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.
作者简介：
DAVID H.MAISTBR, a leading authority on the management, of professional ser-vice firms, is the author of the bestselling Managing the Professional Service Firm, True Professionalism, and Practice What You Preach. He lives in Boston,Massachustetts.
Introduction
How to Use This Book
PART ONE: PERSPECTIVES ON TRUST
1 A Sneak Preview
What would be the benefits if your clients trusted you more?
What are the primary characteristics of a trusted advisor?
2 What Is a Trusted Advisor?
What do great trusted advisors all seem to do?
3 Earning Trust
What are the dynamics of trusting and being trusted?
4 How to Give Advice
How do you ensure your advice is listened to?
5 The Rules of Romance: Relationship Building
What are the principles of building strong relationships?
6 The Importance of Mindsets
What attitudes must you have to be effective?
7 Sincerity or Technique?
Do you really have to care for those you advise?
PART TWO: THE STRUCTURE OF TRUST BUILDING
8 The Trust Equation
What are the four key components that determine the extent of trust?
9 The Development of Trust
What are the five stages of trust-building?
10 Engagement
How do you get clients to initiate discussions with you?
11 The Art of Listening
How can you improve your listening skills?
12 Framing the Issue
How can you help clients look at their issues in afresh way?
13 Envisioning an Alternate Reality
How can you help clients clarify what they're really after?
14 Commitment
How do you ensure clients are willing to do what it takes to solve their problems ?
PART THREE: PUTTING TRUST TO WORK
15 What's So Hard About All This?
Why are truly trust-based relationships so scarce?
16 Differing Client Types
How do you deal with clients of differing types?
17 The Lieutenant Columbo Approach
What can we learn from an unorthodox winner?
18 The Role of Trust in Getting Hired
How do you create trust at the outset of a relationship?
19 Building Trust on the Current Assignment
How can you conduct your assignment in a way that adds to trust?
20 Re-earuing Trust Away from the Current Assignment
How can you build trust when you're not working on an assignment?
21 The Case of Cross-Selling
Why is cross-selling so hard, and what can be done about it?
22 The Quick-Impact List to Gain Trust
What are the key things you should do first?
Appendix: A Compilation of Our Lists
A comprehensive summary and list of concepts, insights, tips, and tactics.
Acknowledgments
Notes and References
Index
About the Authors
