Nice Place Here, Shame if Anything Happened
It’s the opening to dozens of gangster movies. The mob guy with a rakish hat and a sneer sidles into the hard-working good citizen’s retail establishment, knocks some cigarette ash on the floor, and says, “Nice little business you got here, mister. It’d be a shame if something were to happen to it, know what […]
DON’T Always Exceed Expectations
Many of us go around repeating a mantra that we think is self-evidently correct: Under-promise and over-deliver, we say. Always exceed expectations. There is a website ExceedAllExpectations. Another website, HowTo.gov, tells governmental agencies to use metrics to exceed expectations. And as you well know, it’s a common mantra in business. Not so fast. Why Always Exceeding Expectations […]
The Number One Mental Illness in Business
Sometimes we don’t think right. Often we don’t think right, and we don’t even notice it. (This is well-described in a book called Blind Spot, by Banaji and Greenwald). People in business have big blind spots, just as we do in other social milieu. Recently I’ve run across two items that, together, highlight one of the […]
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THE TRUSTED ADVISOR FIELDBOOK
The pragmatic, field-oriented follow-on to the classic The Trusted Advisor. Green and Howe go deep into the how-to’s of trusted business relationships—loaded with stories, exercises, tips and tricks, and deeply practical advice.
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TRUST-BASED SELLING
“Sales” and “Trust” rarely inhabit the same sentence. Customers fear being “sold” — they suspect sellers have only their own interests at heart. Is this a built-in conflict? Or can sellers serve buyers’ interests and their own as well? The solution is simple to state, hard to live—and totally worth the effort.
THE TRUSTED ADVISOR
This classic book explores the paradigm of trust through the filter of professional services. It is a blend of thought and practice, clear ideas and practical suggestions, and it has found a place on many professionals’ working bookshelves.