Why did I choose this resource?
I chose this resource to learn how to gain trust and confidence from clients and keep it.
What did you learn from it?
I learned what makes a trusted advisor and how to become one. I also learned the importance of trust in a business relationship, and what it means to have the trust of a client.
Key Knowledge
- What make a Trusted Advisor?
- Focus on the client as an individual
- Spend more time on problem definition and resolution than on technical or content mastery
- Strong drive to improve services for the client
- Take one step at a time; focus on the next action, not outcome.
- Driven by internalized desire to do the right thing
- Only use techniques that are useful to the client and discard ones that are not
- Successful client relationship comes from quality client-contact experience.
- Believe selling and serving are part of professionalism; show a dedication to helping clients
- Professional and private lives are separate, yet both are personal
- Three Core Skills
- Earning Trust
- Giving Advice
- Building Relationships
- Characteristics of Trust
- Grows
- Rational and Emotional
- Two-way Relationship
- Entails Risk
- Different for the client and the advisor
- Personal
- Five Stages of Building Trust
- Stage 1 – Engage
- Stage 2 – Listen
- Stage 3 – Frame
- Stage 4 – Envision
- Stage 5 – Commit
- A delicate balance is essential as is also awareness, focus, and practice.
- Risk is a key component in creating trust.
- The Lieutenant Columbo Approach
- Commend the clients intelligence
- Let the seriousness of your own capabilities go
- Thus, the client becomes more comfortable and open to honest discussions
- The Quick Impact List to Gain Trust
- Listen
- Empathize (earnestly)
- Be aware of the clients feelings
- Create a shared agenda
- Have appoint of view
- Be personable
- Ask about related areas
- Ask open-ended questions
- Give away ideas
- Return calls immediately
- Relax your mind
How are you using what you learned?
I am using what I learned to create better, more trusting relationships with clients and potential clients. I am also using this information to improve my relationships with all the people in my life, both professional and private.
Key Changes / Key Actions
- Practice and use the Five Stages for building trust
- Clear my mind before engaging with clients
- Take a risk, put myself out there.
Source
- Name : The Trusted Advisor
- Author : David H. Maister, Charles H. Green, and Robert M. Galford
- Summary.com: Link to Book
