The Trusted Advisor Quotes

Rate this book
Clear rating
The Trusted Advisor The Trusted Advisor by David H. Maister
2,831 ratings, 3.87 average rating, 197 reviews
The Trusted Advisor Quotes Showing 31-60 of 40
“Another Look Here’s another way of looking at the five stages: 1. Engage: Uses language of interest and concern “I’ve been thinking about your competitors, and …” “Your people have been telling me about …” 2. Listen: Uses language of understanding and empathy “Tell me more about …” “What’s behind that?” “Gosh, that must feel …” 3. Frame: Uses language of perspective and candor “I see three key themes emerging here …” “You know, what’s tough to do here is …” 4. Envision: Uses language of possibility “Wouldn’t it be great if …” 5. Commit: Uses language of joint exploration “What would it take, for each of us, to …”
David H. Maister, The Trusted Advisor
“As you look at a client, force yourself to ask three questions: • What is the client’s prevailing personal motivation? • What is their personality? • How does the state of their organization affect their worldview?”
David H. Maister, The Trusted Advisor
“The best service professionals excel at two things in conveying credibility: anticipating needs, and speaking about needs that are commonly not articulated. For”
David H. Maister, The Trusted Advisor
“if I were in your position, I might be wondering about X. Is it possible that that is an issue for you?”
David H. Maister, The Trusted Advisor
“Don’t tell lies, or even exaggerate. At all. Ever. 3.”
David H. Maister, The Trusted Advisor
“Speak with expression, not monotonically. Use body language, eye contact, and vocal range. Show the client you have energy around the subject at hand. 5.”
David H. Maister, The Trusted Advisor
“The trick of earning trust is to avoid all tricks.”
David H. Maister, The Trusted Advisor
“Make sure you’ve done absolutely all your homework on the client company, the client marketplace, and the client individual, and that it’s absolutely up to the minute. Even if you know them and their business cold, there is likelihood that there will be some news clip about your client that will have been published that very day. 10.”
David H. Maister, The Trusted Advisor
“Less formally, we consider the time it takes someone to return a phone call, whether meetings are canceled or kept, and whether to-do lists are completed. Reliability”
David H. Maister, The Trusted Advisor
“Advisors who rate the highest on reliability will not just deliver their work on time and on spec. Nor will they simply be consistent, even at a level of excellence. They will also be expert at a variety of small touches that are aimed at client-based familiarity. Sending meeting material in advance is one example; staying current on client events and names is another. Reliability on the emotional level has a great deal to do with the client’s preferences, and not just with consistency from the service provider’s perspective. Strategies”
David H. Maister, The Trusted Advisor

« previous 1 2 next »