I can't resist another reference to the Trust Equation as a way of introducing Cordell Parvin's Choose Words Carefully. Looking at the components of the Trust Equation (Credibility + Reliability + Intimacy) / Self-Orientation), trust is built largely through words. What about actions, you say? Absolutely! That's how Reliability is created — when actions match up with promises (words). What about motives, you ask? Yes, that too! That's how low Self-Orientation comes through — when good intentions and mutually-beneficial goals are communicated (words). So Cordell's post is apropos to trust-building, as it lists several key phrases to avoid with clients—starting with “No problem” and ending with “You should.”
When you can no longer see the forest for the trees, it may be time for a fresh perspective. That's where Robert Peters … MoreMore Contributors
- Overcoming Paralysis by Analysis
- 6 Approaches to Problem Solving For You & Your Team
- Want More Loyal Customers? Just Smile!
- Can Franchising Survive The Baby Boomers?
- Marketing to Millennials: Welcome to The Participation Economy