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Binding: HardcoverDewey Decimal Number: 001.068 EAN: 9780743204149 ISBN: 074320414X Label: Simon & Schuster Ltd Manufacturer: Simon & Schuster Ltd Number Of Items: 1 Number Of Pages: 256 Publication Date: November 06, 2000 Publisher: Simon & Schuster Ltd Studio: Simon & Schuster Ltd Related Items:
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 Rating:  - The Lieutenant Columbo ApproachService 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. Rating: - Good stuffThis book covers the subject at a theoretical level, but also complements that with checklists of things to do/not do(thoughtfully repeated together in an Appendix). The examples drawn from the authors' own experience are also more relevant and substantial than is often the case. This is a book that won't just be useful once, but which will bear referring to again and again. Rating:  - Valuable Tips and InsightsThe 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! Rating: - Clear directions on creating trustBeing trusted by their clients separates successful advisors and consultants from the corporate consigliores. But how does a qualified advisor become trusted? Authors David H. Maister, Charles H. Green and Robert M. Galford provide methods you can use to reach the inner circle. They break trust into its component parts and reassemble those pieces into a viable, practical model, complete with suggested conversations. That may sound a little robotic, but with practice, an advisor can make the transition from outside technician to habitué of the inner sanctum. This readable book includes a useful appendix and a list of quick references. We recommend it to consultants and professional service providers. We trust you'll know what to do with it. Rating: - A good book for business employees/consultantsThe 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.  Try searching the Internet for "The Trusted Advisor" or Ebay for "The Trusted Advisor". You might also be interested in the following great products:
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