I’m Sorry IF I Upset You
Don’t you hate the “IF” in that phrase? It’s like the canned, fake apologies we receive from call center employees reading from a script. Yet we hear “I’m sorry if I upset you” or something just like it over and over again from business colleagues and yes, even friends. What is an apology? What is […]
The June Trust Matters Review
This month at the Trust Review we’re going to intersperse the more recent articles and posts with some goodies, but oldies, including one article from the 90s because, really, trust, trust never changes. Yves Smith tries to answer the question, how long can trust created by public institutions last? Well, here’s a hint, you can […]
Managing For Trust
Supposed you asked me the score of the latest Boston Red Sox vs. New York Yankees game, and I told you “12.” You: Twelve? What kind of score is that? Me: Twelve points were scored in the game; you asked the score, that’s it. You: Well, who scored how many? Me: New York scored 7 […]
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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.