Clients and customers are looking for business relationships that go beyond the transactional and are searching for value that is created from a more personal experience that is professional, transparent and mutually respectful. Trust is the cornerstone of this style and it is essential for companies, and the individuals who represent them, to develop their role as a trusted advisor – to nurture more effective and purposeful collaboration.
Most contemporary learning around this subject evolves from the book, The Trusted Advisor, by David H. Maister, Charles H. Green, and Robert M. Galford, which looks at the issue of how to be effective communicators in a digital world. The book examines the components needed to create genuine trust in the model called The Trust Equation.
According to the authors, there are four key components to the trust equation:
At LEXi, our work on creating trusted advisors leverages this framework, along with other learning methods and interactive experiences to help participants practise and enhance the skills they need to build rapport and trust with their customers. We do this through developing effective communication and the ability to demonstrate an understanding of your client’s needs, problems and goals, resulting in more valuable input and impactful solutions.
Trust is built through consistent positive experiences, transparency, and integrity. Positioning your firm as a trusted advisor will open doors to new growth opportunities. Together, we can enhance communication, develop relationships, and create a positive, lasting impact.
Exceptional customer service sets a business apart from its competitors, and building strong relationships with customers helps businesses better understand and meet their customer’s needs. At LEXi, we have a proven track record of supporting retail and service teams, from senior leaders to front-line personnel, in creating memorable customer experiences.
We focus on every aspect of communication, from building rapport to handling challenging conversations. This approach both enhances the customer experience and strengthens loyalty, encouraging customers to return.
Through experiential learning, we help customer-facing staff understand how their behaviours affect others and the responses they provoke. By involving participants in practical, engaging activities, we help them understand what they can do differently to improve their interactions and elevate the customer experience.