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David Maister, Charles Green, and Robert Galford--consultants on professional-service management and customer-relation issues--believe nobody can become successful as a business guru until they first gain the confidence of their clients. In The Trusted Advisor, the authors effectively build their case through anecdote and illustration, then relay a solid series of relevant suggestions applicable to both would-be consultants and those already active in the field. Among their most potent suggestions is a practical, five-step development process that encourages outsiders to engage clients by focusing attention on the issues and individuals at hand; listening both to what they say and what they leave unsaid; framing the immediate problem from their perspective; envisioning with them how a solution might appear; and committing jointly to the actions and resources that will bring it about. Also particularly useful is the examination of trust-building during four phases of a client-advisor alliance: at the time the relationship is consummated; during the assignment; after the assignment; and when "cross-selling," or establishing affiliations with the customer's associates. Boosting its utility, the book is filled with concise, easily adopted tips like "return phone calls unbelievably fast" and "always tell the truth and not what the client wants to hear." --Howard Rothman --This text refers to the Hardcover edition.
Carl Stern CEO, Boston Consulting Group An invaluable road map to all those who seek to develop truly special relationships with their clients.
Tom Peters author of The Professional Service 50 This is a brilliant -- and practical -- book. In our "world gone mad," trust is, paradoxically, more important than ever.
William F. Stasior senior chairman and former CEO, Booz-Allen & Hamilton This book is engaging, enjoyable, and absolutely on target. It is packed with truth. The Trusted Advisor will guide success not just in the advisory professions but in leadership and life as well.
Professor Charles Fombrun Leonard N. Stern School of Business, New York University The Trusted Advisor gets to the heart and soul of the advice business. This path-breaking book is a must-read.
Excellent read for new or old advisors in any industry. Mr. Maister provides clear, concise direction on what it is to be a "trusted advisor. Read morePublished 12 days ago by John R. Sturgis
Great book to challenge the typical selling mindset of many vendors in the professional services field.Published 28 days ago by Paul Grobler
If you were like me trained in sales in the 90s, you will come away unlearning everything you were taught, and wished this book came along years ago. Read morePublished 1 month ago by Eric
A great book for anyone who needs to serve clients and build a lasting relationship with them that goes beyond a one time sale.Published 1 month ago by Debbie
Very good in parts. Very redundant in parts. Good beginning, average middle and good end. Also very good charts and summaries at end of book.Published 2 months ago by Lee Kanon Alpert