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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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8 Steps to Restoring Client Trust: A Professional's Guide to Managing Client Conflict + Leading Geeks: How to Manage and Lead the People Who Deliver Technology
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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: 8.5 x 5.5 x 0.3 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: #642,871 in Books (See Top 100 in Books)

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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Customer Reviews

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If you are early in your career this is a must read.
Steve Richards
Paul's "8 Steps to Restoring Client Trust" can be used as a checklist for daily living as well as a guide in maintaining/restoring any relationship.
Dr. P
His straightforward, concisely written manuscript greatly contributes to making this a quick, easy read.
Ron Belanger

Most Helpful Customer Reviews

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
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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Format: Paperback
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 how to carefully take care of a difficult situation.

I work with consultants and as a program manager consider myself a consultant within our organization. I was able to think about how I handle challenging situations with the customers I work with. Stephen Covey principles come through in the text seeking first to understand and only then be understood. Also, Kerry Patterson's "Crucial Conversations" text comes through in this book where you put yourself in the customer's shoes and try to see their perspective and empathize with them.
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Format: Paperback
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. Unlike many references that are written from an academic perspective but miss the mark in practical application, this one is written from the trenches and is highly useful for managing the inevitable conflicts that arise in client relationships. I've already read this book twice and keep it close as a ready resource. This is a book that should be in the library of every consultant and project manager. It is one reference that will not sit on the shelf and collect dust.
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