“It is important to note that while goods are consumed, services are experienced. The professional service provider is (or should be) as much in the business of managing the client’s experience with respect to professional services as in the business… — David H. Maister Copy Share Image
“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 Copy Share Image
“Advisors who rate the highest on reliability will not just deliver their work on time and on spec. Nor will they simply be consistent,… — David H. Maister Copy Share Image
“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… — David H. Maister Copy Share Image
“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 Copy Share Image
“A good rule to remember is that, in relationships, there are no win-lose or lose-win combinations: There are only win-wins and lose-loses.” — David H. Maister Copy Share Image
“Review agendas with your client, before meetings, before phone calls, before discussions. Clients should know that they can expect you to always solicit their… — David H. Maister Copy Share Image
“The attitude of exclusive professionalism (which restricts the label of professionalism to the advisor) manifests itself in a number of dysfunctional ways. It reinforces… — David H. Maister Copy Share Image
“It is not enough for a professional to be right: An advisor’s job is to be helpful. David” — David H. Maister Copy Share Image
“There are dangers in this model of succumbing to “committee-itis.” If too many people are jointly responsible for the execution of firm business, the… — David H. Maister Copy Share Image
“The biggest leverage for reliability enhancement probably lies in the emotional realm. The more a provider can do to understand and relate to the… — David H. Maister Copy Share Image
“while most providers sell on the basis of technical competence, most buyers buy on the basis of emotion.” — David H. Maister Copy Share Image
“Make specific commitments to your client around small things: getting that article by tomorrow, placing the call, writing the draft by Monday, looking up… — David H. Maister Copy Share Image
