The Trusted Advisor (Hardcover)
The essential "must have" tool for professionals who advise or negotiate with others in today's new economy.
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 your 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. The creation of trust is what earns the right to influence clients; trust is also at the root of client satisfaction and loyalty. The workings of trust are even more critical in the new economy than in the old.
Maister, Green, and Galford enrich our understanding of trust -- yet they have also written a deeply practical book. Using their model of "The Trust Equation," they dissect the rational and emotional components of trustworthiness. With precision and clarity, they detail five distinct steps you must take to create a trust-based relationship. Each step -- engage, listen, frame, envision, and commit -- is richly described in distinct chapters. The book is peppered with pragmatic "top ten" lists aimed at improving advisors' effectiveness that can be put to use instantly. It also includes a trust self-diagnostic in the appendix.
This immensely readable book will be welcomed by the inexperienced advisor and the most seasoned expert alike. The authors use anecdotes, experiences, and examples -- successes and mistakes, their own and others' -- to great effect. Though they use the professional services advisor/client paradigm throughout the book, their prescriptions have resonance for other trust-reliant situations -- selling, customer relationship management, and internal staff functions like HR and information technology.
The result is a tour de force -- brilliant, penetrating, unique. It is essential reading for anyone who must advise, negotiate, or manage complex relationships with others.
About the Author
David H. Maister, one of the world's leading authorities on the management of professional service firms, is the author of several successful books, including Managing the Professional Service Firm, True Professionalism, and Practice What You Preach, and coauthor of The Trusted Advisor.
Charles H. Green is an executive educator and business strategy consultant to the professional services industry. Charlie has taught in executive education programs for the Kellogg Graduate School of Management at Northwestern University, and for Columbia University Graduate School of Business, as well as independently through his firm, Trusted Advisor Associates. His current work centers on the nature of trust-based relationships within organizations, and on the management of professional service firms. Green is a graduate of Columbia and Harvard Business School. He spent the first twenty years of his career with The MAC Group and its successor, Gemini Consulting, where his roles included strategy consulting (in Europe and the United States), VP Strategic Planning, and a variety of other firm leadership roles. He is the author of numerous papers, with articles published in the Harvard Business Review and Management Horizons. He is president of Trusted Advisor Associates, which he founded with Rob Galford. He resides in Morristown, New Jersey.
Robert M. Galford is currently a Managing Partner of the Center for Executive Development in Cambridge, Massachusetts, and was formerly the executive vice president and chief people officer of Digitas, Inc., a leading Internet professional services firm with over 1,400 employees. He taught for many years on executive programs at the Columbia Graduate School of Business and the Kellogg Graduate School of Management at Northwestern University, in addition to consulting to professional services firms, technology companies, and financial institutions. Rob has lived and worked in both Western Europe and North America as a vice president of The MAC Group and its successor firm, Gemini Consulting. He has practiced law with the international firm of Curtis, Mallet-Prevost, Colt & Mosle in New York and Washington, and has also worked in investment management for Citicorp. Rob's writing and commentaries on management have been published in the Boston Globe and he is a three-time contributor to the Harvard Business Review. He currently sits on the boards of directors of Forrester Research, Inc., and Access Data Corporation. He also hosts the business video Talk About Change! with the popular cartoon character Dilbert.
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.