An unconventional way to break the silence

Andrea Howe
Category : Weekly tips October 15, 2018

This post is part of our Weekly Tips series.

By now you likely know I’m an advocate for personal risk-taking in your relationships as a necessary part of building trust. If you’ve practiced what I preach, you may have found yourself in an uncomfortable spot or two as a result. It happens; that’s why we call it a “risk.” Here are three tips for what to do when your risk-taking leads to … crickets.

Finally, a great customer support experience we should all emulate

Andrea Howe
Category : Weekly tips October 8, 2018

This post is part of our Weekly Tips series.

I had a simple yet profound experience with a customer support person the other day. It reminded me of something we should all be doing regularly with our clients.

I was online trying to troubleshoot an issue with my Mac (yes, I did the Big Switch earlier this year after a gazillion years working with PCs).

Listening mastery: Seven alternatives to asking questions

Andrea Howe
Category : Weekly tips October 2, 2018

This post is part of our Weekly Tips series.

There’s a long-standing epidemic that extends to just about anyone who has attended consulting skills training. You might even be asymptomatic—in other words, you don’t realize you’re suffering. Read on to find out what it is and what to do about it.

The problem, as was recently identified by Charlie Green on the TrustMatters blog, is question obsession.

Of these three candidates, which would you choose?

Andrea Howe
Category : Weekly tips September 24, 2018

This post is part of our Weekly Tips series.

You may be totally bought into trust-building as the ultimate differentiator for people in professional services but wishing for a way to convince others to see it that way. Or you may find yourself wishing for a refresher on why trust is so important to your work. Either way, this week’s tip will help.

Consider the following scenario, a variation of which was offered in The Trusted Advisor.

Don’t make this mistake when you deliver bad news

Andrea Howe
Category : Weekly tips September 17, 2018

This post is part of our Weekly Tips series.

I recently got to be on the receiving end of a poorly-delivered message, and in this case the likely impact for the bearer of the bad news is no future business with me. Read on to find out what he could have done (and what you can do) to be sure bad news doesn’t cost so dearly.

Use this guide to grade your sales stuff

Andrea Howe
Category : Weekly tips September 10, 2018

This post is part of our Weekly Tips series.

A few tips ago, I mentioned that I’ve always said the best litmus test for the true effectiveness of any sales training—or sales methodology or process or whatever—is to imagine your clients being privy to everything that’s communicated. E-v-e-r-y-t-h-i-n-g. Try this simple test to see how you fare.

Is your egocentric bias stopping you from this simple best practice?

Andrea Howe
Category : Weekly tips September 6, 2018

This post is part of our Weekly Tips series.

Thanks to my mom, I developed a habit when I was young that serves me well to this day, especially when it comes to developing client relationships. According to a recent New York Times article reporting a study in the journal Psychological Science, we can all benefit from a variation of what Mom taught me—provided we can get past our misguided assumptions.

Ancient Roman wisdom for the modern-day professional

Andrea Howe
Category : Weekly tips August 27, 2018

This post is part of our Weekly Tips series.

The Roman poet, Ovid, was onto something really important for us 21st century professionals when he said, “Take rest; a field that has rested gives a bountiful crop.”

A new (7th) risk-taking strategy

Andrea Howe
Category : Weekly tips August 13, 2018

This post is part of our Weekly Tips series.

If I had to do it all over again, I’d rewrite the list of six risks to take to build trust to add a seventh: bring humor to your conversations. This Weekly Tip recounts a story told by a big accounting firm partner that perfectly illustrates why, and provides four ways you can use humor to connect with your clients.

Can you find the problem with this “customer-centric” marketing strategy?

Andrea Howe
Category : Weekly tips August 6, 2018

This post is part of our Weekly Tips series.

I got a flyer in my mailbox the other day that first I loved, and then I hated. Emotional roller coaster aside, I recognized a critical trust lesson for us all that has to do with true customer focus. It’s more evasive than we realize.


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