In "The Trusted Advisor," David H. Maister emphasizes the importance of reliability in relationships and business practices. Reliability, as he defines it, stems from consistent experiences that connect promises with actual actions. This principle highlights how customers and clients gauge dependability based on the track record of fulfilling commitments and maintaining integrity in interactions.

The essence of reliability is rooted in rationality, where repeated positive outcomes reinforce trust. When individuals or organizations consistently deliver on their promises, they cultivate a sense of trustworthiness. This trust becomes fundamental in building lasting relationships and achieving mutual success in both personal and professional contexts.