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Getting Naked!

Three fears that sabotage customer loyalty

Being vulnerable

I read the book Getting Naked by Patrick Lencioni recently.  Pat is president and founder of The Table Group, a management consulting company.

Pat has built his business around vulnerable consulting.   According to Lencioni nothing inspires trust in another human being like vulnerability.

The following is from a piece Pat wrote for the WSJ in June 2010. “When a manager can admit that one of his employees has better skills in a given area than he does, or a team member acknowledges that she needs help from a peer, or a consultant admits that he doesn’t know the answer to a client’s problem, it sends a powerful message about their confidence and trustworthiness. It builds loyalty and commitment more than anything else. That’s not to say that competence isn’t important; it’s just that without honesty and humility, it has limited potential. ….. the most successful people are those who achieve a required or minimum level of competence, and then enhance that with as much trust-inspiring vulnerability as they can.”

Lencioni states in his book Getting Naked that naked service boils down to the ability of a service provider to be vulnerable – to embrace uncommon levels of humility, selflessness and transparency for the good of a client.

He identifies three fears that prevent us from building trust and loyalty with our clients and then offers specific recommendations for overcoming them.

The three fears are;

  1. Fear of Losing the Business
  2. Fear of Being Embarrassed
  3. Fear of Feeling Inferior

Getting Naked can be found at http://amzn.to/eQu6re I strongly recommend it.

Until next time – all the best!

RolandB

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