Reliability: Deliver on your promises to improve your trust quotient
Currently I am doing research about effective online networking practices in the time of Covid. More on the results early next year when they are ready.
In the process I have become aware of the idea of a Trust Equation, from the book The Trusted Advisor. The authors have developed a self-assessment tool so you can see how you fare on this equation.
Trustworthiness = (Credibility + Reliability + Intimacy) / Self-orientation
- Credibility = words. Truthfulness, credentials. Do you have the skills and reputation to do the job?
- Reliability= actions. Dependability, predictability. Do you deliver on your promises?
- Intimacy = safety. Discretion, empathy, risk-taking. Do you feel comfortable with the person?
- Self-orientation = focus. Motives, attention. Are you focused on the client or yourself?
Following my read of the book, I have heard the elements expressed spontaneously in discussions with students and colleagues, describing the development of their client relationships.
The concept seems simple, yet how often do we come across people or organizations who fail on one or more of these elements?
Reliability stands out as something under our control and not always respected. Early in my career I worked for a company that had delivery issues. This was in an era when “World Class Customer Service” was a hot topic, and I was charged to ask customers about what that meant for them. To my great surprise, they said: ship on time, ship complete and if you cannot do those things, let me know in advance so I can plan. These are all about reliability.
As we start down the home stretch of 2021, would your trustworthiness level benefit from improved reliability? What changes could you make immediately to enhance your trust quotient? Consider how you can modify your behavior on this important variable for better outcomes.
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