The Trusted Advisor
Bestselling author David Maister teams up with Charles H. Green and Robert M. Galford to bring us the essential tool for all consultants, negotiators, and advisors. In today's fast-paced networked economy, professionals must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough, assert world-renowned professional advisors David H. Maister, Charles H. Green, and Robert M. Galford. The key to professional success, they argue, is the ability to earn the trust and confidence of clients. To demonstrate the paramount importance of trust, the authors use anecdotes, experiences, and examples -- successes and mistakes, their own and others' -- to great effect. The result is an immensely readable book that will be welcomed by the inexperienced advisor and the most seasoned expert alike.
- Paperback | 256 pages
- 142.24 x 213.36 x 25.4mm | 249.47g
- 29 Oct 2001
- SIMON & SCHUSTER
- New York, United States
- 16 charts & graphs
Table of contents
Contents §Introduction§How to Use This Book§Part One: Perspectives on Trust §A Sneak Preview§What would be the benefits if your clients trusted you more?§What are the primary characteristics of a trusted advisor? §What Is a Trusted Advisor?§What do great trusted advisors all seem to do? §Earning Trust§What are the dynamics of trusting and being trusted? §How to Give Advice§How do you ensure your advice is listened to? §The Rules of Romance: Relationship Building§What are the principles of building strong relationships? §The Importance of Mindsets§What attitudes must you have to be effective? §Sincerity or Technique?§Do you really have to care for those you advise? §Part Two: The Structure of Trust Building §The Trust Equation§What are the four key components that determine the extent of trust? §The Development of Trust§What are the five stages of trust-building? §Engagement§How do you get clients to initiate discussions with you? §The Art of Listening§How can you improve your listening skills? §Framing the Issue§How can you help clients look at their issues in a fresh way? §Envisioning an Alternate Reality§How can you help clients clarify what they're really after? §Commitment§How do you ensure clients are willing to do what it takes to solve their problems? §Part Three: Putting Trust to Work §What's So Hard About All This?§Why are truly trust-based relationships so scarce? §Differing Client Types§How do you deal with clients of differing types? §The Lieutenant Columbo Approach§What can we learn from an unorthodox winner? §The Role of Trust in Getting Hired§How do you create trust at the outset of a relationship? §Building Trust on the Current Assignment§How can you conduct your assignment in a way that adds to trust? §Re-earning Trust Away from the Current Assignment§How can you build trust when you're not working on an assignment? §The Case of Cross-Selling§Why is cross-selling so hard, and what can be done about it? §The Quick-Impact List to Gain Trust§What are the key things you should do first? §Appendix: A Compilation of Our Lists§A comprehensive summary and list of concepts, insights, tips, and tactics. §Acknowledgments§Notes and References§Index§About the Authors
Carl Stern CEO, Boston Consulting Group An invaluable road map to all those who seek to develop truly special relationships with their clients.
Carl Stern CEO, Boston Consulting Group An invaluable road map to all those who seek to develop truly special relationships with their clients. 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. 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. 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.