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| Link | Quote | Stars | Tags | Author |
| 2573624 | 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 to the minute. Even if you know them and their business cold, there is likelihood that there will be some news clip about your client that will have been published that very day. 10. | David H. Maister | ||
| 8b86a79 | Less formally, we consider the time it takes someone to return a phone call, whether meetings are canceled or kept, and whether to-do lists are completed. Reliability | David H. Maister | ||
| 7246e00 | 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 of executing technical tasks. Much | David H. Maister | ||
| d0bd58e | Success, no matter how you define it, is attainable only by persuading another person-a boss, a client, a colleague, a subordinate, a friend or loved one-to give you what you want. | David H. Maister | ||
| 2a0de2a | The most effective organizations are those that are held together by shared and enforced principles, values, and standards. | David H. Maister | ||
| d621a3e | WHAT IS IT? The one-firm firm approach is not simply a loose term to describe a "culture." It refers to a set of concrete management practices consciously chosen to maximize the trust and loyalty that members of the firm feel both to the institution and to each other. In 1985, the elements of the one-firm firm approach were given as: *Highly selective recruitment *A "grow your own" people strategy as opposed to heavy use of laterals, growin.. | David H. Maister | ||
| 044198e | Profitability will not come from managing hygiene factors alone: Future profitability depends on health as well--and firms' methods of measuring, reporting, and managing need to reflect both. | David H. Maister | ||
| b4d23ff | life is too short to work on the uninspiring. Being | David H. Maister | ||
| 331a59a | I was amazed at how many fools I ran into until I noticed the common denominator in all those interactions: me." Why" | David H. Maister | ||
| bf4d888 | A new $100,000 engagement can be very profitable, or be one that loses the firm a lot of money. Yet many firms reward partners for the volume of fees (top-line) that they bring in, not whether or not they bring in profitable work. | David H. Maister | ||
| c9b9e65 | The biggest leverage for reliability enhancement probably lies in the emotional realm. The more a provider can do to understand and relate to the usually unconscious norms of the client, the more the client will feel at ease and experience a sense of reliability. Some | David H. Maister | ||
| b4f85b6 | All happy families resemble one another, but each unhappy family is unhappy in its own way. Leo Tolstoy, 1828-1910, Anna Karenina A child is not a vase to be filled, but a fire to be lit. Francois Rabelais, 1494-1553 | Martina Cole | ||
| 08874cb | A good example of ill-conceived (and premature) training approaches is seen in the many calls I get to conduct training programs to help people become better managers. I put my callers through a standard set of questions: *Did you choose people for managerial roles because they were the type of people who could get their fulfillment and satisfaction out of helping other people shine rather than having the ego-need to shine themselves? (No!).. | David H. Maister | ||
| 8a4e14d | Make specific commitments to your client around small things: getting that article by tomorrow, placing the call, writing the draft by Monday, looking up a reference. And then deliver on them, quietly, and on time. 2. | David H. Maister | ||
| ad13cfa | Make sure meetings have clear goals, not just agendas, and ensure the goals are met. 4. | David H. Maister | ||
| 27cc36d | Use the client's "fit and feel" around terminology, style, formats, hours. 5." | David H. Maister | ||
| ba47b32 | In early Greek society, particularly in Athens, democracy meant the equivalent of a permanent town meeting--all decisions of consequence were made in public assembly. As many professional service firms have rediscovered, this view of democracy tends to result in much wasting of time, slowness of response, and extreme conservatism in action. | David H. Maister | ||
| 8ae035d | Review agendas with your client, before meetings, before phone calls, before discussions. Clients should know that they can expect you to always solicit their views on how time will be spent. 6. | David H. Maister | ||
| 0b9b8db | 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 chances that implementation will be deferred increase exponentially." | David H. Maister | ||
| 214af99 | Fig. 8.1. The Trust Equation Fig. 8.2. Trust Realms The | David H. Maister | ||
| c2481a9 | Credibility isn't just content expertise. It's content expertise plus "presence," which refers to how we look, act, react, and talk about our content. It depends not only on the substantive reality of the advisor's expertise, but also on the experience of the person doing the perceiving. As the chapter on relationship building suggested (Chapter 5), we must find ways not only to be credible, but also to give the client the sense that we are.. | David H. Maister | ||
| 310d552 | Fig. 8.2. Trust Realms The | David H. Maister | ||
| e48335a | As the chapter on relationship building suggested (Chapter 5), we must find ways not only to be credible, but also to give the client the sense that we are credible. We must illustrate, not assert. Why | David H. Maister | ||
| e5a416c | while most providers sell on the basis of technical competence, most buyers buy on the basis of emotion. | David H. Maister | ||
| 43339a2 | When resources become relatively scarce and relatively costly, it suddenly does make sense to invest in coaching and training in order to extract the maximum value from "medium-grade ore." | David H. Maister | ||
| 7096340 | between | David H. Maister | ||
| 8f0b438 | unity, pride, respect, loyalty, excellence, and integrity. | David H. Maister | ||
| e671855 | Warlord firms succeed when management keeps the "big hitters" happy and productive. The past and the future are not often items high on the agenda. Consequently, over time, the performance of extreme warlord firms often swings through peaks and valleys. Much management energy is expended in modulating the politically charged environment." | David H. Maister | ||
| 9489a5e | He told me it was First, by Van Cleef & Arpels. | Elaine Sciolino | ||
| 97943b6 | Consuming alcohol in public is allowed in France, which means drinkers overflow onto the sidewalk, especially on the Montmartre stretch. But it rarely gets out of control. | Elaine Sciolino | ||
| e098074 | He called him (it was always a man) a flaneur. "The crowd is his habitat, as air is for the bird or water for the fish," he wrote. "His passion and his profession is to wed the crowd. . . . To be away from home, but to feel oneself everywhere at home." | Elaine Sciolino | ||
| 3b67f7f | Paris . . . is loath to surrender itself to people who are in a hurry; it belongs to the dreamers, to those capable of amusing themselves in its streets without regard to time when urgent business requires their presence elsewhere. -- | Elaine Sciolino | ||
| 2603019 | eventually you regretted the things you hadn't done as much as the things you had. | Martina Cole | ||
| 651406c | C'est la grande faiblesse des hommes de projeter ce qu'ils ont refoule en eux - sur les autres. | parano refoulé projection paranoia | Jean Anouilh | |
| b952f7b | Vous me degoutez tous avec votre bonheur ! Avec votre vie qu'il faut aimer coute que coute. On dirait des chiens qui lechent tout ce qu'ils trouvent. Et cette petite chance pour tous les jours, si on n'est pas trop exigeant. Moi, je veux tout, tout de suite, et que ce soit entier ou alors je refuse ! Je ne veux pas etre modeste, moi, et me contenter d'un petit morceau si j'ai ete bien sage. Je veux etre sure de tout aujourd'hui et que cela .. | Jean Anouilh | ||
| 2a3d7af | L'humain vous gene aux entournures dans la famille. Il vous faut un tete-a-tete avec le destin et la mort. Et tuer votre pere et coucher avec votre mere et apprendre tout cela apres, avidement, mot par mot. Quel breuvage, hein, les mots qui vous condamnent ? Et comme on les boit goulument quand on s'appelle OEdipe, ou Antigone. | destin humain tragèdie | Jean Anouilh | |
| 0a6ea23 | Puisqu'aussi bien on fait seul le voyage Et que l'amour n'est jamais partage, Le sage pense a lui avant que son poil grise... Il est dur de l'apprendre age : Comme on est seul | Anouilh Jean | ||
| 02ea061 | ANTIGONE: Tell me the truth! I beg you to tell me the truth! When you think about me, when it strikes you suddenly that I am going to belong to you--do you have the feeling that--that a great empty space is being hollowed out inside you, that there is something inside you that is just--dying? HAEMON: Yes, I do, I do. | Jean Anouilh | ||
| b16641d | Sunt fiinte care au geniul singuraratii, nu se pricep sa retina pe nimeni langa ele.. Si apoi se vorbeste mereu despre diferenta de varsta. Infatisarea nu conteaza. Ridurile apar in suflet. | Jean Anouilh | ||
| c8ec9f1 | job!' This son of hers was caught up in the middle, as usual. It was the bane of the middle child's life. Caught between the first-born and the last-born, they were often left to their own devices. | Martina Cole | ||
| 6efbc86 | Like the old adage, you never knew what you had till it was gone. | Martina Cole | ||
| bea4132 | Imelda believed in God because she felt that there had to be something else, something after all this, and also because anyone who was still being worshipped and adored after all that time had to have something going for them. | Martina Cole | ||
| 7ac523a | Catholic guilt was the most destructive sort of guilt because the person that it concerned had no real concept of it. They didn't even realise that it existed. Catholic guilt was something that grew alongside the person, alongside their personality and, in many ways, it did them some good. They felt the need to help the less fortunate, and they felt the urge to make their children better than they were. | Martina Cole | ||
| 79ad91c | You looked after your child, no matter who had fathered it, and no matter how much you might hate them deep down inside. A child was there for the duration of your life and, if you were really lucky, they buried you, and not vice versa. A mother would give her own heart to ensure the child she had created would live on, would be happy to do so. Would be loved. | Martina Cole |