completed. Reliability
Make specific commitments to your client around small things: getting that article by tomorrow, placing the call, writing the draft by Monday, looking up a reference. And then deliver on them, quietly...
Make sure meetings have clear goals, not just agendas, and ensure the goals are met. 4.
Make sure you’ve done absolutely all your homework on the client company, the client marketplace, and the client individual, and that it’s absolutely up to the minute. Even if you know them and their...
Managers should be hassle absorbers, not hassle creators.
None of us should wait to be told what to do, or how to do it. Micromanagement kills initiative, judgment and creativity.
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.
Reconfirm scheduled events before they happen. Announce changes to scheduled or committed dates as soon as they change. Intimacy
Reliability in this largely rational sense is the repeated experience of links between promises and action.
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