Trust, a firm belief in someone’s reliability and truthfulness, is built through consistent actions that honor commitments and demonstrate care, while its erosion leads to damaged relationships and skepticism.

Primary Implication

Trust between people and trust by people in a business either exists or doesn’t.  You either trust someone to do what they say they will do, or you don’t?

You either trust the people in a business will honor their commitments on behalf of the business, or you don’t.

Overview

Trust is very black and white.  There is very little gray between trusting someone or something and not trusting it.  This is what makes developing and holding on to the trust someone extends to you so fragile.  Trust is earned when actions meet words.

Trust between people and trust by people in a business either exists or doesn’t.  You either trust someone to do what they say they will do, or you don’t?  You either trust the people in a business will honor the commitments they make on behalf of the business, or you don’t.

What makes trust difficult is the decision to trust is a personal decision.  Many factors will influence whether a person will choose to extend to you their trust, yet you can lose it without even knowing what you did to violate the trust another person has placed in you.

Looking at the definition of trust is an easy way to appreciate how vital trust is between your employees and you, you and your employees, and everyone involved with your customers. Trust is defined as a person or thing in which confidence is placed.  It represents a firm belief in the character, integrity, and truth in someone by the person who has extended their trust in you.

An example of trust is the belief a customer has in an employee of your business to do what they committed to do when they said it would be done.  When that employee honors their trust, you will advance the relationship with that customer.  The minute those they trust violate their commitment, trust is eroded in a long-term relationship and lost in a first-time interaction.

Below is a list of some of the most proven ways to build trust anchored by honoring your commitments:

1. Always tell the truth.
2. Listen actively to know what’s being sought.
3. Show you care.
4. Think before committing
5. Be clear about what’s expected by when.
6. Be consistent.
7. Show a willingness to trust others.
8. Be organized, so you complete what you promised.
9. Don’t make promises you can’t keep.
10. Have the courage to say no.

Ultimately, trust comes down to being true to your word because your word anchors the commitment those trusting you expect you to complete.

Stephen Covey, author of “7 Habits of Highly Effective People,” introduced the phrase “emotional bank account ” to describe the level of trust, or “richness” in our relationships.  A “bank” with a large balance means lots of positive connection, trust, and closeness in the relationship. The more trust-building deposits made, the more people involved in that relationship will trust each other.

When there are too many “withdrawals” from the emotional “currency” of the relationship created by negative interactions, the balance gets low, and the relationship suffers. Just like a real bank account, a zero balance in the emotional bank account is in trouble, and a negative balance means you are likely never to be trusted again by the person you have overdrawn your emotional bank account. Trust is foundational for any relationship to thrive. Without trust, there will be only skepticism, cynicism, and avoidance.