Menlo Book Club: The Trusted Advisor

Our team first read The Trusted Advisor by David H. Maister, Charles H. Green and Robert M. Galford in 2015. The book helped shape how we thought about and approached client relationships. Reading it for a second time, we’ve found that the principles in this book apply to more than just our careers; we should be intentional in all our relationships. Keep reading to see what we learned.

1. Building Trust

Each of us may define trust differently, and our personal definitions influence how we engage with others. In our discussion, we reflected on times where someone both earned and lost our trust.

2. Shifting Our Mindset

According to the author, trusted advisors focus on the client, not themselves; the big picture, not the narrow issue; the long-term, not the short-term; and the relationship, not the transaction. We must train our brains to notice when our mindset shifts away from the ideal.

3. Engaging Clients

Actively listening and giving advice as an engaged partner, not a lecturer, helps us better serve our clients. We must demonstrate our expertise without being overbearing. Managing expectations and learning to balance personal goals with clients’ needs are crucial skills.

4. Exiting Assignments

As commercial real estate advisors, we strive to help clients buy, lease or sell property. Taking on any client brings a level of risk. Sometimes we realize that we aren’t the best fit for the client, either their requirement or their personality. Exiting with integrity enables clients to engage someone better suited for them and enables us to focus our energy on opportunities we’re more passionate about.

5. Redefining Success

People in advisory roles often define success as deals completed and money earned, but how we conduct the assignment may be more important than what we deliver. Being vulnerable and genuine and developing real rapport with our clients should be how we define a job well done.

We enjoyed rereading this book and will continue to strive to be more trusted advisors. To see what else we’ve been reading, follow us on social media or check out our other book summaries.