Show notes
The Virtues and Values of Trust in Business, Part 2 of 2 with author Andrea Howe In Part 1, Andrea introduced the Trust Equation and how we, as leaders, can apply it to become more trustworthy. In this episode we delve in to some real world examples to consider how the values (applied individually) and virtues (applied institutionally) to earn trust and deepen loyalty. In addition, this episode includes: - The story of a SaaS company breaks trust and how to avoid the same pitfalls - How building trust is highly paradoxical - What to do when you get ghosted (and still be trustworthy) - Trust "Values" and "Virtues" and how leaders can align to build a trustworthy organization So many great gems in here you won't want miss! If you haven't already listened to Part 1 with Andrea, I highly recommend you do! Meet Andrea A recovering information technology consultant with nearly 30 years of experience, Andrea P. Howe previously worked for the $1B IT consulting firm American Management Systems (AMS), where her roles included client project manager, client relationship manager, and later, Director of Leadership Development. Andrea is the co-author, with Charles H. Green, of The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust. She is the founder of The Get Real Project which has one simple mission: to kick conventional business wisdom to the curb and transform how people work together as a result. Andrea's focus for the past 15+ years has been teaching people in consultative roles how to get better results by getting relationships right. She has designed and led learning programs for companies like Accenture, BNY Mellon, CGI, Deloitte and PwC, among many others. She has spoken to executives, leaders, and teams throughout the U.S. and Canada, as well as in Mexico, Brazil, Europe, Russia, and the Asia Pacific region—both in-person and virtually. Described by audiences as pragmatic and engaging, Andrea provides a toolkit to increase trustworthiness in any stakeholder relationship that is both practical and provocative. Andrea addresses topics such as how to: - Develop business/sell with trust - Promote customer intimacy and client loyalty - Apply the dynamics of influence to achieve results - Improve business relationships using all four variables of the trust equation - Deal with conflict in a trust-building way. When Andrea's not working, you can find her in her art studio (aka the basement) taking far too long to finish her latest mosaic project, or looking forward to a future opportunity for partner dancing somewhere near her current home town of Annapolis, Maryland, USA. contact her: www.thegetrealproject.com Timestamps [00:02:03] Signed up for unused product, auto renewal, disputed charge. [00:05:19] Missed opportunities, screw ups, transactional, low intimacy. [00:08:27] Challenge self, beware of scarcity mindset, prioritize service. [00:10:54] Trust challenges in business relationships and ghosting. [00:14:46] Break the pattern, be daring, get noticed. [00:20:45] Charlie's framework delves into building trust. [00:24:18] Rich, instructive content for CX leaders. Opportunity to emphasize core values, personalize offers. [00:27:34] Trust is personal; build human connections. [00:30:09] Personal risks build trust and credibility. [00:33:35] Trust instincts, don't ignore unconventional ideas. [00:35:33] Don't miss out, subscribe to our pod Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter