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The Trusted Advisor Paperback – January 1, 2002

by David H. Maister (Author)
4.5 4.5 out of 5 stars 1,457 ratings
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This is a guide to professional success. In the modern world of business, it''s all about the ability to earn the client''s trust and thereby win the ability to influence them. In these high risk times, trust is more valuable then gold. This detailed resource book provides readers with the five crucial steps they need for developing, managing and improving client confidence.
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  1. Print length
    224 pages
  2. Language
    English
  3. Publisher
    Free Press
  4. Publication date
    January 1, 2002
  5. Dimensions
    7.87 x 5.51 x 1.57 inches
  6. ISBN-10
    9780743207768
  7. ISBN-13
    978-0743207768
  8. See all details
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Product details

  • ASIN ‏ : ‎ 0743207769
  • Publisher ‏ : ‎ Free Press; New edition (January 1, 2002)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 224 pages
  • ISBN-10 ‏ : ‎ 9780743207768
  • ISBN-13 ‏ : ‎ 978-0743207768
  • Item Weight ‏ : ‎ 12.8 ounces
  • Dimensions ‏ : ‎ 7.87 x 5.51 x 1.57 inches
  • Customer Reviews:
    4.5 4.5 out of 5 stars 1,457 ratings

About the authors

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  1. Robert M. Galford

    Robert M. Galford

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    Robert Galford is a managing partner of the Center for Leading Organizations (CLO). He divides his time across teaching at Executive Education programs and working with senior executives at the world's leading firms on the leadership issues that lie at the intersection of strategy and organization. He has taught on the Executive Programs at the Columbia University Graduate School of Business, the Kellogg Graduate School of Management at Northwestern University, and most recently Harvard University.

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  2. David H. Maister

    David H. Maister

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    David H. Maister, one of the world's leading authorities on the management of professional service firms, is the author of several successful books, including Managing the Professional Service Firm, True Professionalism, and Practice What You Preach, and coauthor of The Trusted Advisor.

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  3. Charles H. Green

    Charles H. Green

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    I'm co-author of The Trusted Advisor and The Trusted Advisor Fieldbook, and author of Trust-based Selling.

    I'm founder and CEO of Trusted Advisor Associates: we help professionals become trusted advisors to their clients, and help organizations create trustworthy leaders and teams.

    I grew up in the US Midwest, drove a NY taxi and got a philosophy degree in college, then an MBA at Harvard. I spent 20 years in general management consulting, first with The MAC Group, later with Gemini Consulting. In 1995, I left to start my own firm, and began focusing entirely on trusted relationships in business.

    I have lived in Europe (based in Barcelona for a year) and the US (grew up in the midwest but have been an Easterner for quite a while now).

    I've got two grown great kids and Sammy the Dog; we live in West Orange, NJ, and spend a lot of time in NYC. I used to play pedal steel guitar, but gave it up when I realized how long it would take just to get back to how good I used to be, which wasn't as great as I wanted to be. Still enjoy chick'n pick'n my Strat and Les Paul though.

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Top reviews from the United States

M. TODAI
5.0 out of 5 stars An Excellent Book
Reviewed in the United States on July 11, 2013
Verified Purchase
The Trusted Advisor Well written, good examples shared and worth the time to read it. Like many I do not have time. I tend to be slow at reader at a times. Even if I buy the book, if it is not relevant or did not make sense, I may skip pages or chapters or not even bother to read the book. In early part of the chapter the authors make it clear how to get the most out of it and skim the material. I like what I read from the back of the book and decided to invest my time to read the entire book. It does not matter if someone is watching or not. The following sentence is not from the book. Our thoughts become actions. Actions becomes habits and could define our character. It is better to align with how we feel inside and make it part of what we do that others can feel it.

I like the part about high achievers and experts tend to focus a lot more on technical aspects. Buyers tend to be looking at things at emotional level and there is a way to understand that and bridge that. At least be sensitive about it. I had opportunity to think and reflect more on this book and based on other materials I am reading and listening, I am much more calm in what I do for the clients. I am able to offer a lot more by trusting them first from my side and do it more with confidence and results are getting even better than before and comfort level is much higher.

The authors have done a good job of envisioning at the beginning of the book and explain this in one of the chapters about the importance of it instead of rushing from problem definition to the commitment part and implementation. It is worth taking extra time to do this right and know the five step process to build the trust. It is easy to understand and follow the book.  The Trusted Advisor
3 people found this helpful
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Ricardo Mio
5.0 out of 5 stars A Journey of Self-Discovery
Reviewed in the United States on September 16, 2015
Verified Purchase
This is a very good book--thoughtful, provocative, instructive. Having said that, there is nothing new here, nothing that hasn't already been said before, in "How to Win Friends and Influence People," by Dale Carnegie. Carnegie's book is the "Bible" on how to build trust, sell the right way, manage effectively, resolve customer and employee disputes, and succeed in a highly-competitive and often hostile world. In the '80s, while working for a large mid-western company and assigned the task of changing the culture of our large retail organization, I must have read a hundred books on selling, negotiating, problem solving, how to get along with the boss, management, dispute resolution, etc., etc., and the basics were all the same, and available in Carnegie's marvelous book. Having said that, I recommend this book. It's pointed, it's filled with example after example on how to build trust--the cement of long-term client relationships--and it gets at the heart of the matter: to be successful, you must learn how to listen effectively, be transparent in your motives, be flexible and open to change, be dedicated and driven, and most of all, be humble. Humility is the key to self-control. Final note: I know people who read book after book looking for some secret message that will enable them to leap over mountains and achieve great success, career satisfaction, and personal achievement. They read books such as this one, miss the timeless lessons being illustrated, and move on to another book. Stop: what you're seeking is right here. This book has all the Dale Carnegie essentials: read it, study it, ponder it, and remember, it's not the destination that counts, it's the journey.
62 people found this helpful
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Alice Kemp
4.0 out of 5 stars Common Sense, Revealed
Reviewed in the United States on October 13, 2013
Verified Purchase
There's the old saying, "Common sense, ain't".

The Trusted Advisor is full of common sense ideas, reminders, and explanations as to why we are not more trusted by our clients. Purchased originally in kindle format, I've already ordered the print version to 're-read, highlight, and review.

Additionally, this book provides new insights to break through current issues with new and existing clients. Well worth the read.
2 people found this helpful
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Todd G
5.0 out of 5 stars Learned a lot about my client
Reviewed in the United States on December 31, 2023
Verified Purchase
This book really made me think differently towards my biggest client and how to treat them. More important to build a trusting relationship than to make quick sales and I immediately applied what I learned and saw great results come along.
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kllycartier
5.0 out of 5 stars Just what I needed
Reviewed in the United States on January 25, 2024
Verified Purchase
Just what I needed!
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Jeremey Donovan
3.0 out of 5 stars Dense read with a few nuggets
Reviewed in the United States on March 12, 2017
Verified Purchase
As previous reviewers have noted, Dale Carnegie’s “How to Win Friends and Influence People” is more comprehensive, more actionable, shorter, and more readable. Nonetheless “Trusted Advisor” has a few good nuggets for those working to build and strengthen professional services relationships.

The core of the book is the trust equation:
Trustworthiness = (credibility + reliability + intimacy) / (self-orientation)
1. Credibility: Listen empathetically for rational and emotional issues to help clients frame the problem then partner with them to craft a detailed solution with carefully managed expectations.
2. Reliability: Deliver consistently and excellently on projects, mindful of small touches along the way.
3. Intimacy: Communicate as you would with a close family member or friend, sharing and working through professional, and where appropriate, personal issues.
4. Other-orientation: Always work (transparently) in your client’s best interest
55 people found this helpful
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Top reviews from other countries

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Dad of 3
5.0 out of 5 stars A book on connecting
Reviewed in Canada on October 20, 2023
Verified Purchase
Really enjoyed this one. Practical advice on how to find a way to help break down the walls that people put up. Lots of good things I'm looking forward to try.
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Anderson Pereira
5.0 out of 5 stars Um livro que destrincha o tema 'Confiança' em todos os tipos de relações. Recomendo.
Reviewed in Brazil on August 4, 2021
Verified Purchase
Leitura não muito complicada, muito assertiva e com diversos exemplos e exemplificações para facilitar a aplicação prática deste tema que é bem subjetivo mas que é de extrema importância para qualquer pessoa. Mudou minha forma de enchergar meus relacionamentos pessoais e profissionais. Super recomendo, tanto que comprei para todos os meus amigos.
One person found this helpful
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BBC
5.0 out of 5 stars Nice, value for money
Reviewed in the United Kingdom on March 3, 2024
Verified Purchase
Thank you fir the book. Love it 💛. Good Value
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Ramit Mathur
5.0 out of 5 stars Best buy
Reviewed in India on August 25, 2023
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Best quality
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Adriana Rodríguez
5.0 out of 5 stars Lleno de contenido valioso
Reviewed in Spain on July 7, 2022
Verified Purchase
Desde hace tiempo vengo buscando un buen libro de ventas. Este es el mejor que me he encontrado. Lleno de contenido (serio) para quienes trabajamos con clientes. Y no se hace pesado de leer en lo absoluto vs otros libros profesionales que he intentado leer. Aún no lo termino pero con un 50% de lectura lo recomiendo al 100% no solo para quienes quieren formarse como vendedores o están comenzando su profesión en esta área, sino también para quienes llevan ya un tiempo en ventas pero quieren profundizar la relación con sus clientes.
One person found this helpful
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