A large part of our success is due to our strong and
trusting relationships with clients (and each other). We have lots of
discussions about building trust; how important it is; how fragile it is. I
came across this graphic that attempts to demystify what bricks are needed to
build the foundation for trusting relationships.
Reading from the bottom up, the graphic shows
what elements must be in place for trust to develop. At the most basic level, "openness,"
"authenticity," "experience," and "performance"
are required to start on the path of trust. Or, conversely, if any of these are
missing, there won’t be trust.
The deeper
relationships develop when "transparency," "fairness,"
"knowledge," and "credibility" are evident. Clients know
they can rely on you because they have seen you in action. You have made
mistakes, but have owned and corrected them with minimal impact to the project
or client. You have avoided major pitfalls. You have helped your client defend
their decisions in public.
Clients
become friends when "caring," "honesty,"
"skills," and "reputation" are drawn upon and mutually
reinforced. These are the moments when you help a client win an award, or gain
a promotion, or simply when you listen to stories about their kids and laugh
with them. This level of trust is when they text you on the holidays, simply to
wish you well.
The fourth
level of trust is apparent when word gets back to you that clients are
speaking well of you and your company. When they talk to others about your
"intent," "integrity," "capability," and
"results," you know you have entered a special position. You've
earned the accolades. And the more you demonstrate the attributes of the
previous levels, the stronger their praise and comfort will be.
The fifth level of trust occurs when you have
struck a balance between "character" and "competence" – a balance between the professional and
personal; when helping the individual also helps the client as a whole. This
is the realm of being of service, in whatever capacity makes sense. Within this
level, you can almost anticipate what obstacles the client may face, and can
offer timely and productive solutions or a sympathetic ear, before they need
it.
The graphic is pretty clear that all elements
must be in force. Trust literally sits on top of all of the bricks. So where
can you bolster your client interactions to build a better pathway to trust? What
brick needs shoring up? Or if you are particularly successful, which bricks can
you teach others to make?
