Review: ‘The Trusted Advisor’

The Trusted Advisor by David Maister, Charles Green, and Robert and Tom Smith

Along with Peter Block’s Flawless Consulting, this book is a must-read for anyone considering a career in consulting. Trust is at the center of all things consulting, and it’s a two-way street. The client and the consultant must be willing to establish a trusting dynamic early. The Trusted Advisor effectively breaks down trustworthiness through the Trust equation:

Trust (T) = (Credibility (C) + Reliability (R) + Intimacy (I)) / Self-orientation (S)

The underlying principle of this equation is that trust is based on four key factors: Words, Actions, Safety, and Focus.

Credibility – The easiest of the four to achieve, but to be credible, you have to know the content expertise and have the right presence in delivering that expertise. The client will ask, ‘Do I trust what they say? Are they truthful and credible?’

Reliability – Reliability is directly related to the number of interactions a consultant has with a client and how often their promises are fulfilled. Reliability is based on Actions. The client will ask, ‘Do I trust this consultant to deliver?’ That answer is based on the consultant’s dependability and predictability. (Read page 101 for some examples)

Intimacy – Intimacy is counter to the classic ‘professional distancing’ approach between the Client and the Consultant. For any consultant to earn the trust of the client, they need to create a dynamic where the client feels safe to have a tough discussion. A real trust relationship is built upon discretion, Empathy, and risk-taking. Maintaining a surface-level dynamic results in surface-level progress. (Read pages 105-107 for examples on how to build intimacy)

Self-orientation – The denominator in the Trust equation. Self-orientation refers to the extent to which the consultant is focused on themselves and their own needs. The goal is to ensure the client feels that the consultant is focused on them and their needs. In other words, the consultant’s motives, focus, and attention are directed not at themselves but at the client. We all have experienced dynamics where one of the parties are “mailing it in.” That feeling diminishes trust. (Read page 110 for some ways to ensure a Client-orientation approach)

Overall, this book is far more than the review above. There are so many important nuggets sprinkled throughout that can help any individual or team.