by Andrea Howe | Apr 21, 2010 | Client relationships
Old Faithful is a geyser located in Yellowstone National Park, USA. It gets its name because it regularly shoots steam and water to great heights. In fact, with a margin of error of 10 minutes, Old Faithful will erupt either every 65 or every 91 minutes, depending on the length of the previous eruption. It’s been doing this since 1870.
While most of us who endeavor to be Trusted Advisors would probably prefer not to be associated with a “geyser” (myself included), there’s something we can all learn from this phenomenon of nature.
by Andrea Howe | Apr 14, 2010 | Client relationships
At first glance, the difference between Impeccability and Perfection is slight.Taking a closer look, they are very different characters, each with a profoundly different impact when it comes to building trust. Here’s the punch line, delivered by a recovering perfectionist:
Impeccability is your friend; Perfection is not.
by Andrea Howe | Apr 5, 2010 | Trusted advisorship
Can you train for trust?
The question needs to be broken down; but the quick answer is — yes. Let’s talk about how. And then we want to invite you to experience it yourself.
Disclosure: this blog-post is part advertisement. Trusted Advisor Associates is offering an open enrollment Being a Trusted Advisor program in New York, New York. Read on to find out more, or just click here to sign up.
Now, back to training for trust; let’s break it down.
by Andrea Howe | Jan 27, 2010 | Client relationships
Special thanks to Noelle who participated in a Being a Trusted Advisor program Charlie and I led recently. Noelle told a similar story in class that was the inspiration for this post.
I had an experience with US Airways recently that shed light on the difference between what I’ll call a Sears Win-Win* and a Real Win-Win. In short, the difference boils down to incentives.
by Andrea Howe | Jan 26, 2010 | Trusted advisorship
My mother always told me that bad luck comes in threes. At the risk of pushing my luck, I’m going to disagree with her–at least when it comes to trustworthiness. Here are three phrases, each three words long, that are an essential part of any Trusted Advisor toolkit: “That makes sense,” “Tell me more,” and “I don’t know.”
by Andrea Howe | Dec 15, 2009 | Client relationships
At first blush, intimacy is a strange word to use in a business context. “What, I’m supposed to intimate with my clients?” In the sense that being intimate means being familiar, informal, and emotionally connected…yes, indeed.
Intimacy is one of the four components of the Trust Equation and it usually gets the short-shrift. For most, it’s more natural to build trust by increasing credibility and reliability. And yet, without intimacy, business transactions are just that–transactions–and the “safe haven” experience that is the hallmark of Trusted Advisor relationships is a pipe dream.
by Andrea Howe | Nov 17, 2009 | Trusted advisorship
My mechanic taught me something the other day about being a Trusted Advisor. He screwed up in a big way. And I ended up trusting him more as a result.
by Andrea Howe | Oct 5, 2009 | Trusted advisorship
I’ve been reading Trust Agents by Chris Brogan and Julien Smith.
I was particularly struck by the way they tell Robert Scoble‘s story (a success story, but not usually painted as a trust story). They call Scoble one of the first trust agents ever on the World Wide Web.
Though hindsight is 20-20, many people watching Scoble’s moves at the time would have labeled him at best irreverent, irresponsible, and committed to career suicide … at worst a complete idiot. But looking at him through the lens of what it takes to become trustworthy, I’m siding with Brogan and Smith—what he did was brilliant.
by Andrea Howe | Sep 16, 2009 | Client relationships
I recently ran for a seat on the condo board of the brand new community I live in. I lost. In front of about 60 people.
My reaction was a mixture of gratitude (“I think I just got spared a LOT of work”), huffiness (“How could they pass ME over?”), and a dash of embarrassment (“Oh no, I think I just looked like an IDIOT in front of a large group of people”).
In reflecting on what worked and didn’t about my little platform speech (I had three minutes to pitch myself to the group), I realized there are some important lessons about trust-based selling to tease out of my defeat.
by Andrea Howe | May 13, 2009 | Client relationships
I spent the weekend in California. It started as a mini-vacation—joining a friend’s 50th birthday celebration. It ended with most of the time in my hotel room with the flu.
At first, my demeanor was positive (why compound physical misery with a bad attitude) but steadily declined as I negotiated all the logistical changes required to extend my stay until I could haul my ailing self back across the country.
