The Trusted Advisor by David H. Maister, Charles H. Green, and Robert M. Galford is a classic volume, useful to anyone who wants to earn and keep the trust of their customers or clients. The book was written in the year 2000 and has gained prominence as an excellent, and thoughtful guide for any who seek to develop special relationships with clients.
The book focused on the nature of trust as the foundation for any true relationship. Although it is ostensibly a business book, it does not feel like a business book. It feels more like a volume written someone who wants to be an authentic human being. It avoids all business gimmickry and jargon and just talks about honest relationships, and open communication, and true feelings.
Part One focuses upon “Perspectives of Trust”
Part Two is “The Structure of Trust Building”
Part Three is “Putting Trust to Work”
Some of the chapters in the book focus upon “Earning Trust”, “How to Give Advice”, “Sincerity or Technique”, “The Art of Listening”, “Framing the Issue”, “The Role of Trust in Getting Hired”, and “The Case of Cross-Selling”.
The book is a great book for anyone in business, but especially for those people in service industries which involve a long-term relationship and many interactions with a client. It is a book about being an honest and true human being with real and transparent relationships with one’s clients. They very strongly make the case that honesty and trust are the foundations of good business