Don’t Always Exceed Expectations: Trust Tips Video
You probably know the common advice, “Always exceed expectations.” It sounds like a trust-creating move – but it’s not. In fact, it’s a trust-destroyer. Learn more in the Trust-Tip Video below. New Video Trust-Tips Series Announcing the Trust Tips video series – weekly one-minute, high-octane pieces of value. Let me know how you like it. […]
Books We Trust: The Decision to Trust by Bob Hurley
This is the eighth in a series called Books We Trust. The Decision to Trust is one of the best books written in recent years on trust; it is a major contribution to the subject. Author Bob Hurley teaches at Fordham and Columbia, so it’s no surprise that the book is solidly rooted in the […]
Intimacy: If You Can’t Say the I-Word, You Have the I-Problem
Many of you know about the Trust Equation – (Credibility + Reliability + Intimacy) / Self-Orientation. Trust research has shown that of the four factors, the one most associated with high trust scores is – Intimacy. Recently I’ve spoken with two organizations – one in financial services, the other in professional services – that are […]
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THE TRUSTED ADVISOR FIELDBOOK
The pragmatic, field-oriented follow-on to the classic The Trusted Advisor. Green and Howe go deep into the how-to’s of trusted business relationships—loaded with stories, exercises, tips and tricks, and deeply practical advice.
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TRUST-BASED SELLING
“Sales” and “Trust” rarely inhabit the same sentence. Customers fear being “sold” — they suspect sellers have only their own interests at heart. Is this a built-in conflict? Or can sellers serve buyers’ interests and their own as well? The solution is simple to state, hard to live—and totally worth the effort.
THE TRUSTED ADVISOR
This classic book explores the paradigm of trust through the filter of professional services. It is a blend of thought and practice, clear ideas and practical suggestions, and it has found a place on many professionals’ working bookshelves.