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8 Steps to Restoring Client Trust: A Professional's Guide to Managing Client Conflict Paperback – March 25, 2012


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Editorial Reviews

About the Author

Paul Glen has devoted his career to clarifying the murky world of human emotion for people who gravitate toward concrete thinking. His book, "Leading Geeks: How to Manage and Lead People Who Deliver Technology" won several awards, including being named by the Financial Times Germany as the year's best book on leadership published worldwide. And for nearly a decade his management columns for Computerworld have been translated and syndicated around the world.
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Product Details

  • Paperback: 118 pages
  • Publisher: Leading Geeks Press (March 25, 2012)
  • Language: English
  • ISBN-10: 0971246815
  • ISBN-13: 978-0971246812
  • Product Dimensions: 5.5 x 0.3 x 8.5 inches
  • Shipping Weight: 5.6 ounces (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (8 customer reviews)
  • Amazon Best Sellers Rank: #405,836 in Books (See Top 100 in Books)

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Customer Reviews

4.6 out of 5 stars
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See all 8 customer reviews
His straightforward, concisely written manuscript greatly contributes to making this a quick, easy read.
Ron Belanger
Paul's insight is both the ounce of prevention and the pound of cure - a must read before a "bump" in any relationship is encountered and during conflict resolution.
Dr. P
As a consumer of professional services it provides a winning approach to maintaining a great relationship with me and my company.
Gary Branger

Most Helpful Customer Reviews

Format: Paperback
Paul nails this topic with a straight-forward easy read that is incredibly insightful and full of nuggets that every professional must know to maintain client relationships. The insight and wisdom in these 8-steps are something you should know if you have to understand and manage client conflict. If you are early in your career this is a must read. If you are mid-career, this book is paramount to your ongoing success. Every professional should read this book to know how to be prepared, understand, and handle client situations. Paul also includes additional wisdom in this book about what not to do when dealing with restoring trust and this section will prove invaluable to you as you continue to serve your clients. There is no question that this book should be on the personal library shelf of every professional service provider - a must read!
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2 of 2 people found the following review helpful By Gary Branger on May 19, 2012
Format: Paperback
As an IT Manager this book provides great practical advice for me as an internal service provider. As a consumer of professional services it provides a winning approach to maintaining a great relationship with me and my company. The book served well as a quick read to ensure you know the approach. It can sit on your office bookshelf if you ever find yourself needing to restore a fractured relationship. I'm planning on using this as a thank you gift or as a welcome gift for the suppliers I work with.
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Format: Paperback
"8 Steps to Restoring Client Trust" is a clear, succinct, short guide to what to do when a professional relationship gets bumpy, but read it soon: don't wait to read it until you need to restore trust with an existing client.

Paul Glen does focus first and foremost on the steps to take when a client (or a manager, or a direct-report) unexpectedly checks in feeling anger and disappointment, but later sections of the book discuss responses to avoid and, perhaps most important, how to avoid relationships prone to that kind of check-in in the first place. If you're in a professional relationship like that already, "8 Steps..." can help a lot with teaching you how to mitigate problems with the client and how to avoid losing still more trust in the process (section on "What Not To Do"). Following the advice in "Preventing Client Conflict" is a key to avoiding spending time on client conflict when you don't have to.

Even if you feel that you already have the main part of that last section by avoiding difficult clients and unreasonable expectations, being open and honest and leaving one's ego out of the discussion in responding to an upset client takes preparation and practice for most people. Buy this book and start reading and practicing now so you'll be ready when you need to be.
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Format: Paperback Verified Purchase
This book is a quick and fun read. The book dives right into the issues and offers practical advice. It skips the fluff and lingo of other books on similar topics. The examples in the book are truly cringe-worthy, because they read as real and I could identify with them. This was great, because the examples and even the conversations were things I could start applying right away. The book goes beyond just client relationships, it is really just great advice and examples on how to communicate well, make promises, set expectations, and manage relationships. It has helped me with my team, my vendors, and my clients. Even seasoned veterans will get a lot out of the book, it nothing more than a concise refresher to all the good habits to which we should aspire.
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