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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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Top Customer Reviews
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.
Most Recent Customer Reviews
A very quick read. Recommended book for a consultant that has very little time to read but needs a refresher on what to be sure to pay attention to when working with a customer and... Read morePublished on September 24, 2012 by Andrew Galbus
Mr. Glen has produced an outstanding guide to managing client conflict. His straightforward, concisely written manuscript greatly contributes to making this a quick, easy read. Read morePublished on July 29, 2012 by Captain Ron
Once again Paul provides valuable guidance. I've worked as a manager inside organizations and as a consultant to companies. Paul's advice fits both contexts. Read morePublished on July 14, 2012 by Philip G Neufeld