Last week in Part I, I proposed a simple three-step approach to building trust quickly. I addressed the first two steps, which I suggested are the most important and least…

When I lead our Being a Trusted Advisor and Trust-Based Selling programs, I ask participants early on what’s the “one big thing” they want to get out of their participation.…

A key attribute of a Trusted Advisor is the ability to improvise in Moments of Truth. How it's done.

Life seems to happen to me in twos. A few weeks ago I blogged about A Cautionary Tale for Marketers based on two stories—a “don’t do this” story and a…

I write about empathy a lot on these pages because it can’t be emphasized enough as a critical skill in business—and one that’s missing from most business interactions (See “The…