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The Trusted Advisor (Paperback)
by David H. Maister , Charles H. Green
| Category:
Advisor, Consulting, Relationship building, Business |
| Market price: ¥ 190.00
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¥ 158.00
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Pre-order item, lead time 3-7 weeks upon payment [ COD term does not apply to pre-order items ] |
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MSL Pointer Review:
Providing a solid framework for an establishing and maintaining an effective relationship with clients, this book is a must read for everyone in professional services.
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Author: David H. Maister , Charles H. Green
Publisher: Free Press
Pub. in: September, 2001
ISBN: 0743212347
Pages: 256
Measurements: 8.2 x 5.5 x 0.7 inches
Origin of product: USA
Order code: BA01324
Other information: ISBN-13: 978-0743212342
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- MSL Picks -
Being trusted by their clients separates successful advisors and consultants from the corporate consigliores. But how does a qualified advisor become trusted? Authors David H. Maister, Charles H. Green and Robert M. Galford provide methods you can use to reach the inner circle. They break trust into its component parts and reassemble those pieces into a viable, practical model, complete with suggested conversations. That may sound a little robotic, but with practice, an advisor can make the transition from outside technician to habitué of the inner sanctum. This readable book includes a useful appendix and a list of quick references. We recommend it to consultants and professional service providers. We trust you'll know what to do with it.
(From quoting Rolf Dobelli , Switzerland)
Target readers:
Anyone in professional services.
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- Better with -
Better with
Flawless Consulting: A Guide to Getting Your Expertise Used
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David H. Maister, a leading authority on the management of professional service firms, is the author of the bestselling Managing the Professional Service Firm, True Professionalism, and Practice What You Preach. He lives in Boston, Massachusetts.
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From Publisher
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.
In order to survive, today's professionals must earn the trust of their clients-and re-earn it throughout their careers. This is a dynamic must-read for successfully negotiating relationships in today's bold new economy.
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Chapter 1: A Sneak Preview
Let's start with a question: What benefits would you obtain if your clients trusted you more?
Here's our list. The more your clients trust you, the more they will:
Reach for your advice
Be inclined to accept and act on your recommendations
Bring you in on more advanced, complex, strategic issues
Treat you as you wish to be treated
Respect you
Share more information that helps you to help them, and improves the quality of the service you provide
Pay your bills without question
Refer you to their friends and business acquaintances
Lower the level of stress in your interactions
Give you the benefit of the doubt
Forgive you when you make a mistake
Protect you when you need it (even from their own organization)
Warn you of dangers that you might avoid
Be comfortable and allow you to be comfortable
Involve you early on when their issues begin to form, rather than later in the process (or maybe even call you first!)
Trust your instincts and judgments (including those about other people such as your colleagues and theirs)
We would all like to have such professional relationships! This book is about what you must do to obtain these benefits.
What changes would you make to this list? What would you add? Delete?
Next, let's consider three additional questions:
Do you have a trusted advisor, someone you turn to regularly to advise you on all your most important business, career, and perhaps even personal decisions?
If you do, what are the characteristics of that person?
If you do not, what characteristics would you look for in selecting your trusted advisor?
Here is a listing of traits that our trusted advisors have in common. They:
Seem to understand us, effortlessly, and like us
Are consistent (we can depend on them)
Always help us see things from fresh perspectives
Don't try to force things on us
Help us think things through (it's our decision)
Don't substitute their judgment for ours
Don't panic or get overemotional (they stay calm)
Help us think and separate our logic from our emotion
Criticize and correct us gently, lovingly
Don't pull their punches (we can rely on them to tell us the truth)
Are in it for the long haul (the relationship is more important than the current issue)
Give us reasoning (to help us think), not just their conclusions
Give us options, increase our understanding of those options, give us their recommendation, and let us choose
Challenge our assumptions (help us uncover the false assumptions we've been working under)
Make us feel comfortable and casual personally (but they take the issues seriously)
Act like a real person, not someone in a role
Are reliably on our side and always seem to have our interests at heart
Remember everything we ever said (without notes)
Are always honorable (they don't gossip about others, and we trust their values)
Help us put our issues in context, often through the use of metaphors, stories, and anecdotes (few problems are completely unique)
Have a sense of humor to diffuse (our) tension in tough situations
Are smart (sometimes in ways we're not)
What would you add to (or delete from) this list?
Using the Golden Rule (we should treat others as we wish to be treated), we can probably make a fair assumption (or at least a good first approximation) that this list, or your list, is not much different from a list your clients would make.
So, if you want your clients to treat you as their trusted advisor, then you must meet as many of the "tests" on this list as possible.
Ask yourself: Which of these traits do my clients think I possess? (Not what you think you possess, but what they think you do!) If you suspect that you might not demonstrate all these traits, then how do you get better at each of them? That's what this book will try to answer.
Note that this book is not (just) about the wonderful benefits that wait at the end of the rainbow for the full-fledged trusted advisor, who does (or is) everything listed here. The early benefits of beginning to earn trust are substantial and can be obtained quickly. The ability to earn trust is a learnable skill, and we shall try in the succeeding pages to show "the yellow brick road" that leads to success.
Copyright © 2000 by David H. Maister, Charles H. Green, and Robert M. Galford
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| View all 5 comments |
George Colony, Chairman and CEO, Forrester Research, USA
<2008-04-14 00:00>
Carl Stern CEO, Boston Consulting GroupAn invaluable road map to all those who seek to develop truly special relationships with their clients.
Tom Petersauthor of The Professional Service 50This is a brilliant - and practical - book. In our "world gone mad," trust is, paradoxically, more important than ever.
William F. Stasiorsenior chairman and former CEO, Booz-Allen & HamiltonThis 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 FombrunLeonard 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.
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Michael Bray, Chief Executive, Clifford Chance, USA
<2008-04-14 00:00>
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. |
James E. Copeland Jr., CEO, Deloitte & Touche, Deloitte Touche Tohmatsu, USA
<2008-04-14 00:00>
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. |
Carl Stern, CEO, Boston Consulting Group, USA
<2008-04-14 00:00>
James E. Copeland Jr., CEO, Deloitte & Touche, Deloitte Touche Tohmatsu
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View all 5 comments |
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