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The Trusted Advisor [Paperback]

David H. Maister , Charles H. Green , Robert M. Galford
4.4 out of 5 stars  See all reviews (12 customer reviews)
List Price: CDN$ 18.99
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Book Description

Oct. 9 2001
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 one's 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. To demonstrate the paramount importance of trust, the authors use anecdotes, experiences, and examples -- successes and mistakes, their own and others' -- to great effect. The result is an immensely readable book that will be welcomed by the inexperienced advisor and the most seasoned expert alike.

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The Trusted Advisor + Managing The Professional Service Firm + True Professionalism: The Courage to Care About Your People, Your Clients, and Your Career
Price For All Three: CDN$ 44.94


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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.

Review

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.

Inside This Book (Learn More)
First Sentence
LET'S START WITH A QUESTION: What benefits would you obtain if your clients trusted you more? Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews

4.4 out of 5 stars
4.4 out of 5 stars
Most helpful customer reviews
3 of 3 people found the following review helpful
5.0 out of 5 stars Maister is the Master July 27 2001
Format:Hardcover
My introduction to David Maister came from the former managing director of Burson-Marteller's Tokyo office, who recommended True Professionalism. That book became one of the "required readings" for my training company's staff. Since True Professionalism, I've read Managing the Professional Service Firm and found it heavy, over-detail-oriented and difficult to apply. Now comes The Trusted Advisor (with other authors) and I can say without a doubt this best book on trust development I've read--putting real meat in those abstract concepts like "credibility." His chapter where he introduces the equation where Trust = Credibility + Reliability + Intimacy, all divided by Self-orientation, would be worth the price of the book. No, there probably is nothing new under the sun, but Maister in this book (and in Practice What You Preach, another gem) provides the keys to create better results for clients, and shows us how to turn those keys to start the engine. If there were 10 stars to give, I'd rate this a 10.
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2 of 2 people found the following review helpful
5.0 out of 5 stars For Your Arsenal Jan. 10 2002
Format:Paperback
Whether you are in sales, are an attorney, or providing any kind service or intangible, this is a great book. If you think you've read all the client oriented, consulting oriented "sales and success" books - but haven't read this ... then you are never going to be at the top of your field. This book is about bringing real authenticity to the relationships with your clients. Client executives can smell a sneak or a fraud a mile away. Today, business is more competitive than ever, making losing a client relationship a crime. Knowing how to keep a client, build a relationship and continue nuturing it, is an art. Maister points to great examples and gets you to thinking ... "if only I'd done that ..." or "next time I'll ...". This is a thinking persons book, one to be reviewed over again through the course of your career, but only if you want to be among the "trusted few" with seasoned, senior executives. Other great books along this line I recommend are: any of Maisters books, Patrick McKenna's material (see their web pages too), and Clients for Life by Andrew Sobel.
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4.0 out of 5 stars An easy to understand look at difficult topic. July 8 2001
Format:Hardcover
Here is a good book, that clearly and accurately describes how to master a difficult skill. As an IT consultant I found this book to be immediately helpful in furthering my consulting skills.
This book takes the reader through the entire process of moving from "Subject Matter Expert" to Trusted Advisor. It accurately describes the benefits of this role for any professional rendering services. This might help one to justify training in this area to one's superiors.
I was continually impressed with the how the book dealt with the topic of honesty. Clearly we all strive to be trustworthy, however when that alone is the goal one might be prone to dishonesty to create an illusion for the client to trust. I felt this book gave real guidance on how to proceed, without having to walk a fine line.
I find this book to be of most value to an experienced professional/consultant, looking to hone an skill. It is of less value (but certainly some value) to new-comer to these types of skills. A better book for a new-comer would be "Managing the Professional Services Firm" by David Maister. That said, this book is worth much more than ~[price], buy it.
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5.0 out of 5 stars The Cornerstone of All Relationships Nov. 13 2000
By Amazon Customer HALL OF FAME TOP 10 REVIEWER
Format:Hardcover
According to the authors, "The theme of this book is that the key to professional success is not just technical mastery of one's discipline (which is, of course, essential), but also the quality to work with clients in such a way as to earn their trust and gain their confidence." The authors provide "a new understanding of the importance and potential of trust relationships with clients, and show how trust can be employed to achieve a wide range of rewards. We examine trust as a process, which has beginnings and endings, which can be derailed and encouraged, and which take place across time and experience. We analyze the key components of trust and the process which trust involves in a relationship." To give you at least some idea of what this book addresses, here are the questions answered in Part One ("Perspectives on Trust"):
What would be the benefits if your clients trusted you more?
What do great trusted advisors all seem to do?
What are the dynamics of trusting and being trusted?
How do you ensure that your advice is listened to?
What are the principles of building strong relationships?
What attitudes must you have to be effective?
Do you really have to care for those you advise?
In the final chapter, the authors include "The Quick-Impact List to Gain Trust" and then an Appendix in which they duplicate all of the checklists previously provided. I rate this book so highly for twqo reasons: First, because the content is rock-solid, anchored in a wealth of real-world experiences which the authors generously share; also because they explain HOW to gain and then sustain the trust of everyone with whom you do business.
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5.0 out of 5 stars Valuable and helpful! Sept. 24 2000
By A Customer
Format:Hardcover
This is a book filled with helpful checklists, valauble to anyone in the consulting field. In an eminently readable style, the authors show us not just the requirements to be a trusted advisor but also how to be a better consultant and how to improve our interpersonal skills. We read different phrases (that, I assume at least one of the authors use) that show us how to raise contentious issues in a non-threatening way (eg, "Let me play the devil's advocate and try to convince you .." and "This will feel risky to you but ..") It's the type of book we need to dip into on a regular basis to remind ourselves of those "little things" that make a big difference when dealing with clients. An easy but most valuable read.
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Most recent customer reviews
2.0 out of 5 stars A book that fails to deliver
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 more
Published on Aug. 18 2012 by Michael Shortt
5.0 out of 5 stars Excellent condition
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
5.0 out of 5 stars The Trusted Advisor
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
2.0 out of 5 stars Don't waiste your money
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 more
Published on Oct. 5 2003 by Fodil Laoudi
5.0 out of 5 stars More than an Advisor
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 more
Published on Jan. 11 2003 by Chip Doyle, Sandler Sales Institute
5.0 out of 5 stars Not Only for Consultants...
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 more
Published on Jan. 18 2001 by Michael H. Esnes
5.0 out of 5 stars Very Useful Professional Guidance Tool
The book provides very useful information for organizations dedicated to providing professional services. Read more
Published on Nov. 26 2000 by ERIC CLARK
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