The Topic of Trusted AdvisorGary Heusner5/16/2012
Overview of this Presentation Review what this presentation is not  about Provide an understanding of the Trusted  Advis...
This Presentation is not…   A disciple’s approach to sell other’s book.   A detailed review of all of the concepts    es...
This Presentation is…   A very brief overview of elements of being a Trusted    Advisor that I think are truly relevant t...
Where did this come from   Colleagues, peers, clients and noted    experts   Personal Experiences   Working to improve ...
Background   Technology Leadership background   Leadership background   Painful lack of Trusted Advisor    Background ...
Levels of Relationship                Trusted Advisor                    Partner                  Consultant              ...
Highlights   The following slides highlight some    significant models, tools and implications    of being a trusted advi...
Trust EquationTrust =   Reliability + Credibility + Intimacy                     + Character                  Self Orienta...
Trust Principles Focus on the other Collaborative Approach Medium to Long Term Relationship  Perspective A Habit of be...
Consulting Service ValuesFrom Lencioni Getting Naked Humility Selflessness Focus on the other Transparency A Habit of...
Trust Creation Process          • “Let’s Talk about…Engage          • “Tell me more…” Listen   • The Rational and the Non-...
Trust Skill Set                 Listen    Improvise                 Know      Partner                Yourself             ...
Lencioni’s FearsFears that Inhibit Service and I would  contend prevent us from being a trusted  advisor Fear of losing t...
Fear of Losing the Business   Tell the kind truth   Always consult instead of sell   Give away the business   Enter th...
Fear of Feeling Inferior   Honor the client’s work   Make everything about the client   Do the dirty work   Take a bul...
Fear of Being Embarassed   Ask dumb questions   Make dumb suggestions   Celebrate your mistakes
So What?   Far more depth than this   Part of a journey   Let’s review some situations
Situation Zero – Level Set   You are not sold out for 12 months.You    could always use more business to    provide for y...
Situation #1   Client calls your office asking for your    services to start next Wednesday for a    project. If you can’...
Situation #2   You are trying to get to trusted advisor    status for a client you’ve been with for 6    months.You arran...
Situation #3   An existing customer asks to go to lunch.    At lunch they explain they have an idea    for a new innovati...
Situation #4   Smaller client has a critical time sensitive    initiative. They ask if you can get started    right away ...
Situation #5   You have just finished an engagement.You    want to talk about next opportunities.    Client calls and say...
Situation #6   You just signed an SOW for some work    that will help your company. You are    excited. When asked, your ...
Situation #7   What’s a situation you have encountered?   What would we do?   (Group think)
References Green C. H. & Howe A. P. (2012). The Trusted  Advisor Fieldbook: A Comprehensive Toolkit for  Leading with Tru...
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Trustedadvisor

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Trustedadvisor

  1. 1. The Topic of Trusted AdvisorGary Heusner5/16/2012
  2. 2. Overview of this Presentation Review what this presentation is not about Provide an understanding of the Trusted Advisor Concept Discuss the ramifications of being a Trusted Advisor Review some real world situations that provide insight into the mind set of a Trusted Advisor
  3. 3. This Presentation is not… A disciple’s approach to sell other’s book. A detailed review of all of the concepts espoused by the referenced experts and their materials. A beginning of a movement A new concept A new way of selling An attack on what we are all doing today A viewpoint on the way all relationships should be driven
  4. 4. This Presentation is… A very brief overview of elements of being a Trusted Advisor that I think are truly relevant to IT services companies working with their clients. Designed to show the differences between the relationship levels we operate at with our clients. About the difficulty with making a transition to being a Trusted Advisor A reflection of the personal challenges and rewards I have encountered in changing my thinking and behavior to better serve my clients.
  5. 5. Where did this come from Colleagues, peers, clients and noted experts Personal Experiences Working to improve as a person
  6. 6. Background Technology Leadership background Leadership background Painful lack of Trusted Advisor Background Learning to use new muscles and learning to pick myself back up again each time
  7. 7. Levels of Relationship Trusted Advisor Partner Consultant Problem Solver Vendor
  8. 8. Highlights The following slides highlight some significant models, tools and implications of being a trusted advisor.
  9. 9. Trust EquationTrust = Reliability + Credibility + Intimacy + Character Self OrientationWhat Does this Mean for All of Us?
  10. 10. Trust Principles Focus on the other Collaborative Approach Medium to Long Term Relationship Perspective A Habit of being TransparentAre you aware of these ideas before you engage a co-worker or a client?
  11. 11. Consulting Service ValuesFrom Lencioni Getting Naked Humility Selflessness Focus on the other Transparency A Habit of being Transparent Collaborative Approach Medium to Long Term Relationship Perspective
  12. 12. Trust Creation Process • “Let’s Talk about…Engage • “Tell me more…” Listen • The Rational and the Non-Rational • “It sounds like issue is…”; “Maybe it’s just me but…<emotional issue>.”Frame • Rational and Emotional framing not blaming • “Let’s Imagine…”Envision • Target, what it looks like, how will we know when we get there • “I suggest we…”Commit • Jointly describe actionable steps and implied commitments for both parties
  13. 13. Trust Skill Set Listen Improvise Know Partner Yourself Risk
  14. 14. Lencioni’s FearsFears that Inhibit Service and I would contend prevent us from being a trusted advisor Fear of losing the business Fear of being embarrassed Fear of feeling inferior
  15. 15. Fear of Losing the Business Tell the kind truth Always consult instead of sell Give away the business Enter the danger
  16. 16. Fear of Feeling Inferior Honor the client’s work Make everything about the client Do the dirty work Take a bullet for the client
  17. 17. Fear of Being Embarassed Ask dumb questions Make dumb suggestions Celebrate your mistakes
  18. 18. So What? Far more depth than this Part of a journey Let’s review some situations
  19. 19. Situation Zero – Level Set You are not sold out for 12 months.You could always use more business to provide for your staff and family. You are in business development and/or engagement management roles, or maybe you are the owner.
  20. 20. Situation #1 Client calls your office asking for your services to start next Wednesday for a project. If you can’t start on Wednesday you can’t win the business. This might be tough to pull off, but maybe if you stretch you can do it. What do you do?
  21. 21. Situation #2 You are trying to get to trusted advisor status for a client you’ve been with for 6 months.You arrange a lunch with 2 division heads with the goal of getting to know their problems and issues better and to raise their perception of you. First thing one division head says as you sit down is “<your name here> I have an opportunity for you!” What do you do?
  22. 22. Situation #3 An existing customer asks to go to lunch. At lunch they explain they have an idea for a new innovation group and they want to leverage your partners, who provide similar services to yours to start it up. What do you do?
  23. 23. Situation #4 Smaller client has a critical time sensitive initiative. They ask if you can get started right away and catch up on the paperwork later. You’ve been burned before by other clients in this situation. Whether or not you can actually do this without signoff is a question. What do you do?
  24. 24. Situation #5 You have just finished an engagement.You want to talk about next opportunities. Client calls and says it is not right and that something is off. You check with your team and this was not in the scope or the SOW, but it had been talked about conversationally. To fix it will take 2-3 additional days for a project that was 10 days in length. Client pulls out the “When I was a lawyer, we honored contracts…” speech. What do you do?
  25. 25. Situation #6 You just signed an SOW for some work that will help your company. You are excited. When asked, your client is visibly not excited and says that things could be improved and that it is always a long game but they are holding in there. What do you do?
  26. 26. Situation #7 What’s a situation you have encountered? What would we do? (Group think)
  27. 27. References Green C. H. & Howe A. P. (2012). The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust. Hoboken, NJ: Wiley Maister D., Green C.H. & Galford R.M. (2000). The Trusted Advisor. New York, NY: Free Press Lencioni P. (2010) Getting Naked. San Francisco, CA: Jossey Bass Lee G. & Elliot-Lee D. (2006). Courage the backbone of leadership. San Francisco, CA: Jossey Bass

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