David H. Maister

“Advisors who rate the highest on reliability will not just deliver their work on time and on spec. Nor will they simply…

— David H. Maister

“Make sure you’ve done absolutely all your homework on the client company, the client marketplace, and the client individual, and that it’s…

— David H. Maister

“Speak with expression, not monotonically. Use body language, eye contact, and vocal range. Show the client you have energy around the subject…

— David H. Maister

“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

“Fig. 8.2. Trust Realms The”

— David H. Maister

“Review agendas with your client, before meetings, before phone calls, before discussions. Clients should know that they can expect you to always…

— David H. Maister

“The attitude of exclusive professionalism (which restricts the label of professionalism to the advisor) manifests itself in a number of dysfunctional ways.…

— David H. Maister

“It is not enough for a professional to be right: An advisor’s job is to be helpful. David”

— David H. Maister

“There are dangers in this model of succumbing to “committee-itis.” If too many people are jointly responsible for the execution of firm…

— David H. Maister

“The biggest leverage for reliability enhancement probably lies in the emotional realm. The more a provider can do to understand and relate…

— David H. Maister

“while most providers sell on the basis of technical competence, most buyers buy on the basis of emotion.”

— David H. Maister

“Make specific commitments to your client around small things: getting that article by tomorrow, placing the call, writing the draft by Monday,…

— David H. Maister

“In early Greek society, particularly in Athens, democracy meant the equivalent of a permanent town meeting—all decisions of consequence were made in…

— David H. Maister

“By starting with caring (working from the inside out), we open ourselves to possibilities and become willing to go where the client…

— David H. Maister

“Sincerity, the way we usually mean it, has to do with intentions; we assume it comes from within. But our clients have…

— David H. Maister

“It is important to note that while goods are consumed, services are experienced. The professional service provider is (or should be) as…

— David H. Maister

“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

“Send meeting materials in advance”

— David H. Maister

“Where are we likely to encounter the most resistance? •”

— David H. Maister

“As the chapter on relationship building suggested (Chapter 5), we must find ways not only to be credible, but also to give…

— David H. Maister

“Less formally, we consider the time it takes someone to return a phone call, whether meetings are canceled or kept, and whether…

— David H. Maister

“The best service professionals excel at two things in conveying credibility: anticipating needs, and speaking about needs that are commonly not articulated.…

— David H. Maister

“10. Return calls unbelievably fast Stephanie Wethered, the pastor referred to earlier, does this. She tries to return calls within ten minutes.…

— David H. Maister

“We don’t want people to be interested in us as a means to an end, as a destination for their own purposes.…

— David H. Maister

“Make sure meetings have clear goals, not just agendas, and ensure the goals are met. 4.”

— David H. Maister