How Trust is Lost - A Big Takeaway from Value² with Gary Keller
Gary Keller recently taught a class called Value². It was a fantastic class that I wish every service-based entrepreneur could take. There were several big takeaways—and this one was near the top of the list!
Gary gave us a framework on how trust works inside of a client relationship:
How Trust is Lost
Fail to show empathy and your client will question your sincerity.
Fail to deliver on competency and your client will question your expertise.
Fail to provide transparency and your client will question your ethics.
Fail to ensure dependability and your client will question your integrity.
What a great reminder to all of us—and an opportunity for us all to questions. When I walk through client interactions with my team, we are now focusing on these 4 components:
Where am I showing empathy (or failing to do so)?
Where am I delivering with competency?
Where am I providing transparency?
How am I ensuring dependability in service to my clients?
