The best service professionals excel at two things in conveying credibility: anticipating needs, and speaking about needs that are commonly not articulated. For
The book "The Trusted Advisor" by David H. Maister highlights that the most effective service professionals are distinguished by their ability to both anticipate client needs and articulate those needs that clients might not explicitly express. This dual skill set enables them to build strong, trustworthy relationships with clients, ensuring that they feel understood and valued throughout the service process.
By focusing on these two aspects—anticipation and communication—service professionals can create a credible and reliable experience for their clients. This approach not only fosters trust but also enhances client satisfaction and loyalty, positioning the professional as a go-to advisor in their field.
