True Professionalism The Courage to Care

Professional firms are forever trying to get their people to act like professionals -- to do the right things. Though their various incentives may create employee compliance, these don't often encourage excellence. David Maister, the world's premier consultant to professional service firms, vigorously challenges professionals to examine this essential, yet under-addressed question: What is true professionalism? His answer is clear: It is believing passionately in what you do, never compromising your standards and values, and caring about your clients, your people and your own career. In clear and compelling terms, Maister shows that this approach is not only ethical but also conducive to commercial success.

David H . Maister, of Maister Associates, Inc., Boston, is the author of Managing the Professional Service Firm and a former professor at the Harvard Business School, He consults to professional service firms worldwide.

CONTENTS

Acknowledgments

Introduction: The Power of Principles

PART ONE: (MOSTLY) ABOUT YOU

1. Real Professionalism
What is professionalism, and how do you manage in order to breed it?

2. Are You Having Fun Yet?
What is the role of excitement and enthusiasm in professional success?

3. No Regrets
How do you develop a personal career strategy?

4. Dynamos, Cruisers, and Losers
How do you keep your career in high gear? How do you tell if it is?

5. It's About Time
What are the key business processes of a professional practice, and how do you manage your investments in these areas?

6. Are You Willing to Be Managed?
How can management in a professional environment be reconciled with the need for autonomy?

7. Why Should I Follow You?
What are the key attributes of a manager of professionals?

PART TWO: (MOSTLY) ABOUT YOUR FIRM

8. Values inaction
How vigorously do you "enforce" your values? Do your people think you live up to them?

9. The Value of Intolerance
What should a firm be "intolerant" about? How do you ensure that you do not slip into tolerating "OK" performance?

10. A Time for Healing
How do you create a sense of teamwork?

11. How Firms (Should) Add Value
How do you ensure that there is value in the institution, not just in the individuals who work there?

12. Success Through Skill-Building
How do you invest in and manage rapid skill-growth?

13. What Kind of Provider Are You?
What are the key skills of different types of providers, and what are the differences between them?

14. Managing Your Client's Projects
How do you track the profitability of individual assignments?

15. Why Merge?
When does a professional firm merger make sense?

16. The Adaptive Firm
What do you have to do to be good at constantly evolving and adapting?

PART THREE: (MOSTLY) ABOUT YOUR CLIENTS

17. How Real Professionals Develop Business
What works in marketing, and how does this compare to the standards of professionalism?

18. Finding Out What Clients Want
How do you discover how the client defines quality?

19. Why Cross-Selling Hasn't Worked
How can cross-selling really be made to happen?

20. Measuring Your Marketing Success
What's the difference between "more business" and "better business" and can you measure it?

21. Satisfaction Guaranteed
Can/should you guarantee your clients' satisfaction?

Index

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

FREE SHIPPING

Amazon no longer offers textbook rentals. We do!

True Professionalism The Courage to Care About Your People, Your Clients, and Your Career

Summary

Author Biography

Table of Contents

Supplemental Materials