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The Trusted Advisor by David H. Maister, Charles H. Green

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Bestselling author David Maister teams up with Charles H. Green and Robert M. Galford to bring us the essential tool 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 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. Editorial Reviews 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. About the Author 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. Charles H. Green is an executive educator and business strategy consultant to the professional services industry. Charlie has taught in executive education programs for the Kellogg Graduate School of Management at Northwestern University, and for Columbia University Graduate School of Business, as well as independently through his firm, Trusted Advisor Associates. His current work centers on the nature of trust-based relationships within organizations, and on the management of professional service firms. Green is a graduate of Columbia and Harvard Business School. He spent the first twenty years of his career with The MAC Group and its successor, Gemini Consulting, where his roles included strategy consulting (in Europe and the United States), VP Strategic Planning, and a variety of other firm leadership roles. He is the author of numerous papers, with articles published in the Harvard Business Review and Management Horizons. He is president of Trusted Advisor Associates, which he founded with Rob Galford. He resides in Morristown, New Jersey. Robert M. Galford is currently a Managing Partner of the Center for Executive Development in Cambridge, Massachusetts, and was formerly the executive vice president and chief people officer of Digitas, Inc., a leading Internet professional services firm with over 1,400 employees. He taught for many years on executive programs at the Columbia Graduate School of Business and the Kellogg Graduate School of Management at Northwestern University, in addition to consulting to professional services firms, technology companies, and financial institutions. Rob has lived and worked in both Western Europe and North America as a vice president of The MAC Group and its successor firm, Gemini Consulting. He has practiced law with the international firm of Curtis, Mallet-Prevost, Colt & Mosle in New York and Washington, and has also worked in investment management for Citicorp. Rob's writing and commentaries on management have been published in the Boston Globe and he is a three-time contributor to the Harvard Business Review. He currently sits on the boards of directors of Forrester Research, Inc., and Access Data Corporation. He also hosts the business video Talk About Change! with the popular cartoon character Dilbert. Excerpt. ? Reprinted by permission. All rights reserved. Chapter 1: A Sneak Preview Let's start with a question: What benefits would you obtain if your clients trusted you more? Here's our list. The more your clients trust you, the more they will:

    Reach for your advice Be inclined to accept and act on your recommendations Bring you in on more advanced, complex, strategic issues Treat you as you wish to be treated Respect you Share more information that helps you to help them, and improves the quality of the service you provide Pay your bills without question Refer you to their friends and business acquaintances Lower the level of stress in your interactions Give you the benefit of the doubt Forgive you when you make a mistake Protect you when you need it (even from their own organization) Warn you of dangers that you might avoid Be comfortable and allow you to be comfortable Involve you early on when their issues begin to form, rather than later in the process (or maybe even call you first!) Trust your instincts and judgments (including those about other people such as your colleagues and theirs) We would all like to have such professional relationships! This book is about what you must do to obtain these benefits. What changes would you make to this list? What would you add? Delete? Next, let's consider three additional questions: Do you have a trusted advisor, someone you turn to regularly to advise you on all your most important business, career, and perhaps even personal decisions? If you do, what are the characteristics of that person? If you do not, what characteristics would you look for in selecting your trusted advisor? Here is a listing of traits that our trusted advisors have in common. They:
      Seem to understand us, effortlessly, and like us Are consistent (we can depend on them) Always help us see things from fresh perspectives Don't try to force things on us Help us think things through (it's our decision) Don't substitute their judgment for ours Don't panic or get overemotional (they stay calm) Help us think and separate our logic from our emotion Criticize and correct us gently, lovingly Don't pull their punches (we can rely on them to tell us the truth) Are in it for the long haul (the relationship is more important than the current issue) Give us reasoning (to help us think), not just their conclusions Give us options, increase our understanding of those options, give us their recommendation, and let us choose Challenge our assumptions (help us uncover the false assumptions we've been working under) Make us feel comfortable and casual personally (but they take the issues seriously) Act like a real person, not someone in a role Are reliably on our side and always seem to have our interests at heart Remember everything we ever said (without notes) Are always honorable (they don't gossip about others, and we trust their values) Help us put our issues in context, often through the use of metaphors, stories, and anecdotes (few problems are completely unique) Have a sense of humor to diffuse (our) tension in tough situations Are smart (sometimes in ways we're not) What would you add to (or delete from) this list? Using the Golden Rule (we should treat others as we wish to be treated), we can probably make a fair assumption (or at least a good first approximation) that this list, or your list, is not much different from a list your clients would make. So, if you want your clients to treat you as their trusted advisor, then you must meet as many of the tests on this list as possible. Ask yourself: Which of these traits do my clients think I possess? (Not what you think you possess, but what they think you do!) If you suspect that you might not demonstrate all these traits, then how do you get better at each of them? That's what this book will try to answer. Note that this book is not (just) about the wonderful benefits that wait at the end of the rainbow for the full-fledged trusted advisor, who does (or is) everything listed here. The early benefits of beginning to earn trust are substantial and can be obtained quickly. The ability to earn trust is a learnable skill, and we shall try in the succeeding pages to show the yellow brick road that leads to success. Copyright ? 2000 by David H. Maister, Charles H. Green, and Robert M. Galford
      Publication Details

      Title: The Trusted Advisor

      Author(s):

      • David H. Maister
      • Charles H. Green

      Illustrator:

      Binding: Paperback

      Published by: Touchstone: , 2001

      Edition:

      ISBN: 9780743212342 | 0743212347

      240 pages. 5.5 x 0.7 x 8.44 inches

      • ENG- English
      Book Condition: Good

      Text tanned
      892k

      Pickup currently unavailable at Book Express Warehouse

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      What does the Book Condition Very Good mean? Good? Fair?
      See our descriptions of book descriptions here: book's conditions.
      What does ffep stand for?
      Front-facing endpaper - the first page of a book inside the cover. This page is typically blank. Often people will write their name on this page at the top, or a gift message - which is why you will see ‘owner’s name on ffep’ in some of our book descriptions.
      What does dj stand for?
      Dust Jacket - the outer paper wrapping on a hardback book. If we mention a book is ’No dj’ this means it should have a dust jacket but it is missing.
      What is foxing?
      Foxing is an age-related process of deterioration that causes spots and browning on old books. The causes of foxing are not well understood, but high humidity may contribute to to foxing. 
      Foxing - Wikipedia
      What is tanning?
      Age tanning, or browning, occurs over time on the pages of books. This process can show up on just the edges of pages, when this occurs it is sometimes referred to as "edge tanning." This kind of deterioration is commonly seen in books printed before the advent of acid-free paper in the 1980s.
      r/BookCollecting - Is this mold or normal aging for a well used book?
       
      Where do you get your books from?
      We buy books from the public and also take donations. We travel regularly around the Wellington/Manawatu region, and will go further afield to collect larger quantities in our big van. We also like to go to book fairs and other charity events and buy books that catch our eye.
      Are your photos of the actual books being sold?
      It depends - we have sometimes used stock images for very common books but are in the process of photographing our entire inventory. This will take awhile to finish! If we have 10 copies of the Da Vinci code all in Very Good condition, we will just photograph one and use that to represent all 10 in stock. However if the next copy of worn and only in Fair condition, we will photograph that separately and create a new listing for it.
      What is the most expensive book you have sold?
      To date it was a first edition first printing copy of JRR Tolkien’s The Two Towers. It was in very poor condition but still was worth over NZ$1000.
      What is your favourite book to sell?
      I love seeing anything written by Stephen King - they just do not stay in our inventory for very long before someone spots it and buys it. And Alison Holst’s book on muffins will not stay in inventory very long either - too cheap at $7 maybe?
      Why do you also sell mailing supplies?
      We had a lot of trouble sourcing the right sort of bubble mailer to send our books out in, and eventually found a supplier of high quality mailers in China to import them from. We figured other sellers of small items in New Zealand might like to also use them.
      Are you open to the public?
      Unfortunately our books are all stored in a large warehouse in boxes so they are not easily browsable. The SKU number for a book tells us where to find it in the warehouse, but there is absolutely no order to where things are stored! We do allow pickups so if you find what you like online you can order it and drop in to pick up p, saving on shipping.

       

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      We endeavour to ship the following day after your order is made and to have pick up orders available the same day. We ship Monday-Friday. Any orders made on a Friday afternoon will be sent the following Monday. We are unable to deliver on Saturday and Sunday.

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      We currently ship to Australia and a range of international locations including: Belgium, Canada, China, Switzerland, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, United States, Hong Kong SAR, Thailand,  Philippines, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Netherlands, Norway, Poland, Portugal, Sweden & Singapore. If your country is not listed, we may not be able to ship to you, or may only offer a quoting shipping option, please contact us if you are unsure.

      International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

      • Global Standard 1 Book Rate: $37 + $10 for every extra book up to 20kg
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      Contact Details

      • Trade Name: Book Express Ltd
      • Phone Number: (+64) 22 852 6879
      • Email: sales@bookexpress.co.nz
      • Address: 35 Nathan Terrace, Shannon, 4821, New Zealand.
      • GST Number: 103320957 - We are registered for GST in New Zealand
      • NZBN: 9429031911290

           

          We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

          To be eligible for a return, your item must be in the same condition that you received it, unworn or unread. 

          To start a return, you can contact us at sales@bookexpress.co.nz. Please note that returns will need to be sent to the following address: 35 Nathan Terrace, Shannon, New Zealand 4821. 

          If your return is for a quality or incorrect item, the cost of return will be on us, and will refund your cost. If it is for a change of mind, the return will be at your cost. 

          You can always contact us for any return question at sales@bookexpress.co.nz.

           

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          Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Although we don't currently sell anything like this. Please get in touch if you have questions or concerns about your specific item. 

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          The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

           

          European Union 14 day cooling off period
          Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

           

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          We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
          If more than 15 business days have passed since we’ve approved your return, please contact us at sales@bookexpress.co.nz.

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