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
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.