Why you need to earn trust
According to a recent Harvard Review Survey 58 percent or people say they trust strangers more than their own boss.
This is truly shocking.
If your team don’t trust you, imagine what impact that can have on their performance, your staff turnover, your customers’ experience and your bottom line.
If you want your team to thrive, stay engaged and wow your customers start by ensuring you have their trust, and that people believe you and you will do what you say you will do.
I’ve written previously about demonstrating your trust in your team.
But trust is two way.
How to earn trust
How can you earn trust, and get team members to put their trust in you too?
- Show you genuinely care about them, and always have their best interests and long-term well-being at heart, not just business interests.
A specific – but probably counter intuitive – example is not giving in to the excessive or unreasonable demands of a customer who is having a negative impact on the well-being of team members.
- Lead by example, so there are no mixed messages. If you aren’t seen to adhere to the same principles and behaviours you expect from your team this is a sure way to lose their trust. Be of service and support to others in the same way you’d expect your team to be of service or support to their colleagues and your customers.
- Don’t play favourites. No one likes a teacher’s pet and if one person gets recognised more than others or gets singled out for recognition it will certainly not go down well with those who don’t get the same attention (as well as potentially embarrassing the person who gets all the glory).
- Show personal integrity. Lack of integrity can undermine almost any other effort to create trust. It goes beyond honesty. One way of manifesting integrity and earn trust is to be loyal to those who are not present.
- Demonstrate trust. When you demonstrate your trust in your team you will usually earn trust in return.
- Play by the same rules. Sincere appreciation is an essential ingredient to earn trust. Ensure all your management team all use the same criteria for rewarding and recognising the team’s contribution, so people don’t get confused or feel deflated when something worthy of recognition gets ignored.
- Keep commitments. Do what you say you’ll do and avoid making commitments you will struggle to keep; breaking a commitment or promise is a major way to destroy trust, particularly when it’s somethings that’s important to the other person.
- Habit forming. It takes time to build and earn trust, so if you have new members in your team or you are new to the team, focus on small daily commitments.
- Apologise when you’re wrong. It is one thing to make a mistake, and quite another not to admit it. Saying “I’m sorry” or admitting when you’ve forgotten something or messed up will go a long way to avoid losing trust.
- Trust yourself. Earning trust from others is not enough if you don’t have trust in yourself. If there’s something you really believe to be right you have to show others what you stand for and what you stand against
If you only do one thing to earn trust: Treat your team with the same care, courtesy and respect as you’d like them to show your customers. Listen to them and take on board their requests, and work with them to make their lives easier (which invariably helps productivity and frees up time to improve service levels).