Creating The Trust Edge in Your Business

What are the common issues that you have in your company? Is it sluggish sales? Poor engagement? Lack of innovation? 

Every company has its own set of issues. The problem is that there are many leaders who aren’t actually solving the real issue. 

Getting to the Root Cause

Whether that’s an issue around leadership, sales, innovation, engagement, referrals, or whatever it is, you need to understand that at the core of those is a deeper issue that’s rooted in TRUST. 

We follow a leader because we trust them. We buy from a salesperson based on trust. There is innovation when we trust the team. We increase learning because we trust the teacher or the environment. We increase referrals based on trust. Everything is based on trust. 

When Communication Isn’t Really the Issue

Even communication is never a core issue because communication is happening all the time. 

  • Clarity: Clear communication is trusted. But when communication is unclear, it’s actually a clarity issue. 
  • Character: While high-character communication is trusted, low-character communication is not trusted. That’s not a communication issue. It’s a character issue.
  • Compassion: Compassionate communication is trusted. But hateful communication is not trusted. That’s a compassion issue. 
  • Consistency: Consistent communication is trusted. But inconsistent communication isn’t trusted, so it’s a consistency issue. 

Again, at the core of those issues is trust. And it’s only by increasing trust that you’re able to deal with the different challenges in your business. Once you learn how to build trust within your organization and with your clients, then you start to see results. 

For more information and resources on how to create the trust edge in your business, check out The Customer Service Revolution podcast. If you’d like to listen, head over to 018: The Trust Edge with David Horsager.


About The Author

Dave Murray

Dave is the Senior Customer Experience Consultant for The DiJulius Group and has helped dozens of companies create incredible systems that allow them to consistently deliver superior customer service. Dave’s experience has varied from leading call centers and front-line team members, to working closely with key partners and stakeholders.