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Publisher's Summary

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 your 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. The creation of trust is what earns the right to influence clients; trust is also at the root of client satisfaction and loyalty. The workings of trust are even more critical in the new economy than in the old. Maister, Green, and Galford enrich our understanding of trust---yet they have also written a deeply practical book. 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.
The book is peppered with pragmatic "top ten" lists aimed at improving advisors' effectiveness that can be put to use instantly. This book will be welcomed by the inexperienced advisor and the most seasoned expert alike. The authors use anecdotes, experiences, and examples---successes and mistakes, their own and others'---to great effect. Though they use the professional services advisor/client paradigm throughout the book, their prescriptions have resonance for other trust-reliant situations---selling, customer relationship management, and internal staff functions like HR and information technology. The result is a tour de force---brilliant, penetrating, unique. It is essential listening for anyone who must advise, negotiate, or manage complex relationships with others.
©2009 David Maister, Charles H. Green, Robert M. Galford (P)2009 Tantor
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Critic Reviews

"An invaluable road map to all those who seek to develop truly special relationships with their clients." (Carl Stern, CEO, Boston Consulting Group)
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Customer Reviews

Most Helpful

By S. Fitzpatrick on 05-05-16

Some interesting points

but at times too focused specifically on the world of consulting. Some chapters could have been a bit shorter.

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2 of 2 people found this review helpful

By Adam Silver on 11-14-11

Content is great, better on paper

Too many lists and other, non linear text formats to make this an easy translation to audio. Friends of mine swear by it though....

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5 of 6 people found this review helpful

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Customer Reviews

Most Helpful

By Peter on 10-05-12

Finally - ive been looking for a book like this

As a financial advisor ive been looking a book which can provide insight into the skills and attributes required in building client relationships which deliver true value to both client and advisor. I recommend this as a must read for anyone in an advisory role for whom the fundamentals of trust and honesty and providing excellence in your capacity as a trusted advisor is key to your philosophy and business ethic.

It looks into the aspects of building trust and how this is acheived and lost, provides perspective from both the client and advisor viewpoints. Most books ive come accross are driven from a sales perspective - 'how to close a deal' 'selling skills and techniques' etc, these are ok if your only concern is to make a sale and move on to the next one... however if you do beleive that building and growing relationships with your clients is the path to long term success and professional satisfaction then i recommend this one to you. Enjoy.

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1 of 1 people found this review helpful

By Robin Aitken on 02-20-17

Good common sense

Sensible review of how to manage a professional adviser's relationships. Obviously based on experience. Some good frameworks and checklists.

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