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Publisher's Summary

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. This 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 listening for anyone who must advise, negotiate, or manage complex relationships with others.

©2009 David Maister, Charles H. Green, Robert M. Galford; (P)2009 Tantor

Critic Reviews

"An invaluable road map to all those who seek to develop truly special relationships with their clients." (Carl Stern, CEO, Boston Consulting Group)

What members say

Average Customer Ratings

Overall

  • 4.1 out of 5.0
  • 5 Stars
    125
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    50
  • 2 Stars
    15
  • 1 Stars
    7

Performance

  • 4.1 out of 5.0
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    84
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    81
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    31
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Story

  • 4.0 out of 5.0
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    91
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    55
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    37
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    15
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  • Overall
  • Performance
  • Story

Content is great, better on paper

Too many lists and other, non linear text formats to make this an easy translation to audio. Friends of mine swear by it though....

4 of 5 people found this review helpful

  • Overall
  • Performance
  • Story

Some interesting points

but at times too focused specifically on the world of consulting. Some chapters could have been a bit shorter.

1 of 1 people found this review helpful

  • Overall
  • Performance
  • Story

Great actionable content for improving client relations

I would highly recommend this book to anyone that is focused on a diverse client facing role. This content if adapted and employed in your daily work will have a significant impact on your client relations and the numerous benefits of taking those relationships to the next level. To quote the authors, "reputation before revenue".

1 of 1 people found this review helpful

  • Overall
  • Performance
  • Story

Worst book I’ve read (listened to) in a long time.

If you’re looking to hear a lot of lists containing common sense, then this is the book for you. Did not find it to be a valuable use of my time.

  • Overall
  • Performance
  • Story

Professional Advising

There are thoughts in this book you need to hear if you are a professional service advisor. I'll reflect on my approach to client engagements.

  • Overall
  • Performance
  • Story

There's some good meat and potatoes here

I found the book to be really value added. Lots of practical advice story and checklist to run down either formally or informally. I think it's my new favorite handbook on consulting

  • Overall
  • Performance
  • Story

Solid advice throughout, but not good for audio

The Trusted Advisor is a solid book with good asvice, but is hard to follow in the audio format because most of the contents are in list form.

  • Overall
  • Performance
  • Story

Very good information presented concisely

I liked the audio book and it was very well done. The information was very good, but not that much was new. If you are an experienced advisor, you probably know many of these things already, but it was really nice to have very a complete list of the information.

  • Overall
  • Performance
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Great, just great for anybody working in business!

Great insights.
Good narrator and reader.
A must read for any consultant or anybody in the field of advisory or/and business development.

Enjoy!

  • Overall
  • Performance
  • Story

Good but long

The content is good, extensive and offers a lot to learn.
It is long with lots to take on board.

0 of 1 people found this review helpful

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  • Overall
  • Peter
  • 10-05-12

Finally - ive been looking for a book like this

As a financial advisor ive been looking a book which can provide insight into the skills and attributes required in building client relationships which deliver true value to both client and advisor. I recommend this as a must read for anyone in an advisory role for whom the fundamentals of trust and honesty and providing excellence in your capacity as a trusted advisor is key to your philosophy and business ethic.



It looks into the aspects of building trust and how this is acheived and lost, provides perspective from both the client and advisor viewpoints. Most books ive come accross are driven from a sales perspective - 'how to close a deal' 'selling skills and techniques' etc, these are ok if your only concern is to make a sale and move on to the next one... however if you do beleive that building and growing relationships with your clients is the path to long term success and professional satisfaction then i recommend this one to you. Enjoy.

1 of 1 people found this review helpful

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  • Performance
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  • Robin Aitken
  • 02-20-17

Good common sense

Sensible review of how to manage a professional adviser's relationships. Obviously based on experience. Some good frameworks and checklists.
Best
Robin

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  • Captain Haddock
  • 03-28-16

Mostly Commonsense

If this book wasn’t for you, who do you think might enjoy it more?

If you've absolutely no idea of how to get to your customer, or client, and win their trust, this might help you. For me, I've consulted for a number of years, and this wasn't anything I hadn't already worked out.

Has The Trusted Advisor put you off other books in this genre?

No, not at all.<br/>

What didn’t you like about Kent Cassella’s performance?

The Performance was fine, but a little flat.

You didn’t love this book--but did it have any redeeming qualities?

It has one or two decent ideas in it, its not a wash out. Look, it didn't teach me much I didn't already know, but that's not a failing of the book, just my selection. Try it, it might be good for you.

  • Overall
  • Dongxu
  • 04-07-13

Must read for any professionals

As a chartered accoutant, I find this book extremly helpful to my daily contact with clients. The problems the authors are trying to solve are the ones I encourterd every day. I find the suggestions applicable to my situation and I've already used some of them in practice and received positive feedback from both colleagues and clients.

  • Overall
  • Mrs
  • 10-13-12

Good good advice from a friend.

Like many similar works, the Maister and Co take a few simple, common sense themes and expand them into a fully blown philosophy. Like most things done well by experts; it all seems so simple, which it is, once you've read the book:- simple to understand, hard to do and (I bet) even harder to think of in the first place. An excellent book ,well written, easy to understand and inspiring, what more could you ask for?