The Trusted Advisor (Paperback)

by David H. Maister (Author), Charles H. Green (Author), Robert M. Galford (Author) "LET'S START WITH A QUESTION: What benefits would you obtain if your clients trusted you more?..." (more)
Key Phrases: emotional framing, rational framing, trusted advisor relationship, Client Client, That Amy, Michael Jordan (more...)

Editorial Reviews

Amazon.com Review
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.

Review
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. -- Review

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Product Details

• Paperback: 256 pages
• Publisher: Free Press (September 25, 2001)
• Language: English
• ISBN-10: 0743212347
• ISBN-13: 978-0743212342
• Product Dimensions: 8.2 x 5.5 x 0.7 inches
• Shipping Weight: 7.2 ounces (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars See all reviews (37 customer reviews)
• Amazon.com Sales Rank: #4,785 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

56 of 60 people found the following review helpful:

5.0 out of 5 stars The Cornerstone of All Relationships, November 13, 2000

By	Robert Morris (Dallas, Texas) - See all my reviews (TOP 50 REVIEWER)    (REAL NAME)

This review is from: The Trusted Advisor (Hardcover)

According to the authors, "The theme of this book is that the key to professional success is not just technical mastery of one's discipline (which is, of course, essential), but also the quality to work with clients in such a way as to earn their trust and gain their confidence." The authors provide "a new understanding of the importance and potential of trust relationships with clients, and show how trust can be employed to achieve a wide range of rewards. We examine trust as a process, which has beginnings and endings, which can be derailed and encouraged, and which take place across time and experience. We analyze the key components of trust and the process which trust involves in a relationship." To give you at least some idea of what this book addresses, here are the questions answered in Part One ("Perspectives on Trust"):

What would be the benefits if your clients trusted you more?

What do great trusted advisors all seem to do?

What are the dynamics of trusting and being trusted?

How do you ensure that your advice is listened to?

What are the principles of building strong relationships?

What attitudes must you have to be effective?

Do you really have to care for those you advise?

In the final chapter, the authors include "The Quick-Impact List to Gain Trust" and then an Appendix in which they duplicate all of the checklists previously provided. I rate this book so highly for twqo reasons: First, because the content is rock-solid, anchored in a wealth of real-world experiences which the authors generously share; also because they explain HOW to gain and then sustain the trust of everyone with whom you do business. This book will be especially valuable to small-to-midsize companies whose success or failure is primarily (if not entirely) dependent upon client relationships based on trust. Buyers have lots of choices. It is not enough for them to trust what you sell. Others may well offer the same product or service. They must also trust you, the seller. And here's the key point: It is imperative that customer trust your advice as they consider a purchase from you but, ultimately, your customers must have so much confidence in you that they will also seek your advice on other matters which have nothing to do with what you sell. So-called "customer satisfactioon" is achieved on a per-transaction basis. As Jeffrey Gitomer correctly asserts, your objective should be "customer loyalty." The authors of this book explain HOW to achieve it and then HOW to sustain it.

30 of 33 people found the following review helpful:

5.0 out of 5 stars Valuable and helpful!, September 24, 2000

By A Customer

This review is from: The Trusted Advisor (Hardcover)

This is a book filled with helpful checklists, valauble to anyone in the consulting field. In an eminently readable style, the authors show us not just the requirements to be a trusted advisor but also how to be a better consultant and how to improve our interpersonal skills. We read different phrases (that, I assume at least one of the authors use) that show us how to raise contentious issues in a non-threatening way (eg, "Let me play the devil's advocate and try to convince you .." and "This will feel risky to you but ..") It's the type of book we need to dip into on a regular basis to remind ourselves of those "little things" that make a big difference when dealing with clients. An easy but most valuable read.

29 of 34 people found the following review helpful:

5.0 out of 5 stars Maister is the Master, July 27, 2001

By	Andrew Silberman (Tokyo Japan) - See all my reviews (REAL NAME)

This review is from: The Trusted Advisor (Hardcover)

My introduction to David Maister came from the former managing director of Burson-Marteller's Tokyo office, who recommended True Professionalism. That book became one of the "required readings" for my training company's staff. Since True Professionalism, I've read Managing the Professional Service Firm and found it heavy, over-detail-oriented and difficult to apply. Now comes The Trusted Advisor (with other authors) and I can say without a doubt this best book on trust development I've read--putting real meat in those abstract concepts like "credibility." His chapter where he introduces the equation where Trust = Credibility + Reliability + Intimacy, all divided by Self-orientation, would be worth the price of the book. No, there probably is nothing new under the sun, but Maister in this book (and in Practice What You Preach, another gem) provides the keys to create better results for clients, and shows us how to turn those keys to start the engine. If there were 10 stars to give, I'd rate this a 10.