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The Trusted Advisor, by David H. Maister Charles H. Green
PDF Download The Trusted Advisor, by David H. Maister Charles H. Green
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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
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Review
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.Carl Stern CEO, Boston Consulting Group The Trusted Advisor offers an invaluable road map to all those who seek to develop truly special relationships with their clients.James E. Copeland, Jr. CEO, Deloitte & Touche, Deloitte Touche Tohmatsu Trust is the key that can unlock a priceless dialogue with your clients. The Trusted Advisor tells you how to build relationships that can last a lifetime.Michael Bray Chief Executive, Clifford Chance The authors have produced a readable, helpful guide to a central issue for all professional services firms. They provide sensible and practical advice, making the components of trust appear clear and straightforward. The book is easy to read and use and many of the checklists are very valuable. I will encourage my partners to read it and to keep it close at hand.George COLONY Chairman and CEO, Forrester Research Our company's development has been guided by and has benefited from the Trusted Advisor concepts -- and they work!Thomas W. Watson Chief Growth Officer, Omnicom Group, Inc. The Trusted Advisor will make any advisor more effective in winning and servicing clients' business. It is a must-read for anyone working in professional service firms.Howard G. Paster Chairman and CEO, Hill and Knowlton, Inc. This book provides valuable insight into how one can become and, equally important, remain a trusted advisor, which is essential to success in a wide variety of professions.John Lynch Chairman and CEO, Towers Perrin This is a major contribution to the consulting profession, a richly illustrated and humanistic look at what differentiates a truly great advisor from a good one. This book will be valuable reading for the novice and experienced professional alike.
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Product details
Hardcover: 256 pages
Publisher: Free Press (October 5, 2000)
Language: English
ISBN-10: 074320414X
ISBN-13: 978-0743204149
Product Dimensions:
6.1 x 0.9 x 9.2 inches
Shipping Weight: 14.9 ounces (View shipping rates and policies)
Average Customer Review:
4.4 out of 5 stars
165 customer reviews
Amazon Best Sellers Rank:
#86,150 in Books (See Top 100 in Books)
This is a very good book--thoughtful, provocative, instructive. Having said that, there is nothing new here, nothing that hasn't already been said before, in "How to Win Friends and Influence People," by Dale Carnegie. Carnegie's book is the "Bible" on how to build trust, sell the right way, manage effectively, resolve customer and employee disputes, and succeed in a highly-competitive and often hostile world. In the '80s, while working for a large mid-western company and assigned the task of changing the culture of our large retail organization, I must have read a hundred books on selling, negotiating, problem solving, how to get along with the boss, management, dispute resolution, etc., etc., and the basics were all the same, and available in Carnegie's marvelous book. Having said that, I recommend this book. It's pointed, it's filled with example after example on how to build trust--the cement of long-term client relationships--and it gets at the heart of the matter: to be successful, you must learn how to listen effectively, be transparent in your motives, be flexible and open to change, be dedicated and driven, and most of all, be humble. Humility is the key to self-control. Final note: I know people who read book after book looking for some secret message that will enable them to leap over mountains and achieve great success, career satisfaction, and personal achievement. They read books such as this one, miss the timeless lessons being illustrated, and move on to another book. Stop: what you're seeking is right here. This book has all the Dale Carnegie essentials: read it, study it, ponder it, and remember, it's not the destination that counts, it's the journey.
As previous reviewers have noted, Dale Carnegie’s “How to Win Friends and Influence People†is more comprehensive, more actionable, shorter, and more readable. Nonetheless “Trusted Advisor†has a few good nuggets for those working to build and strengthen professional services relationships.The core of the book is the trust equation:Trustworthiness = (credibility + reliability + intimacy) / (self-orientation)1. Credibility: Listen empathetically for rational and emotional issues to help clients frame the problem then partner with them to craft a detailed solution with carefully managed expectations.2. Reliability: Deliver consistently and excellently on projects, mindful of small touches along the way.3. Intimacy: Communicate as you would with a close family member or friend, sharing and working through professional, and where appropriate, personal issues.4. Other-orientation: Always work (transparently) in your client’s best interest
Sure, be the trusted advisor, someone who never gets anything wrong. LOL The philosophy is good, but quite hard in practice. The other key take away is that you always work for your client's best interest. That's how you build trust. I'd say more important than that is you SHOW how your actions benefit them even at your own expense.Otherwise, they won't even realize how good they have it
I was referred to this book by a colleague. As a consultant, I need to provide the best possible service to my clients. This book is really basic. I found that most of its recommendations were things I already do and have done for years. It provides reliable advice on how to establish and maintain relationships with business associates. It does not provide much advice on how to prioritize and place needed boundaries on client contacts. Good but not great starter book.
This book is right on target. Anyone who desires to develop lasting relationships with clients will want to read this book. From the outset the authors hook the reader by establishing the three basic skills that a trusted advisor must have: (1) earning trust; (2) giving advice effectively; and (3) building relationships. And it gets better as the book progresses. The concept of building trust is brought home in a succinct equation: T = (C + R + I)/S where T is trust, C is credibility, R is reliability, I is intimacy and S is self-orientation.I have found this simple equation to be most useful in gauging the strength of relationships built over the years. It also explains how frustratingly easy it is to lose the trust we've built up. Those who have difficulty maintaining long term solid relationships with friends or clients would do well to check their self-orientation. It is highly likely, if you're honest with yourself, that you are pretty much motivated by your own self-interest and that will come through to clients and friends - regardless of the words you speak or protestations to the contrary.I wish I had come across this book (and the follow-on book by Charles Green, Trust-based Selling) years ago. It would have explained much about the success I had with clients as well as the failures that I suffered. This book will move the successful mentor/coach from the level of conscious incompetent to conscious competent and on to the ultimate goal of unconscious competent.
This book lights a pathway to a service that leaders and business owners need and don't easily find, the wise, honest, and trusted inner circle advisor. We have no shortage of consultants, professional services, and various fiduciary relationships, but there are few on the level that the authors describe. The trusted advisor is grown over time on a foundation of talent experience, and education, but in the end is more than that; more than just a consultant or technician. It is someone who surpasses all of that with a special combination of care, honesty, character, and wisdom. It is something to work to become, but does not come with a framed certificate or degree.
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