On clients, friendships, and texting

Andrea Howe
Category : Weekly tips December 25, 2017

This post is part of our Weekly Tips series.

Sometimes it’s so much easier to preach than to practice. I noticed a disconnect between my words and actions the other day. I’m calling myself out here because (a) it’s cheaper than therapy and (b) there might be a little nugget in the story that will help you, too.

What I’ve learned about trust from cleaning up my messes

Andrea Howe
Category : Weekly tips December 18, 2017

This post is part of our Weekly Tips series.

I hate it when I screw stuff up, especially when it comes to relationships.

I once sent a not-so-nice email to a colleague I’ll call Randy. I did it after I got a fervent complaint from a new client about him. Randy was negotiating a speaking fee on my behalf and, from the client’s perspective, took a firm stand in a way that did not go over well. The client said something triggering for me: “Randy could stand to learn from you about doing business in a trustworthy way.” Cue the entrance of my high horse.

(Reprise) How the family member you dread most is your key to honing a critical business skill

Andrea Howe
Category : Weekly tips December 11, 2017

This post is part of our Weekly Tips series.

It’s that time of year again. Holiday and year-end celebrations are approaching at lightning speed, which means a high probability you’re negatively anticipating, or even dreading, being with a certain family member. Or two. Or more. A politically-charged climate makes this 100 times harder.

What to do when you accidentally say, “I love you” to a client

Andrea Howe
Category : Weekly tips December 4, 2017

This post is part of our Weekly Tips series.

Last week’s story about my latest embarrassing moment (and subsequent muted stupor) reminded me of a favorite Charlie Green story, which concludes with very specific tips for how to deal with awkward silence in a trust-building way.

What NOT to do when you’re embarrassed

Andrea Howe
Category : Weekly tips November 27, 2017

This post is part of our Weekly Tips series.


I ran into someone the other day who recognized me but couldn’t figure out why. I didn’t have the courage to help him out. I was reminded of an important trust lesson in the process.

A trust lesson from a role play and a hospital visit

Andrea Howe
Category : Weekly tips November 20, 2017

This post is part of our Weekly Tips series.

I got chastised (rightly and nicely) by a client last week for doing a bad job of setting expectations. And then I got a taste of my own medicine in a very personal way. I’m sharing in case any of it rings true, and you see an opportunity to increase your own trustworthiness as a result.

The case for communicating even when you have nothing to say

Andrea Howe
Category : Weekly tips November 13, 2017

This post is part of our Weekly Tips series.

Some of you know we moved to a new house this summer. We’ve been doing a bunch of renovations, yielding no shortage of lessons learned from interactions with contractors and suppliers. One such lesson—a surprising take on reliability—applies equally to the kind of people who read these tips.

When short (and “professional”) isn’t necessarily sweet

Andrea Howe
Category : Weekly tips November 6, 2017

This post is part of our Weekly Tips series.

Last week’s post on the perils of the “assumptive close” got me thinking about a real-life example of how a financial advisor’s robotic (and safe) cold call killed my trust and lost my business. Consider this another cautionary tale that’s not meant only for more traditional salespeople. I bet if you look hard enough, you’ll find yourself in the example no matter your role, if only a little … a little too risk-averse, a little too “professional,” a little too brief.

Why “one of the most common closes used” is also one of the worst

Andrea Howe
Category : Weekly tips October 31, 2017

This post is part of our Weekly Tips series.

I was shopping for a Halloween costume the other day and I was reminded of a big sales no-no in the process—that is, if you want to sell the trust-based way. And while my experience was in the realm of retail, it’s also a cautionary tale for anyone in professional services.

Does this make your “S” look big? (Part 2)

Andrea Howe
Category : Weekly tips October 23, 2017

This post is part of our Weekly Tips series.

Last week I focused on one of the greatest opportunities for us all to improve our trustworthiness: getting off our “S” (self-orientation). I wrote about Level 1 troubleshooting, which zeros in on the fundamentals (things like being curious, generous, and truly committed to doing right by them). This week we go deeper with Level 2 to deal with the sneaky parts.


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