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.

William F. Stasiorsenior chairman and former CEO, Booz-AllenandHamiltonThis 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.

William F. Stasior

senior chairman and former CEO, Booz-AllenandHamilton

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.

Tom Petersauthor of The Professional Service 50This is a brilliant — and practical — book. In our "world gone mad," trust is, paradoxically, more important than ever.

Professor Charles FombrunLeonard 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.

In an ever-changing world, establishing trust can make or break business deals. The authors pinpoint the components of trust and explain how to apply their equations to a variety of situations. 16 charts.

David H. Maister, a leading authority on the management of professional service firms, is the author of the bestselling Managing the Professional Service Firm, True Professionalism, and Practice What You Preach. He lives in Boston, Massachusetts.

Contents

Introduction

How to Use This Book

Part One: Perspectives on Trust

1. A Sneak Preview

   What would be the benefits if your clients trusted you more?

   What are the primary characteristics of a trusted advisor?

2. What Is a Trusted Advisor?

   What do great trusted advisors all seem to do?

3. Earning Trust

   What are the dynamics of trusting and being trusted?

4. How to Give Advice

   How do you ensure your advice is listened to?

5. The Rules of Romance: Relationship Building

   What are the principles of building strong relationships?

6. The Importance of Mindsets

   What attitudes must you have to be effective?

7. Sincerity or Technique?

   Do you really have to care for those you advise?

Part Two: The Structure of Trust Building

8. The Trust Equation

   What are the four key components that determine the extent of trust?

9. The Development of Trust

   What are the five stages of trust-building?

10. Engagement

    How do you get clients to initiate discussions with you?

11. The Art of Listening

    How can you improve your listening skills?

12. Framing the Issue

    How can you help clients look at their issues in a fresh way?

13. Envisioning an Alternate Reality

    How can you help clients clarify what they're really after?

14. Commitment

    How do you ensure clients are willing to do what it takes to solve their problems?

Part Three: Putting Trust to Work

15. What's So Hard About All This?

    Why are truly trust-based relationships so scarce?

16. Differing Client Types

    How do you deal with clients of differing types?

17. The Lieutenant Columbo Approach

    What can we learn from an unorthodox winner?

18. The Role of Trust in Getting Hired

    How do you create trust at the outset of a relationship?

19. Building Trust on the Current Assignment

    How can you conduct your assignment in a way that adds to trust?

20. Re-earning Trust Away from the Current Assignment

    How can you build trust when you're not working on an assignment?

21. The Case of Cross-Selling

    Why is cross-selling so hard, and what can be done about it?

22. The Quick-Impact List to Gain Trust

    What are the key things you should do first?

Appendix: A Compilation of Our Lists

A comprehensive summary and list of concepts, insights, tips, and tactics.

Acknowledgments

Notes and References

Index

About the Authors