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The Trusted Advisor [Paperback]

4.5 out of 5 stars  See all reviews (18 customer reviews)

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The Trusted Advisor The Trusted Advisor 4.5 out of 5 stars (18)
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Book Description

29 Oct 2001
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.

Product details

  • Paperback: 256 pages
  • Publisher: Simon & Schuster (29 Oct 2001)
  • Language: English
  • ISBN-10: 0743212347
  • ISBN-13: 978-0743212342
  • Product Dimensions: 21.5 x 14 x 1.6 cm
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (18 customer reviews)
  • Amazon Bestsellers Rank: 1,047,207 in Books (See Top 100 in Books)

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Product Description


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.

About the Author

David H. Maister, of Maister Associates, Inc. is the author of two previous highly acclaimed business books and is also a former professor at the Harvard Business School. Charles Green, a former vice president of the famed MAC Group, is the founder of GreenSea Consulting. Robert Galford teaches business management courses at Columbia School of Business and Kellog Graduate School of Management. --This text refers to an alternate Paperback edition.

Inside This Book (Learn More)
First Sentence
LET'S START WITH A QUESTION: What benefits would you obtain if your clients trusted you more? Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews

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Most Helpful Customer Reviews
32 of 35 people found the following review helpful
4.0 out of 5 stars A good book for business employees/consultants 3 Jun 2003
The Trusted Advisor was on a recommended reading list for the ISEB exam in IS Consultancy. I brought this book to help me with my studies, but have also found it very useful in everyday life. It reopens your eyes into how you should conduct yourself every day to gain peoples / customers trust. Each section has a set of bullet points relating to it for easy reference. The content would work for business employees and consultants.
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14 of 15 people found the following review helpful
5.0 out of 5 stars The Noble Art Of The Consigliere 3 Jan 2010
Format:Paperback|Verified Purchase
This is a most useful book on how the professional adviser must act if they are to secure and retain the trust of their clients. It avoids the Dale Carnegie "Just Be Nice" approach by analysing why one wants to generate trust and how it is done. There is no argument that if you find you do not like a potential client you should walk away (and, speaking from personal experience what a joy that is); there are also some handy suggestions of how to do this if you are not a free agent in such a case but working within an organisation.

The proposed responses are, of course, written by and for Americans and come over as deeply insincere in the mouths of the British, but they are not scripts but proposals. You can easily adapt them to different cultures because, however it is expressed, the basis of trust is the basically same in most cultures.

The book acts as a valuable specific to those that suggest various up-selling strategies or ones in which the advisor portrays himself as The Top Man. By shifting one's vision to how this is perceived by the recipient we can see that up-selling can work, but only if the client leads you to it. The book's key is in constantly restating our approaches in terms of how they are perceived by the potential client, not how they address our internal needs and aims. It is a policy that I've found pays dividends.

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9 of 11 people found the following review helpful
4.0 out of 5 stars Valuable Tips and Insights 8 Feb 2007
Format:Paperback|Verified Purchase
The key theme for the book, the Trust Equation is actually in the middle of the book. The first part of the book leads up to it by framing the issue of trust and what a trusted adviser is. The second part, starting with the Trust Equation gives some structure to the challenge of building trust whilst the third part is all about putting trust to work.

It contain loads of tips and ideas to help anyone who needs or wants to become a "trusted adviser" and it will be of particular interest to lawyers, accountants, account managers, consultants, tax advisers, business coaches etc. -- anyone in a long term relationship with a client.

A really good book -- but I didn't actually finish it, partly because I had got enough out of it, and also partly because the format seemed a bit repetetive. Well worth the money spent though!
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1 of 1 people found the following review helpful
5.0 out of 5 stars Strong message 3 Dec 2010
Format:MP3 CD|Verified Purchase
For a scientist and technologist, looking to imprve their consulting skills, the Trusted Advisor provides real food for thought. It is not enough to have technical knowledge... how much more can we achieve on behalf of our clients if we can build high trust relationships, and really understand what their needs and interests are? Good relationships = requirements understood = expectations met = satisfied customers = repeat business...

And to have this product in ipod/mp3 form allows the key messages to be heard anywhere, anytime, and it is easy to revisit key themes as a reminder of the reasons to work on behaving differently.

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2 of 3 people found the following review helpful
5.0 out of 5 stars The Lieutenant Columbo Approach 5 Nov 2008
Service excellence comes in many shapes and forms. The essence of the service concept is a relationship with the customer that goes above and beyond their expectations or the market norm. David Maister has introduced the nuts and bolts of building such a relationship in The Trusted Advisor.
He looks at the concept of getting closer to customers from an interpersonal point of view as well as a highly practical point of view.
His strength is in bringing to life concepts that could be handled clumsily in a very easy and relevant read.
My particular favourite is chapter 17, the Lieutenant Columbo Approach. Whilst time goes by and many are not familiar with this icon of American television, for those of us that grew up with Columbo, his less than immaculate dress sense, remnants of a cigar and slightly tilted gestures there is an unmistakable empathy with Maister's presentation of the character's genius. Columbo effectively made the bad guy trip himself up with a seemingly naive curiosity in his questioning style, lulling the alleged criminal into a state of openness; an honesty that would eventually prove to be their downfall.
Without doubt, a fantastic read and 'how-to' book on getting close to your most important focal point, your customers, and turning the relationship from transactional into transformational, from merely being a 'supplier' to a trusted advisor.
It remains a 'best-seller' amongst our customers who consistently rate it as one of their favourites.
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5.0 out of 5 stars The Trusted advisor 30 Mar 2014
Format:Paperback|Verified Purchase
I am an internal advisor so purchased the book to see what I could learn from it. Found it immensely valuable in its treatment of the role of giving advice as an outsider - have employed some of the techniques successfully
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4.0 out of 5 stars Stuff you need to keep an eye on 2 Aug 2013
Format:Paperback|Verified Purchase
David Maister has previously written a superb book on Managing the Professional Services Firm, which I would recommend to any manager of service based organisations. The Trusted Advisor is geared to management consultants and is perhaps more suited to independent self-employed consultants. It provides most of what you need to remember in developing long-lasting trust-based relationships. Key tips that resonated with me included: Your job is not to solve, but to help the client to solve his problems; Create the dialogue that leads to the advice; You cannot simply offer advice in a blunt fashion, you sometimes need an emotional context; Don't assume total personal responsibility either for achievements or for failure.
No particular gripes with this book, it will now become one of my regular health-checks.
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Most Recent Customer Reviews
5.0 out of 5 stars Good tools
Old fashioned sales concept put into modern terms and tools. A great starter kit for anyone needing to improve sales - improve relationships!
Published 8 months ago by gme_athome
5.0 out of 5 stars Fast and according to expectations
Intuitive homepage that makes it fast to search and have an overview
Easy to order
Efficient update of credit card
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Published 13 months ago by Dan Olsen
5.0 out of 5 stars Must have consultancy skills book
This is a cult book that is slowly but surely enhancing the way professional service teams work with their clients one conversation at a time. Read more
Published 19 months ago by Louise Hedges
5.0 out of 5 stars Excellent Advice
While, admittedly, I haven't had the opportunity to attempt many of the stategies described in this book, I appreciate the logic behind the advice. Read more
Published 20 months ago by William
4.0 out of 5 stars Practical as well as insightful
I run my own training and communications consultancy which is focused on employers getting more from their people. Read more
Published 22 months ago by Paul Beesley, Beyond Theory
4.0 out of 5 stars Maister's the Man!
I bought (and read) this volume back in 2005, and found it immensely helpful. I feel a tad embarrassed that it has taken me this long to post a review. Read more
Published on 1 Feb 2012 by K. Moss
4.0 out of 5 stars Trust-based business relationships - Great overview and process-model
If you would map out the four types of possible business relationships following 2 parameters (breath of business issues and depth of personal relationships) you would notice that... Read more
Published on 23 Aug 2011 by Caufrier Frederic
4.0 out of 5 stars How to become trusted in business....
..... or by your peers. Interesting perspective to building rapport and relationships in professional arena, with good tips and tools.
Published on 2 Mar 2010 by reader@large
4.0 out of 5 stars Review of The Trusted Advisor
As a consultant I was studying CRM (Client Relationship Management) and I was well advised to get this book. Read more
Published on 20 Jan 2010 by Mr. A. O. Ayim
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