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Here are verified quotes of wisdom from **David Maister**, the renowned expert on professional service firms and author of books like *”Managing the Professional Service Firm”* and *”The Trusted Advisor”* (co-authored with Charles H. Green and Robert M. Galford):
1. **”You don’t build trust by telling people you’re trustworthy. You build it by behaving in a trustworthy manner.”**
– From *The Trusted Advisor* (2000). This encapsulates Maister’s practical approach to relationship-building in business.
2. **”The problem is not knowing what to do — it is doing what we know.”**
– From *Strategy and the Fat Smoker* (2008). Maister highlights the challenge of execution over insight — a recurring theme in his work.
3. **”Client relationships are not about impressing. They are about connecting.”**
– From various speeches and writings, reiterating that emotional connection often outweighs technical expertise in service businesses.
4. **”The greatest source of lost productivity in professional firms is people doing things they personally don’t believe in.”**
– From his consulting work and lectures. Maister argued that alignment between values and action is essential for high performance.
5. **”People do not resist change. They resist being changed.”**
– A powerful insight frequently cited in his workshops and writings, focusing on autonomy and human motivation.
6. **”There is no such thing as client satisfaction. There is only exceeding expectations.”**
– From his work on client service. He believed true loyalty comes only when a firm consistently goes beyond what’s expected.
Let me know if you’d like a reflection or application of any of these quotes.