Building Trust Instead of Relying on Luck

🔑 Trust at Work: A Framework, Not a Gamble As founders, we often struggle with trust. Even when someone is smart, says all the right things, and delivers well, there’s still that inner fear: “Can I truly rely on them?” Over time, I’ve realised trust doesn’t have to be all-or-nothing. It can be structured. Here’s how I approach it: 🌱 Three Levels of Trust 1️⃣ Task Trust (Baseline) - Small, clear deliverables. 2️⃣ Ownership Trust (Conditional) - Larger areas with milestones and reviews. 3️⃣ Strategic Trust (Earned) - Core responsibilities with minimal oversight. No one starts at Level 3. Trust is graduated, earned step by step. ⚙️ The Trust Contract Crystal-clear expectations Transparent accountability (dashboards, reviews) Shared understanding of what “trust” means in each role 🚦 Trust Signals Green flags: consistency, proactive updates, no surprises Red flags: missed deadlines without explanation, hiding bad news Instead of distrusting by default, respond to the signals. 🏗️ Building on Principles & Foundations Building a business with strong principles and a solid foundation seems difficult in today’s world. But if you design trust this way - structured, earned, and transparent - you protect the downside, reward consistency, and create a culture where truth travels fast. Do this well, and you’ll build a much stronger business that doesn’t just grow in the short term, but flourishes for the long term. 👉 Do you design trust in your organisation, or rely on instinct alone?

I once worked with a team that was, quite frankly, toxic. The same two team members routinely derailed meeting agendas. Eye-rolling was a primary form of communication. Side conversations overtook the official discussion. Most members had disengaged, emotionally checking out while physically present. Trust was nonexistent. This wasn't just unpleasant—it was preventing meaningful work from happening. The transformation began with a deceptively simple intervention: establishing clear community agreements. Not generic "respect each other" platitudes, but specific behavioral norms with concrete descriptions of what they looked like in practice. The team agreed to norms like "Listen to understand," "Speak your truth without blame or judgment," and "Be unattached to outcome." For each norm, we articulated exactly what it looked like in action, providing language and behaviors everyone could recognize. More importantly, we implemented structures to uphold these agreements. A "process observer" role was established, rotating among team members, with the explicit responsibility to name when norms were being upheld or broken during meetings. Initially, this felt awkward. When the process observer first said, "I notice we're interrupting each other, which doesn't align with our agreement to listen fully," the room went silent. But within weeks, team members began to self-regulate, sometimes even catching themselves mid-sentence. Trust didn't build overnight. It grew through consistent small actions that demonstrated reliability and integrity—keeping commitments, following through on tasks, acknowledging mistakes. Meeting time was protected and focused on meaningful work rather than administrative tasks that could be handled via email. The team began to practice active listening techniques, learning to paraphrase each other's ideas before responding. This simple practice dramatically shifted the quality of conversation. One team member later told me, "For the first time, I felt like people were actually trying to understand my perspective rather than waiting for their turn to speak." Six months later, the transformation was remarkable. The same team that once couldn't agree on a meeting agenda was collaboratively designing innovative approaches to their work. Conflicts still emerged, but they were about ideas rather than personalities, and they led to better solutions rather than deeper divisions. The lesson was clear: trust doesn't simply happen through team-building exercises or shared experiences. It must be intentionally cultivated through concrete practices, consistently upheld, and regularly reflected upon. Share one trust-building practice that's worked well in your team experience. P.S. If you’re a leader, I recommend checking out my free challenge: The Resilient Leader: 28 Days to Thrive in Uncertainty  https://lnkd.in/gxBnKQ8n

Your customers don’t trust you (yet)… here’s how to fix that. Earning trust isn’t about flashy marketing or big promises— it’s about what you do every single day. Here’s the thing: Without trust, your business is running on fumes. Customers are smarter than ever. They can spot insincerity from a mile away. And if they don’t trust you or worse, if they don’t feel valued they’ll go elsewhere. So how do you earn their trust, make them feel truly valued, and create engagement that keeps them coming back? Here’s what works: 1. Start by listening (and act on what you hear).   * Run surveys, host focus groups, or jump on 1:1 calls with your customers.   * Pay attention to their pain points, frustrations, and needs.   * Most importantly: Implement their feedback. Listening without action destroys trust faster than ignoring them altogether. 2. Personalize every interaction.   * Address your customers by name.   * Tailor your messaging, offers, or coaching to meet their unique needs.   * Remember: No one wants to feel like a number in your CRM. 3. Be transparent—even when it’s uncomfortable.   * Made a mistake? Own it immediately.   * Raising prices? Explain why.   * Customers value honesty, even when the truth is hard to hear. 4. Engage meaningfully by creating value.   * Share free resources, Q&As, or tips they can use immediately.   * Celebrate their wins—whether big or small.   * Build community spaces for connection (think LinkedIn groups, Slack, or live events). 5. Go above and beyond with small, thoughtful gestures.   * Send handwritten thank-you notes.   * Offer surprise perks, like early access or exclusive discounts.   * Follow up on personal details they’ve shared with you (yes, remembering their kid’s soccer game matters). 6. Stay consistent.   * Deliver on your promises every time.   * Focus on quality over quantity—customers will forgive a missed update, but not mediocrity.   * Regularly measure satisfaction and make improvements where needed. Building trust isn’t rocket science—but it does take effort. Focus on these six steps, and you won’t just earn trust. You’ll build relationships that last a lifetime. Which of these are you already doing?
 Let me know in the comments I’d love to hear how you earn your customers’ trust. ♻️ Share if you wan to build trust in your market 🔔 Follow Mike Hays for more trust tips.

Let's talk about the real currency in business... trust. After years of leaning into experiential marketing, I've learned that trust isn't built through perfect pitches or polished presentations. It's earned through consistent actions, authentic relationships, and delivering on promises. Whether I'm strategizing a tradeshow experience or building partnerships at work, the fundamentals remain the same: 𝗟𝗲𝗮𝗱 𝘄𝗶𝘁𝗵 𝘃𝗮𝗹𝘂𝗲. I give insights, resources, and solutions before I ask for anything in return. 𝗕𝗲 𝗯𝗿𝘂𝘁𝗮𝗹𝗹𝘆 𝗵𝗼𝗻𝗲𝘀𝘁. If something's not a fit, I say it. Clients respect straight talk over sugar-coating. 𝗟𝗲𝘁 𝗿𝗲𝘀𝘂𝗹𝘁𝘀 𝘀𝗽𝗲𝗮𝗸. The booth experiences I've designed have generated measurable ROI because I focus on outcomes, not just aesthetics. 𝗦𝗶𝗺𝗽𝗹𝗶𝗳𝘆 𝗰𝗼𝗺𝗽𝗹𝗲𝘅𝗶𝘁𝘆. Events are chaotic enough. I make the process clear, direct, and painless. 𝗦𝗵𝗼𝘄 𝘂𝗽 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁𝗹𝘆. Reliability builds confidence. Confidence builds trust. 𝗣𝗹𝗮𝘆 𝘁𝗵𝗲 𝗹𝗼𝗻𝗴 𝗴𝗮𝗺𝗲. The best client relationships span years, not projects. Trust is what transforms a one-time event into an ongoing partnership. It's what makes clients call you first when they have a challenge. And it's what separates true strategists from order-takers. Whether you're in events, sales, or any relationship-driven business, trust is your competitive advantage. #BuildTrust #EventStrategy #ClientRelationships #TradeshowROI #BusinessDevelopment #FuhrVent

It was 8:15 AM when a mom’s phone rang. It was her son, panic in his voice: “Mom, I forgot my assignment at home. It’s due in the first period. Please, can you bring it to school?” She could’ve snapped. → “Why weren’t you more careful?” → “I told you to double-check!” But she didn’t. Ten minutes later, she was at the school gate, assignment in hand. Her son rushed over and everything went well. Her son said, “Thanks for not yelling at me, Mom.” And she just smiled. Because in her mind, she knew this: The moment you help someone through a mess without making them feel small is the moment they start trusting you. That evening, after the panic was over, they sat together and talked about building better habits, packing the bag the night before, making a checklist, owning up to mistakes. She knew the lesson would stick because she stood by him when he needed it. This is the same way senior engineers should handle juniors. You don’t build trust by exploding at the first sign of trouble. You build it by showing up, especially when it’s inconvenient. When a junior messes up, the urge to lecture is real. But support comes first, lessons come after. Because good engineers don’t stay just for the perks. They stay where they feel safe enough to make mistakes and learn. And that’s how you build teams that stick together, at home or at work.

I’ll never forget something a CEO taught me early in my career. He would stop by my desk regularly. No agenda. No formalities. At first, it felt routine. But over time, I began to see the pattern. Just a simple, “How’s it going?” At the time, it seemed insignificant – a polite hello. But now, I see it for what it was: a trust-building moment. His casual approach made it easier for me to open up, share my concerns, and speak honestly. It wasn’t about the words.  It was about the intention behind them. Trust doesn’t just happen. It’s built with consistency, action, and a lot of listening. As a leader today, I do my best to do the same. If your team isn’t approaching you, here’s what may help: - Be present.  ↳ When someone comes to you, put everything else aside and truly listen. - Avoid shutting them down.  ↳ The first “no” can be the last time they trust you with their ideas. - Go to them.  ↳ Don’t wait for trust to walk through your door, go and build it where they are. Here’s something not many will tell you: If your team isn’t coming to you, it’s not on them. It’s on you. So go to them. Because trust isn’t a gift – it’s a responsibility.

In countries where trust takes longer to build (as is the case of most Asian markets), the most effective approach I’ve found is to bring real business to the table without expecting anything in return. If someone seems valuable, introduce them to a client, a partner, or an investor. Don’t ask for a favor or a cut. Just deliver. If they choose to reciprocate, that’s a green flag. If they don’t, that’s fine too because the point isn’t immediate return. It’s accelerating trust. All other forms of relationship-building, e.g., dinners, drinks, small talk, are way less valuable in comparison to this. Nothing builds goodwill like showing you can make people money while operating with integrity.

📌 You can’t schedule trust in a project plan. You can hit every milestone… And still get side eyed if no one trusts you to deliver. Trust isn’t a soft skill. It’s a survival skill. It’s the difference between: “Thanks for the update” and “Why wasn’t I looped in sooner?” (aka, the PM’s recurring nightmare) And it’s not built in big, shiny moments. It’s built in the in between: → Helping without being asked → Following up before it’s a fire → Noticing when someone is off and actually caring → Showing up when there’s nothing to gain → Listening like a human, not a status report None of this goes on your RACI. But it’s what people remember when everything’s on fire. Because when the project wobbles, no one says, “Wait, didn’t she update the Gantt chart?” They say, “Call Sedef. She’ll know what’s really going on.” 👇 What’s your go -to trust - building move when things get spicy?

#Trust based #leadership can be both risky and rewarding. After a decade of building teams, I’ve learned it’s a gamble worth taking. A trust-based system may leave you open to being taken advantage of, but it also fuels collaboration, loyalty, and growth. Inspired by Bill from Beyond Entrepreneurship and my own experience building a company, I’ve seen how intentional trust fosters success. Here’s what a decade of testing has taught me about trust: 1. Selective Trust I don’t give trust blindly. If someone hasn’t shown a reliable track record, I don’t hand them my most critical assets. Trust must be earned. 2. Gradual Trust-Building Through consistent actions and results, trust grows. It’s not about a single act but a series of reliable moments that prove someone’s mettle. 3. Understanding Failures When trust is broken, I distinguish between genuine mistakes and deliberate betrayals. Mistakes call for coaching; betrayals require course correction. So, do you start with trust, or does it have to be earned? #Leadership #BeyondEntrepreneurship

My Five Steps to Build Trust in Business I’ve recently been thinking a lot about trust. When reading daily headlines, it seems there is less of it in the world. But I’m an optimist, and I believe you can still trust most people. I see it every day in the people and companies I work with. In more than 20 years of leading teams and working with clients, I've learned trust is essential. Without it, success is fleeting, but with it, success is sustainable. But trust must be earned. Here's how to earn trust: Act with integrity, even when no one’s looking. Integrity shapes how people see you. Be honest, especially when it’s hard. Communicate honestly in good times and in difficult times. Treat people fairly. Favoritism destroys trust quickly. Promise less, deliver more. Trust is built on follow-through, not big claims. Own your mistakes. Be accountable. Don’t point fingers or brush things aside. Trust is not only a competitive advantage; it is the right way to do business.