“Think about what it takes for you to trust someone. Think about what they’ve done over time to build that trust,” suggested Sue Reynolds-Frost, director of client services at The Speaker’s Choice, a spoken communication training and consulting firm, during an ExecuNet Master Class, A Fresh Look at Building Trusted and Sustainable Relationships.
In business, it’s important to build such trusting relationships with your clients. Reynolds-Frost explained how there are there are four types of relationships: service offering-based, needs-based, relationship-based and trust-based. “The higher you go, the broader the breadth of business issues, and the depth of personal relationships is more ingrained and more real,” she said.
The first steps involve focusing on addressing needs and solving programs for clients. “Then you get insight into the company. That’s where it becomes relationship-based,” explained Reynolds-Frost. “That’s where you know you have impact.”
Reynolds-Frost said it’s important to learn how to shift into the different levels of relationships. “It’s not necessarily showing another product you have or continuing to try to prove how smart we are,” she said. “Getting out of that proving mode and getting into the interpersonal aspects of the relationship is key to shifting from being just needs-based and service-based into that trust phase.”
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