THE TRUSTED ADVISOR: How to Create Trust-Based Relationships with Your Clients

Image of The Trusted Advisor

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.


  • Name : The Trusted Advisor
  • Author : David H. Maister, Charles H. Green, and Robert M. Galford
  • Link to Book

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