Trusted (eBook)

Welcome
Introduction
The T-Spot Model
Marginal gains
Things to look out for
Starting the journey
SECTION 1 Mindset
Growth mindset
What you can do to move to a growth mindset
How you can inspire your team to have a growth mindset
Emotional intelligence
Brain chemistry
Unconscious bias
Self-reflection
Priming your mind
Managing your mindset
Well-being and employee benefits in the workplace
Overcoming mindset barriers
Mindfulness
Credibility sleuth and credibility thief
SECTION 2 Communication
What is rapport?
Small talk or deeper connection
Hello, my name is…
Body language
Verbal communication
Communication styles
Understanding communication differences
Transactional or tailored?
Case study: Going from good to great after scaling up
Credibility sleuth and credibility thief
SECTION 3 Interaction
The importance of building outstanding client relationships
Visibility: The paradox of technology
Digitisation: Generational differences
Case study: Treading a fine line between digitised and personal interactions
The power of face-to-face
The human moment
Environment
Credibility
Case study: Building trust through quality interactions
Credibility statement
Client intelligence
Networking
Case study: Getting on the radar
Credibility sleuth and credibility thief
SECTION 4 Behaviour
Managing behaviour
Case study: Managing behaviour in the moment
Managing negative behaviour
Setting behaviour expectations
Creating an internal culture with a client-centric service vision
Positive behaviours
Non-negotiable standards
Case study: Keeping a family culture while expanding the business
Doing the right thing
Case study: PRIDE in their legendary service
Substantiated value
Case study: Client expectations of a global organisation
Case study: Client expectations of a low-cost organisationMeasuring behaviourClient satisfactionRewarding behaviourService recoveryBehaviour in communicationHabits detrimental to building relationshipsBrand sabotageRemoving barriersCoffeegateCredibility sleuth and credibility thief5 Professional imageWhat we wear can make us feel more confidentCycle of successPeople judge us by what we wearReflecting the culture of your organisation while remaining authenticPersonal style: Blending in or standing outHow much authority you need to displayThe type of clients you are meetingWhat is appropriate for different situations?Dress codesThe messages you wish to send outEnvironmental considerationsConsidering the ‘team look’Summary: Professional imageCase study: Aligning personal brand with corporate brand Credibility sleuth and credibility thiefMoving forwardBringing Trusted to your organisationAcknowledgementsReferences and researchRecommended further readingAbout the authors