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Step two: Trust index

Trust is the cement that builds and sustains any client relationship. It provides the underlying bond to ensure that promises are kept, work is completed on time and knowledge shared. Even before this, it is what gives the client the confidence to seek your services in the first place. O'Shea and Madigan (1997) ably make this point:

The decision to bring in management consultants is one that can place at stake the careers of the very people who hire them, the jobs of thousands of employees, millions upon millions of dollars invested by shareholders, and long-term relationships with customers. Indeed, the most valuable asset a corporation has, its reputation, can be put on the line. And all these risks are connected to the motivation of outsiders whose primary interest is in fattening the treasuries of their consulting partnerships.


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