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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 --This text refers to the Hardcover edition.
Carl Stern CEO, Boston Consulting Group An invaluable road map to all those who seek to develop truly special relationships with their clients.
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.
William F. Stasior senior chairman and former CEO, Booz-Allen & Hamilton This 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 Fombrun Leonard 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.
This book came highly recommended to me by a work colleague, so highly in fact that I bought a copy for myself and a second copy as a gift item. Read morePublished on Aug. 18 2012 by Michael Shortt
Book is in excellent condition as promised.The book was delivered just in time to meet the promised delivery time frame. Overall, I am satisfied with the transaction.Published on Oct. 15 2011 by Thanku
The book arrived in a brand new condition and as per my expectation. It is a very good book for those who are considering consulting as their career path.Published on Oct. 16 2010 by Parth
I found this book too broad, although it gives some examples, and tries to use some formulas to figure out how much your client trust you, nothing scientificly proven. Read morePublished on Oct. 5 2003 by Fodil Laoudi
An experienced colleague recommended this book to me at a conference. The title simply does not do this book justice but I bought it anyway. Read morePublished on Jan. 11 2003 by Chip Doyle, Sandler Sales Institute
The application of this text is not specific to traditional "advice and counsel" roles, such as: attorney, process consultant, change agent, personal advisor, etc. Read morePublished on Jan. 18 2001 by Michael H. Esnes