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Book: The Trusted Advisor
Quotes of Book: The Trusted Advisor
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  1. David H. Maister _ The Trusted Advisor

    while most providers sell on the basis of technical competence, most buyers buy on the basis of emotion.
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  2. David H. Maister _ The Trusted Advisor

    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. Why
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  3. David H. Maister _ The Trusted Advisor

    Fig. 8.2. Trust Realms The
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  4. David H. Maister _ The Trusted Advisor

    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 the advisor's expertise, but also on the experience of the person doing the perceiving. 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. Why
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  5. David H. Maister _ The Trusted Advisor

    Fig. 8.1. The Trust Equation Fig. 8.2. Trust Realms The
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  6. David H. Maister _ The Trusted Advisor

    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.
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  7. David H. Maister _ The Trusted Advisor

    Use the client's "fit and feel" around terminology, style, formats, hours. 5.
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  8. David H. Maister _ The Trusted Advisor

    Make sure meetings have clear goals, not just agendas, and ensure the goals are met. 4.
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  9. David H. Maister _ The Trusted Advisor

    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, and on time. 2.
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  10. David H. Maister _ The Trusted Advisor

    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 client will feel at ease and experience a sense of reliability. Some
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  11. David H. Maister _ The Trusted Advisor

    I was amazed at how many fools I ran into until I noticed the common denominator in all those interactions: me." Why
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  12. David H. Maister _ The Trusted Advisor

    life is too short to work on the uninspiring. Being
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