The Trusted Advisor: David H. Maister, Charles H. Green, Robert M. Galford
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
Review
The Trusted Advisor offers an invaluable roadmap to all those who seek to develop truly special relationships with their clients. — Carl Stern, CEO, Boston Consulting Group
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! — Review
Our company’s development has been guided by and benefited from The Trusted Advisor concepts–and they work! — George Colony, Chairman and CEO, Forrester Research
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. — Michael Bray, Chief Executive, Clifford Chance
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. — James E. Copeland Jr., CEO, Deloitte & Touche, Deloitte Touche Tohmatsu
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