Most consultants aspire to become ‘Trusted Advisors’ to their clients, where the client comes to implicitly trust the consultant from both a business and personal perspective. There are many benefits to becoming a ‘Trusted Advisor’. The more a client trusts you, the more they will:
  • Be willing to listen to you – seek out and take your advice
  • Share information that might be useful to you
  • Expedite, fast-track and move things quickly
  • Sole-source business to you
  • Forgive you the occasional mistake
  • Refer you to others for more work This one-day workshop is based on David Maister and Charles Green’s concept of the Trusted Advisor equation, which is: Trust = Credibility + Reliability + Intimacy _____________________________ Self-Orientation In this interactive workshop, participants will be introduced to the Trust Equation and a number of key skills and tools that they can use to become better Trusted Advisors (for example):
  • Credibility – articulating and quantifying your expertise in a way that relates to the client.
  • Reliability – the importance of agenda’s, being on time, doing what you say you are going to do, and the discipline of effective follow-up.
  • Intimacy – using questioning, listening, clarifying, qualifying and summarizing skills to engage the client in a conversation and better understand what’s really going on in their busy world – from both a business and personal perspective.
  • Self-Orientation (or lack of it because it is in the denominator of the equation) – staying focused on the client and not ourselves throughout the sales process. The benefits of this workshop are practical, easy-to-use tools and skills that will help participants increase the level of trust they have with their clients. Ultimately it will help them to reach the status of Trusted Advisor.
Becoming a Trusted Advisor Workshop
Introduction
The Trusted Advisor Equation Elements • Credibility, Reliability, Intimacy and Self-Orientation
Credibility
  • What is it and How do we establish it?
  • Credibility Exercise (Table Groups)
Reliability
  • Dependability and professionalism
  • How can we demonstrate it?
  • Reliability Exercise (Table Groups)
Intimacy
  • Knowing the Client – 10 Question Exercise
  • What is it?
  • Business versus personal
  • The Power of Questions Question Planning Exercise (Table Groups)
  • Probing for Clarity The IMRSN Tool
Role-Play #1 – Questioning and Probing Skills
Lunch
Self-Orientation
  • Greatest source of competitive differentiation
  • What is it?
  • How do we practice it?
  • Self-Orientation Exercise (Table Groups)
Problem-Solving
  • Types of problems
  • How should we respond?
  • Problem solving tool = CAT ACT
Role-Play #2 – Problem Solving
Staying Client Focused • Why is it Important? • Howdowedoit? • Common traits of Trusted Advisors
Summary and Wrap-Up
  • Post-workshop expectations
  • Follow-up and support