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Excerpts

Contents

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?
2What Is a Trusted Advisor?
What do great trusted advisors all seem to do?
3Earning Trust
What are the dynamics of trusting and being trusted?
4How to Give Advice
How do you ensure your advice is listened to?
5The Rules of Romance: Relationship Building
What are the principles of building strong relationships?
6The Importance of Mindsets
What attitudes must you have to be effective?
7Sincerity or Technique?
Do you really have to care for those you advise?

Part Two: The Structure of Trust Building

8The Trust Equation
What are the four key components that determine the extent of trust?
9The Development of Trust
What are the five stages of trust-building?
10Engagement
How do you get clients to initiate discussions with you?
11The Art of Listening
How can you improve your listening skills?
12Framing the Issue
How can you help clients look at their issues in a fresh way?
13Envisioning an Alternate Reality
How can you help clients clarify what they're really after?
14Commitment
How do you ensure clients are willing to do what it takes to solve their problems?

Part Three: Putting Trust to Work

15What'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?
17The Lieutenant Columbo Approach
What can we learn from an unorthodox winner?
18The Role of Trust in Getting Hired
How do you create trust at the outset of a relationship?
19Building Trust on the Current Assignment
How can you conduct your assignment in a way that adds to trust?
20Re-earning Trust Away from the Current Assignment
How can you build trust when you're not working on an assignment?
21The Case of Cross-Selling
Why is cross-selling so hard, and what can be done about it?
22The 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