The 20th anniversary edition of the “brilliant and practical” (Tom Peters, author of The Professional Service 50) business classic—now updated to reflect the digital world—provides essential tools and wisdom for all consultants, negotiators, and advisors.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 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.
In this 20th anniversary edition, Maister, Green, and Galford enrich our understanding of today’s society and illustrate how to be effective communicators in a digital world. 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.
This immensely accessible book offers “an invaluable road map to all those who seek to develop truly special relationships with their clients” (Carl Stern, CEO, Boston Consulting Group). The authors weave together anecdotes, experience, and examples of both their own and others’ successes and mistakes to great effect.
The Trusted Advisor is essential reading for anyone who must advise, negotiate, or manage complex relationships with others.
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.
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The Trusted Advisor is a foundational text for any consulting professional looking to build, sustain, and grow their client relationships. I have leveraged its guiding principles and its exceedingly practical advice to reimagine what it means to demonstrate trust—and have urged the many colleagues to whom I have gifted the book to do the same. Twenty years since it was first published,
The Trusted Advisor is more relevant and valuable than ever, helping professionals navigate constant disruption—so we can do the same for our clients.”
—Janet Foutty, U.S. executive chair, Deloitte “A rich source of examples and experiences that guide the development of truly special relationships with one’s clients.”
—Rich Lesser, CEO, Boston Consulting Group “Full of both sage wisdom and applicable advice,
The Trusted Advisor has helped elevate the work of an entire generation of advisors, and I know it will continue to be an invaluable resource for generations to come.”
—Kelly Grier, managing partner U.S. and Americas, EY “For many years
The Trusted Advisor has been Forrester’s handbook for delivering outstanding customer service—whenever we lost our way, this book’s wisdom and straight talk would snap us right back on track. This is my favorite book to give to clients—I’m so glad that I can now pass on an updated new edition.”
—George Colony, chairman and CEO, Forrester Research “Maister, Green, and Galford share intuitive frameworks, evidence-based insights, and practical actions to grow from an expert to a trusted advisor. This book stands the test of time and is required reading for anyone who wants stronger professional (and personal) relationships.”
—John J. Kalamarides, president, Prudential Group Insurance “
The Trusted Advisor will be invaluable to all professionals, young and old. Anyone who earns his or her living by giving advice should read this book.”
— John Quelch, Leonard M. Miller University Chair Professor, University of Miami 
