The Trust Factor - What is it and how do you get it?

Remarkability Institute with Bart Queen

Welcome to the remarkability Institute. This is Bart Queen, your host. I'm incredibly excited today. As we dive into a different communication topic, I was having a conversation with a colleague earlier in the week. We ended up boiling down things into three major kinds of buckets. Again, number one.

[00:01:59] Building the conversation, number two, building the connection, and then building your confidence. And as we got into a discussion on each one of those topics, I made the point that the number one thing that every one of us should do in building our confidence is to focus more on building our trust factor.

[00:02:24] And when I, when he, when I said that to him, he said, what do you mean by this idea of a trust factor? I had shared with him earlier that we had three major goals of building trust, building relationships, and building engagement and building that trust factor is critical to our success—both personally and professionally.

[00:02:45] I also mentioned to him that for most of us, Trust is something that we leave to a whim. It's not something that we strategically look at it and layout a game plan. Most of us don't get up every day and say, Hmm, how do I build trust with my wife or husband? How do I build deeper trust with my children?

[00:03:11] I don't know how you'd build a deeper trust with my best buddy or friend. We don't even think about that with the customer. We know that with a customer, it's critical to build trust because they're not going to buy or deal with this or have a relationship with us if we don't come across as trustworthy.

[00:03:29] But I come back to the idea. Most of us just look at it more from a whim than from looking at more at a strategic kind of. The focused thing that you're going to think about today. I want you to focus on that, the idea of how do you build your trust factor. And guys, as we discuss this, I would like you to put it in context, more of the people that are immediately around you, your spouse, your significant other, a child, a good friend, a family member.

[00:04:06] Or a close client, but I want the circle to be pretty tight as we look at it. I'm asking you to do that because I want you to begin to think of immediate application on some of the ideas that I'm going to share with you now in our time together today, to me, which is a short 30 minutes for today, I want you to understand trust from a different perspective.

[00:04:31] I want you to look at it differently, and I want you to begin to pick up tidbits' ideas on how you can build your trust factor and make it stronger. Now, if you'll do that for me in the next 30 minutes, here's what I think you're going to find. Number one, you can strengthen and deepen the relationships that you're in.

[00:04:54] Number two, from a business perspective, you can build greater loyalty. So your customer only wants to do business with you. And more importantly, in my mind, in the first two, you get a connection, and you deepen that connection. Today, guys, I'm going to do more of a broad sweep on this idea of trust.

[00:05:18] That way, I can just give you tidbits. If you care to go deeper, each one of these will allow you to do that. The first thing I want to look at is what I call trust, foundational concepts, three simple key ideas that I think layout a foundation for us to work with. I believe that the effectiveness of our communication, whether that's face to face, it's virtually it's over the phone, it's a large group or a small group, relies more on the character of the messenger of you and me, then the content of the message.

[00:05:55] If you think about it, most of us put all our focus on the message. You'll spend hours and hours trying to craft the perfect PowerPoint slide and not even really think about what do I need to do? What do I need to say to create that trust factor? It's the exact opposite of what we think, where the real effectiveness of our communication lies in our character as the messenger.

[00:06:20] So I want to remind you that people buy what they see before they buy what they hear. They're evaluating you. They're looking you up. They're looking you down and making an assessment already before you've opened your mouth, whether they're going to trust you or not. And then as you begin to share, they're going to be evaluating the things that you bring to the table.

[00:06:43] And this is where your executive presence, your sense of authenticity, and your confidence need to come forward. Part of the character of the messenger is then developed through the stories you share through the examples that you give. So that first paradigm shift, I want you to think about and building your trust factor.

[00:07:08] Is that we need to focus on the character of the messenger, you and I, more than we need to focus on the content. First the second thing I want you to realize is that credibility is a thing that makes the difference. And I found an interesting fact in my research, it said in the first six months of relationship communication, overrides credibility; so think about when you first met somebody that you dated, and maybe that person became your spouse in the first month as you went out, you had a good time.

[00:07:46] You shared stories, you talked, you were building your credibility, but it was the connection you were creating through things that you shared experiences, that you had places that you went. But what I found interesting out of this study was the second six months' credibility overrides communication. So now, I want you to think about the communication you have with your spouse over a longer period.

[00:08:19] Let's say you've been married ten years or longer in a relationship, ten years or longer. Hopefully, you both have a bank account of trust that you make deposits into, and you take money out of it, or you take trust out of it. There's an exchange back and forth. If you've built this account up strongly, there are moments when you have a bad day, and something doesn't happen.

[00:08:46] You fail to call something that doesn't work out. And the credibility holds for you, even though the communication did not so if we think over the long haul in building a business if you think of a long haul in a relationship with one of your children in a relationship with your spouse, that credibility.

[00:09:09] Becomes critical after six months over the communication that we have. It's that level of trust that we have. And the third thing I want you to realize from a foundational perspective is when credibility continues when it grows, and it strengthens that connection grows and strengthens, they learn to rely on you and depend on you, and they trust you.

[00:09:38] But when credibility discontinues, the connection discontinues. So we can see this in marriages where someone broke. Their trust. We see that with politicians, where we had trust in someone, and something happened, they broke that trust. And then there becomes a disconnect you've had that happen with a friend where you had a falling out credibility fell apart.

[00:10:06] There was a disconnect and maybe a long period that you didn't talk. Now, if that relationship begins to heal, You find that credibility bit builds again. You find that the connection builds again; these three basic foundational ideas are foundational to laying the trust factor and building it the way you see fit.

[00:10:34] So now let's look at some of the challenges. Some of the things we have to overcome are the challenges with trust that become critical for you. And I.

[00:10:44]One of the number one things t...