REL Communications
Home Page
Service Excellence
How You Do What You Do, By Bob Livingston
Consulting
Lectures
In The News
Testimonials
About
Contact Us


 

Get Back to Basics. Win Back the Trust
Apr 3, 2009

Ted Mininni writes in brandchanne l.com an insightful article about Trust. What is Trust?  By definition it is“ A firm belief in the reliability, truth, ability or strength of someone or something." Trust is at the center of all relationships be they brand or interpersonal. So that begs the question? Why would anyone enter or stay in a relationship with someone or something they did not trust?  Isn’t trust a prerequisite for an engagement to occur?  Trust is the essential underpinning of any  relationship, so it follows that it is yours to preserve or lose. Of late, trust has been shattered in so many relationships.

However, we should understand there are degrees of trust owing to factors like time, experience and behavior.  For example, in a service relationship  you have the exceptional opportunity to reinforce and strengthen the trust bestowed upon you by how you do, what you do.  You must be consistently truthful, reliable and capable and, in so doing, you will preserve and build the trust of those you serve. If you serve your clients well, you will be respected, valued and relied upon; ideally, you will attain the status of Trusted Partner.  Some of us need just summon your early life lessons to recognize the behaviors of a Trusted Partner (hence, the similarity of the following list to the Boy Scout Law).  These are traits of exemplary service people.

  • Be always truthful
  • Be ever reliant
  • Be always respectful
  • Be unselfish
  • Be humble
  • Be timely
  • Be accurate
  • Be complete
  • Be forthright
  • Be sensitive
  • Be communicative
  • Be proactive
  • Be responsive
  • Be accessible

Fundamentals that form trust are deep rooted in our earliest learnings and culture.  We learned these in our formative years. Why then do  many companies and individuals go so wrong?


Subscribe RSS Feed

    
In The News Subscribe to RSS Feed 
 > Getting Better at Getting Better  
 > The Retail Service Quality Index  
 > Southwest Airlines' "bags fly free" stra...  
 > The Customer is Always Right  
 More >>  
     
How you do... What you do®  
 

How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

 
  ©Copyright 2008. REL Communications. All Rights Reserved.  
home | service excellence | the book | consulting | in the news | lectures | testimonials | about | contact | privacy policy | careers