Building Trust and Reputation

The day I finally understood how trust really works, everything changed for me as a CSM. In my first Customer Success role, our leader had us read a book before our team offsite: The Trusted Advisor. Short. Simple. Game-changing. Inside was something that flipped a switch for me, the Trust Equation: Credibility + Reliability + Intimacy / Self-Orientation For the first time, trust wasn’t a feeling, it was something I could build intentionally. So I made a move, and this changed how I worked with customers: I wrote each element of the equation into their account. And every engagement became a chance, an opportunity to build on trust with purpose. Here’s what that looked like in real life ✅ Credibility Know your stuff. Speak with clarity. Bring insights, not just product updates. → When a customer asks how to achieve a specific outcome in your product and you clearly walk them through 2-3 workflows that get them there. → When they ask, “What are other customers like us doing?” and you give just the right amount of relevant context and detail. ✅ Reliability Do what you say you’ll do. No surprises. No dropped balls. → You follow through after every meeting. → You send the recap. → You make the intro. → You deliver on that one thing they asked for, even if it seemed minor. ✅ Intimacy Be human. Build connection. Care about what matters to them. → You remember their kid’s name. → You know they’re prepping for a board meeting next week and ask how it’s going. → You lead with empathy, not agendas. 🚫 Self-Orientation Don’t make it about you. Ever. → You don’t flex your product knowledge to sound smart, you share what helps them win. → You don’t push your goals, you stay focused on theirs. Every CSM wants trusted relationships. Not every CSM builds them on purpose. This equation gave me a new level of intention. What’s one small way you can build more trust? ________________________ 📩 If you liked this post, you'll love The Journey. Head over to my profile and join the thousands of CS professionals who are along for the ride as I share stories and learnings going from CSM to CCO.

Trust doesn't come from your accomplishments. It comes from quiet moves like these: For years I thought I needed more experience, achievements, and wins to earn trust. But real trust isn't built through credentials. It's earned in small moments, consistent choices, and subtle behaviors that others notice - even when you think they don't. Here are 15 quiet moves that instantly build trust 👇🏼 1. You close open loops, catching details others miss ↳ Send 3-bullet wrap-ups after meetings. Reliability builds. 2. You name tension before it gets worse ↳ Name what you sense: "The energy feels different today" 3. You speak softly in tense moments ↳ Lower your tone slightly when making key points. Watch others lean in. 4. You stay calm when others panic, leading with stillness ↳ Take three slow breaths before responding. Let your calm spread. 5. You make space for quiet voices ↳ Ask "What perspective haven't we heard yet?", then wait. 6. You remember and reference what others share ↳ Keep a Key Details note for each relationship in your phone. 7. You replace "but" with "and" to keep doors open ↳ Practice "I hear you, and here's what's possible" 8. You show up early with presence and intention ↳ Close laptop, turn phone face down 2 minutes before others arrive. 9. You speak up for absent team members ↳ Start with "X made an important point about this last week" 10. You turn complaints into possibility ↳ Replace "That won't work" with "Let's experiment with..." 11. You build in space for what really matters ↳ Block 10 min buffers between meetings. Others will follow. 12. You keep small promises to build trust bit by bit ↳ Keep a "promises made" note in your phone. Track follow-through. 13. You protect everyone's time, not just your own ↳ End every meeting 5 minutes early. Set the standard. 14. You ask questions before jumping to fixes ↳ Lead with "What have you tried so far?" before suggesting solutions. 15. You share credit for wins and own responsibility for misses ↳ Use "we" for successes, "I" for challenges. Watch trust grow. Your presence speaks louder than your resume. Trust is earned in these quiet moments. Which move will you practice first? Share below 👇🏼 -- ♻️ Repost to help your network build authentic trust without the struggle 🔔 Follow me Dr. Carolyn Frost for more strategies on leading with quiet impact

Why Trust in Sales Isn’t Just Fluff – It’s the Real Deal: How to Build It, and How to Repair It Over the years, I’ve been fascinated by the role trust plays in sales. Throughout my career, I’ve noticed that top sales performers who build long-term, loyal relationships with their customers always have one critical factor in common—their customers trust them. Here are some stats that show trust’s impact: ✅ 81% of customers are likely to buy again from a company represented by a salesperson they trust. ✅ 76% of customers who trust their salesperson are likely to refer them to others. ✅ 71% said they’d choose a salesperson they trust over one offering a lower price. (Source: Carnegie Hall) 🛑 So, what makes a salesperson trustworthy? ✅ Competence: They have the skills to deliver and are always there when the customer needs them. They also provide valuable insights to help customers grow. ✅ Character: They are honest, transparent, and don't push products the customer doesn’t need. They care about the customer's success and always act with integrity. ✅ Empathy: They see the world through their customer’s eyes, feel their pain, and take action to solve problems. 🛑 How do you start building trust with a new customer? There’s a concept called Swift Trust. Initially, people assume trust based on how you show up—your preparation, keeping small promises, and following through on commitments. But to build lasting trust, you must consistently deliver on your promises and demonstrate competence and character over time. 🛑 Can trust be rebuilt if it’s broken? It depends. If trust is lost due to a character issue (like dishonesty), it’s much harder to rebuild. However, if it's due to a competency issue, there may be a chance to repair it. At the end of the day, we’re selling to people. Honesty and integrity matter more than anything else. #sales; #trust; #deals