Summary of The Trusted Advisor Field Book by Charles H. Green and Andrea P. Howe
The Trusted Advisor Field Book is a hands-on companion to the original bestseller The Trusted Advisor by David Maister, Charles H. Green, and Robert M. Galford. In this practical follow-up, Charles Green and Andrea Howe expand on the trust-building framework with field-tested techniques, coaching insights, checklists, and reflective exercises. It is designed for professionals who want to become not just good advisors, but trusted ones — those whose clients turn to them not just for expertise, but for judgment, honesty, and a sincere partnership.
Why Trust Matters
In professional services and advisory roles, trust is the currency that drives long-term success. Clients rely on more than subject matter knowledge — they want someone who listens, understands, and helps them make sound decisions, even under pressure. The book underscores that trust is not a soft, abstract notion. It’s a hard skill that can be cultivated through daily practices and a conscious shift in mindset.
The Trust Equation
At the heart of the book is the “Trust Equation,” a simple but powerful model originally introduced in The Trusted Advisor:
Trustworthiness = (Credibility + Reliability + Intimacy) / Self-Orientation- Credibility relates to what you say — your words, credentials, and expertise.
- Reliability is about what you do — your actions, follow-through, and consistency.
- Intimacy refers to how safe others feel confiding in you — the emotional security you foster.
- Self-Orientation is the denominator — it reflects the degree to which you put your own interests above those of others.
Green and Howe emphasize that increasing trustworthiness isn’t about inflating your expertise. Often, the biggest improvements come from lowering self-orientation and increasing intimacy — showing empathy, vulnerability, and genuine interest in the client.
Mindsets of a Trusted Advisor
The book identifies key mindset shifts that underpin trusted advisory work:
- From problem-solver to listener: Instead of leaping to solutions, trusted advisors ask thoughtful questions and listen with curiosity.
- From transaction to relationship: They focus on the long-term relationship, not just the current issue.
- From selling to helping: They don’t push services but aim to help clients succeed.
- From expertise-centered to client-centered: Trusted advisors don’t need to have all the answers. They succeed by co-creating solutions with clients.
These shifts require humility and a reframing of success — it’s about client outcomes, not advisor accolades.
The Role of Intimacy and Empathy
One of the more transformative aspects of the book is its emphasis on emotional intelligence in professional settings. Intimacy is not about personal closeness but creating a safe space for clients to share concerns. Techniques to build intimacy include:
- Disclosing appropriate vulnerability (e.g., admitting uncertainty)
- Active listening and empathetic validation
- Asking open-ended, exploratory questions
This emotional component is especially important in high-stakes, ambiguous situations where data alone isn’t sufficient.
Reducing Self-Orientation
Self-orientation is the hidden killer of trust. When clients perceive an advisor is more focused on making a sale, showcasing brilliance, or protecting themselves, trust erodes.
Strategies for reducing self-orientation include:
- Reframing “I need to prove myself” to “How can I be most useful?”
- Letting go of outcome attachment
- Practicing mindfulness and presence in conversations
The authors also introduce “soft” techniques — like pausing before speaking and making room for silence — that reduce the impulse to control the conversation.
Building Trust Over Time
The Field Book outlines that trust is built through a series of small, consistent actions. The authors describe “trust moments” — seemingly minor decisions that cumulatively shape a client’s perception. For example:
- Returning calls promptly
- Following up proactively
- Remembering personal details
- Being candid about mistakes
These micro-behaviors demonstrate reliability and care. Over time, they compound into a reputation for trustworthiness.
The Trust Toolkits
What makes the Field Book unique is its actionable guidance. It includes:
- Checklists for preparing for trust-building conversations
- Sample language for difficult discussions
- Exercises to assess and improve your own trust behaviors
- Reflection prompts for team debriefs and coaching
For example, the book offers a “Trust Audit” — a diagnostic tool to help professionals evaluate how they score on each dimension of the trust equation. It also includes communication tools such as the “Name It and Claim It” method for addressing unspoken client concerns.
Dealing with Difficult Clients
Trusted advisors aren’t always dealing with ideal clients. The book includes techniques for handling:
- Silent clients who don’t share much — use curiosity to draw them out
- Challenging clients who question everything — build intimacy before asserting expertise
- Mistrustful clients — reduce self-orientation and demonstrate consistency over time
A key insight is that trust is co-created — advisors must meet clients where they are, not where they wish they were.
Trust and Teams
While the focus is often on one-on-one client relationships, the book also discusses the dynamics of trust within teams. Trusted advisors foster internal trust through:
- Generosity in sharing credit
- Openness to feedback
- Clarity in commitments
High-trust teams outperform because they waste less energy on politics and miscommunication.
Metrics and Outcomes
Although trust is relational, the Field Book stresses that it has business impact:
- Shorter sales cycles
- Higher client retention
- Greater client satisfaction
- More referrals and organic growth
These are not just soft benefits — they are strategic advantages in competitive markets. The authors argue that trust-building should be embedded into the firm’s culture and measured as part of performance.
Common Myths and Missteps
The authors dispel common myths, such as:
- “You have to be liked to be trusted”: Trust is built through respect and alignment, not popularity.
- “It’s better to avoid tough conversations”: Avoidance creates ambiguity and erodes trust.
- “More credentials equal more trust”: Over-indexing on expertise can signal insecurity or arrogance if not matched by intimacy.
The book provides scripts and rehearsal techniques for navigating tough conversations — such as giving feedback, saying no, or admitting an error.
Conclusion: The Practice of Being Trusted
The Trusted Advisor Field Book is not about manipulation or technique for its own sake. It is about who you are as much as what you do. The most trusted professionals are:
- Consistently authentic
- Others-oriented
- Comfortable with uncertainty
- Committed to continuous self-reflection
Green and Howe advocate for trust-building as a daily practice. Whether you’re a consultant, lawyer, engineer, executive, or entrepreneur — becoming a trusted advisor is a career-long pursuit. And in today’s environment, it’s more valuable than ever.
This transformative guide blends strategy with soul — giving readers not just tools, but a philosophy of engagement grounded in empathy, service, and integrity.
