Over time I've become fascinated with the idea of creating genuine trust in both business and relationships. As a business owner, friend, and confidant, I'm always happy to know that people trust me enough to hear my advice on different factors in their life.
So how are relationships built over time?
Relationships are about trust.
From a business perspective, we purchase products when we trust the business selling them. It's the reason we want to see how many five-star reviews there are on Amazon, how many reviews there are in total, and maybe even how many of the reviews are real.
In personal relationships, we analyze people based on what we value because we trust that people who have the same values as we do will act in a similar manner.
Outside of making small talk in an attempt to discover some of their values, we also make it a habit to analyze the person's behavior before deciding whether or not they are trustworthy.
But out of those behaviors, what is it that makes us trust a person or a business? What stands out? What is at the base of trust?
The foundation of trust is predictability.
As Michael Strange of ComputerWorld explains it "Trust emerges from the intuitive belief that things are under control. Things are not under control if delivery cannot be predicted accurately."
When your customers see you posting several times a day on social media, it's a behavior they expect you to continue. The moment you go outside of that pattern, they lose trust because they have lost the ability to predict what you will do next.
Within relationships, do what you say you will do. It may not result in immediate trust but over time the person will begin to see you as dependable and trustworthy because, at a minimum, they know they can trust you to do what you claim you will.
And the underlying theme to it all? Consistency.
Predictability comes from consistency.
When a business or a person follows a pattern, you know you can assume that they will act in the same way. For example, you know that if you complain about your food at a restaurant there is a chance you will not have to pay for your meal. The refunding of an unsatisfactory meal is a common practice within the restaurant industry.
At the same time, you also know that your closest sibling or cousin will not tell your mom that you went out at night instead of going to their house. Chances are you all have shared secrets before, so you know that this secret will most likely also be kept.
When we experience a person's patterns and their actions are acceptable to our core values we find it much easier to trust a person.
By understanding what creates trust you can use this principle to build your client base, home, relationship, and morale at the workplace by remembering the importance of consistency and putting it to work on a regular basis.
Like what you read here? I'll be talking more about the foundation of business through what I call the SRC model with a FREE WEBINAR sponsored by Empire Talks on Tuesday, August 28th.
Be sure to register at http://bit.ly/SRCModel!