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The Trusted Advisor Audiobook
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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.
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"This is a brilliant---and practical---book. In our 'world gone mad,' trust is, paradoxically, more important than ever."
— Tom Peters, author of The Professional Service Firm 50
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About the Authors
David H. Maister, a leading authority on the management of professional service firms, is the author of the bestsellers Managing the Professional Service Firm, True Professionalism, and Practice What You Preach. He lives in Boston.
Robert M. Galford is a managing partner at the Center for Executive Development. He has also taught at Columbia Business School and the Kellogg School of Management. He lives in Concord, Massachusetts.
Charles H. Green is president of Trusted Advisor Associates, which focuses on trust-based client and customer relationships. A former consultant, he has taught in executive education programs at Columbia and Kellogg business schools. He lives in Morristown, New Jersey.
About Kent Cassella
Kent Cassella is an actor who divides his time between Vermont and New York. Television and film credits include all of the Law & Order franchise shows, FX’s Rescue Me, Showtime’s Brotherhood, and the Ben Affleck film The Town.