When you offend someone, someone is offended. That seems obviously, trivially true. But the two are very different events – each touching on a part of the human experience, and each teaching us something about trust. The Social and the Psychological Disrespecting someone is a social violation: it is not a nice thing to do. […]
What do buyers really want? In particular, what is the true role of expertise in evaluating the purchase of complex intangible services? — The head of marketing for a US East Coast major law firm was asked by 3 partners to help rehearse and prepare them for a key sales meeting at a major potential […]
The morning news is celebrating a minor triumph of civility in the United States Senate. Senator Susan Collins helped broker a (very) short-term deal by using a talking stick – a centuries-old example of early social engineering from Native Americans. What’s interesting here is not the agreement itself, but how the use of the talking stick […]
Where do you draw the line between general best practices and vertical industry-specific applications? The answer, of course, is it depends. Specifically, it depends on the best practice, and on the industry. But what does that mean in the general case of leadership, and the specific industry of complex intangible services? ——- Think of all […]
As tech infiltrates every aspect of our personal and business lives, efficiency becomes an ever-more celebrated virtue. This is as true in communications as elsewhere. Think one-word book titles (Blink, Switch, Drive); think the obsession with CRM metrics; and think the Elevator Speech. — You know the “Elevator Speech.” It’s the hypothetical answer you would […]
You know the age old saying, “It’s not personal, it’s business.” We’ve all heard it countless times, in office settings and in the movies. It may be something you try to tell yourself after a deal you worked for so hard for goes sour – yet you still have trouble believing it. Yet, with all […]
Eleven years have passed since I first wrote the following thoughts on New Years resolutions. Frankly, it was good. And frankly I haven’t been able to write a better one. Next year, maybe. So, apologies to those who have read it year after year—though I suspect some of you won’t mind. Happy New Year. ——————————————- […]
Andy Paul is an old friend, and a true expert in the field of sales. His books include Zero-Time Selling: 10 Essential Steps to Accelerate Every Company’s Sales, and Amp Up Your Sales: Powerful Strategies that Move Customers to Make Fast, Favorable Decisions. As you can see by the title, one of his subjects is […]
Some of you are partaking in the annual ritual of watching Christmas movies – most notably the perennial It’s a Wonderful Life. This is not about that movie. Instead, I want to remind you of an interesting lesson from the seasonal also-ran, Miracle on 34th Street. Nominally a cute tale about the existence of Santa Claus […]
Today’s post is by Trusted Advisor Associates’ own Andrea Howe and Stewart Hirsch. —————————— We just led a webinar on how to take a trust-based approach to building C-suite relationships. (We decided in the moment that we should call it the Hirsch and Howe Show.) There was a great question asked that we didn’t have […]