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Synopsis
Supporting his findings with compelling data, Maister demonstrates how and why firms that emphasize the highest standards of employee professionalism are invariably more financially successful than those that don't.
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Review
David H. Maister, a specialist in the management of professional service firms, surveyed 29 firms in 15 countries to determine whether positive employee attitudes really correlate to corporate success. In his consultancy and previous books, he has suggested they do, and in Practice hat You Preach he is able to show that in many companies it truly is "attitudes that drive financial results, and not (predominantly) the other way round." On a pragmatic level, this allows him to demonstrate how a energized workforce will provide top-quality client service--the key component in any service-oriented business. Overall, Maister recommends managers instill trust and respect, develop a high morale, and serve as "coaches" rather than "most valuable players." He offers detailed case studies of survey respondents, and amalgamates their replies into an explicit Path to Performance as well as four chapters with specific lessons that should be transferable to other enterprises (i.e., effective managers allow others to get deserved credit, ensure workers believe management is not only out to make a lot of money for itself, and understand employees are looking for help in growing their careers). Practical and accessible, it also includes survey specifics for those who care to analyze them on their own. --Howard Rothman
About the Author
David H. Maister is widely acknowledged as one of the world's leading authorities on the management of professional service firms. He advises firms in a broad spectrum of professions on issues ranging from marketing to human resources strategies. He is the author of the bestselling Managing the Professional Service Firm (1993) and True Professionalism (1997) and the coauthor of The Trusted Advisor (2000).
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