Trust is Not Reputation
I trust my dog with my life – but not with my ham sandwich. That is but one of dozens of humorous ways to indicate the multiple meanings we attach to the word “trust.” It’s remarkable how good we are at understanding the word in context, given its definitional complexity. One interesting aspect of trust is […]
Customer Death by Survey? Or Just Bad Surveys?
I recently wrote an article in RainToday called How To Annoy Your Client Without Really Trying, about the excess of customer satisfaction metrics. Wouldn’t you know it – someone disagreed with me! I know, hard to believe… But in this case, the someone was pretty interesting and had some good points to make. So please […]
Trusted Advisor? Or Just Not a Crook?
The term “trusted advisor” has been around a long time. Recently I wrote about how the phrase has undergone “trusted advisor inflation” and become far more casually used. When Maister, Galford and I wrote the book The Trusted Advisor back in 2001, one of our aims was to debunk the idea that trust was mainly […]
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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.