Building trust with co-loaders and clients

Memoirs of a Gully Boy Episode 36: #Trust – The Foundation of Impactful Leadership Trust is the cornerstone of every successful relationship, whether it’s with your team, clients, or stakeholders. It’s the invisible currency that fosters collaboration, inspires loyalty, and drives meaningful results. Earning Trust in the Early Days In one of my first leadership roles, I was tasked with managing a team of seasoned professionals who were skeptical about my approach. I knew that earning their trust wouldn’t happen overnight. Instead of asserting authority, I spent the initial weeks observing, listening, and understanding their challenges. When I finally proposed changes, they were based on what I had learned from the team. The response was overwhelmingly positive because they felt heard and respected. Trust wasn’t built with grand gestures but through small, consistent actions that demonstrated empathy and accountability. Lesson 1: Trust is earned through listening and delivering on promises, not by demanding it. Building Client Trust in a Crisis A project for a major client once faced an unexpected technical failure just days before launch. The client was understandably frustrated, and tensions ran high. Instead of deflecting blame or downplaying the issue, I took full ownership, provided a transparent timeline for resolution, and kept them updated at every step. This approach turned a potentially damaging situation into an opportunity to strengthen the relationship. The client appreciated the honesty and accountability, and our partnership grew stronger as a result. Lesson 2: Trust thrives on transparency, especially in challenging times. Empowering Teams Through Trust Trust isn’t just about earning it for yourself—it’s about extending it to others. During a high-pressure system migration project, I delegated critical tasks to team members who were relatively new. While some questioned the decision, I trusted their capabilities and provided the necessary support. Their performance exceeded expectations, and the project was a resounding success. That experience reinforced that trust empowers individuals to rise to challenges and reach their potential. Lesson 3: Trust isn’t a risk; it’s an investment in people’s growth and confidence. Sustaining Trust Through Integrity Trust, once broken, is hard to rebuild. Over the years, I’ve learned that the simplest way to sustain trust is to lead with integrity. Whether it’s meeting deadlines, delivering quality, or admitting mistakes, consistency in actions speaks louder than words. In one instance, a client project faced delays due to unforeseen challenges. Rather than overpromising and underdelivering, I laid out a realistic plan and ensured that every milestone was met thereafter. That consistency solidified trust, even in difficult circumstances. Lesson 4: Trust is maintained through unwavering integrity and consistent follow-through. To be continued...

Throughout my decade-long journey in the tech industry, if there's one lesson that’s stuck with me, it’s this: your connection with your customers is everything. At Supersourcing, we’ve woven this belief into the fabric of our business. And trust me, it’s made all the difference. Here’s how we keep our customer focus sharp and true: - Listen First, Act Fast: Early on, I learned that listening isn’t just about hearing words; it’s about understanding your customers' underlying needs and emotions. We prioritize active listening—through regular feedback loops and candid conversations—so that when we act, it’s both swift and deeply aligned with what our clients actually want. - Tailored Solutions, Not One-Size-Fits-All: One of the most transformative shifts we made was moving from a transactional mindset to a partnership approach. It helps us understand our clients’ bigger picture—what are their goals? What keeps them up at night? We tailor our solutions to align with these insights, making our support feel less like a service and more like a collaboration. - Transparent Communication Builds Trust: I can’t stress enough how much transparency has contributed to our success. It’s about being upfront, even when the news isn’t all sunshine and rainbows. Our clients appreciate honesty, and this straightforward approach has helped us build strong, lasting relationships based on trust and mutual respect. - Proactivity Is Key: Waiting for a problem to arise means you’re already too late. We’ve built a culture of proactivity—whether it’s checking in on developers regularly or anticipating potential roadblocks, we aim to address challenges before they turn into problems. These strategies have been pivotal in driving not just customer satisfaction but loyalty and advocacy. It’s about being more than a vendor; it’s about being a partner who genuinely cares about the success of those we serve. How do you keep your client relationships strong and authentic? I’m eager to hear your thoughts!

"Why Buy the Cow When You Can Get the Milk for Free?" is a horrible mindset... when it comes to building your business Too many worry that sharing too much insight upfront will eliminate clients’ need to hire them. But, in reality, holding back does more harm than good. Here’s why giving value freely brings clients to you. Building Trust, Not Dependence Clients pay for more than knowledge; they want unique insights and tailored guidance. Sharing valuable information builds trust, not dependence. By freely offering actionable insights, you establish yourself as a knowledgeable and generous expert—qualities clients remember. Action Step: Share part of your process, like a checklist or framework that solves a specific problem. This builds initial trust and allows you to filter in for your ideal client. 1) Information Isn’t Implementation Clients don’t just want information—they want your expertise in applying it to their unique challenges. They seek transformation. Offering valuable information lets clients experience your approach while highlighting their missing personalized support. -> Action Step: Host a webinar on a common issue, then share case studies that showcase your hands-on impact. 2) Free Value Creates Bridges to Paid Services When clients experience your expertise they are more likely to seek your deeper guidance. Giving valuable insights for free builds familiarity with your methods, making the transition to paid services natural. -> Action Step: End each piece of content with a call to action—invite clients to connect or share a success story. 3) “Free” Expands Your Reach and Credibility Freely sharing expertise increases your visibility. As your content circulates, it introduces you to new clients. This isn’t lost revenue—it’s marketing. -> Action Step: Encourage sharing in your posts to boost reach and credibility. 4) The More You Give, the Stronger Your Brand “Why buy the cow” suggests that giving devalues your work. The opposite is true in consulting: the more you share, the more clients see you as a go-to expert. People remember the problem-solvers. -> Action Step: Consistently publish content that answers questions and offers solutions. In Consulting, Giving is Selling By freely offering value, you aren’t “giving away the milk”—you’re showing potential clients why you’re the right partner. Clients aren’t buying your information; they’re investing in your ability to deliver tailored solutions and guide them through challenges. Generosity is your best brand-building tool.

Want clients who trust you and keep coming back? Build relationships before building offers. Six months ago, I significantly shifted how I approached my business. Like many solopreneurs, I was struggling with: 1. Clients who showed interest but never fully committed. 2. Conversations that fizzled out because I wasn’t consistent. 3. A disconnect when it came to what my audience truly needed. So, I took a step back and focused on relationships first. The results? -Clients started trusting me on a deeper level. -Referrals became a steady stream from satisfied customers. -Conversations uncovered needs I didn’t even know existed. Now, if I sense a relationship slipping, I do three simple things: A) Ask how they’re doing and what challenges they’re facing. B) Share updates explicitly tailored to their goals. C) Listen—really listen—without pushing a sale. Because when relationships come first, success follows. How do you keep your client relationships strong?

After closing dozens of deals over the years, I can confidently say that trust isn’t built through a pitch. It’s built through presence. I used to think trust came after results. Now I know: trust creates results, and it starts way before the contract is signed. Some of the best client relationships I’ve built didn’t begin with sales calls. They started with conversations about life, not business. Listening actively and showing empathy have opened more doors for me than any cold outreach strategy ever could. Sometimes, deals were closed not because of what I offered, but because someone felt understood. If you’re an early-stage founder or own a business at a scaling stage, here’s something worth building into your daily practice: ..1..  Listen Actively Let people feel heard, not just responded to. Put away assumptions and give your full attention; it changes the energy of the entire conversation. ..2.. Show Empathy Relate to their challenges as a human, not just a service provider. Shared experiences build emotional bridges that no pitch deck can match. ..3.. Offer Value Don’t just deliver, overdeliver. I’ve built trust by underpromising and then exceeding expectations with small surprises that mattered. ..4.. Personalize Communication Generic messages are forgettable. Tailoring your language and approach shows your client they’re more than just another name on your list. ..5.. Be Dependable Trust grows when you do what you say. Be reliable in your words, timelines, and tone; especially when no one’s watching. Trust is slow-earned but long-lasting, and it’s your biggest asset. What’s helped you build trust with potential clients? I’d love to hear your perspective. Remember, if your marketing isn’t building trust, it’s just noise. I help founders turn clarity, empathy, and strategy into real growth. If you’re ready to build trust and scale, let’s connect. #AskQueJay #ClientTrust #EarlyStageFounders #EcommerceGrowth #RelationshipMarketing #MarketingStrategy 

You don’t build great client relationships when everything’s going well. You build them when it isn’t. — When I was running Nexient, I saw this firsthand. Sometimes our primary contact for a client got laid off. It just happened. In that situation, most vendors would stop calling. No pipeline. No deal. No point, right? We saw it differently. In those moments of transition, I took time to invest in the 𝘱𝘳𝘰𝘧𝘦𝘴𝘴𝘪𝘰𝘯𝘢𝘭 𝘳𝘦𝘭𝘢𝘵𝘪𝘰𝘯𝘴𝘩𝘪𝘱—on behalf of the company. I stayed in touch and offered help. Made intros, gave references, and checked in 𝘫𝘶𝘴𝘵 to check in. There’s was no short-term play; but as a business partner, it was the right thing to do. Over time, it came back around. I remember when, one of our contacts had a tough transition period. They landed at three different companies over five years. Between each of these, we kept in touch. At each one, they brought us in. This person knew us. They knew the quality of our work. Trusted us. And every time, that trust helped us skip procurement... and turned into millions in revenue across three separate deals. All from one relationship that we never let go of. From a few coffees. Some messages and a little human decency. Was it measurable in the moment? Nope. But here’s what I learned: 𝗪𝗵𝗲𝗻 𝗽𝗲𝗼𝗽𝗹𝗲 𝗿𝗲𝗮𝗹𝗹𝘆 𝗻𝗲𝗲𝗱 𝘆𝗼𝘂—and you show up—they remember. They remember who was there when there was nothing to gain. So yeah. I still reach out. Still send the “just checking in” notes. Still offer help with no strings attached. Because ultimately — Trust is built in hard moments. So if you’re building a business, don’t just invest in companies. 𝗜𝗻𝘃𝗲𝘀𝘁 𝗶𝗻 the 𝗽𝗲𝗼𝗽𝗹𝗲 behind them. Relationships like that don’t always scale fast. But they scale deep. And that’s where the real value lives.

When you don’t have a budget for ads, building trust is the way to go. When I started my practice, I didn’t have a big budget for ads or a flashy marketing campaign. What I did have was a clear understanding of the kind of business I wanted to build—one rooted in trust, relationships, and real solutions for people with tax debt. So, instead of throwing money into advertising, I invested in something more meaningful: 𝗯𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗮 𝗻𝗲𝘁𝘄𝗼𝗿𝗸 𝗼𝗳 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹𝘀 𝘄𝗵𝗼 𝗰𝗼𝘂𝗹𝗱 𝘁𝗿𝘂𝘀𝘁 𝗺𝗲 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲𝗶𝗿 𝗰𝗹𝗶𝗲𝗻𝘁𝘀. 𝗧𝗿𝘂𝘀𝘁, 𝗡𝗼𝘁 𝗦𝗮𝗹𝗲𝘀 If you’ve ever sat across from a client who feels completely lost—maybe their bank account was just frozen, or they received an IRS letter they don’t understand—you know that this isn’t about sales. It’s about trust. Tax debt is one of the most stressful challenges someone can face. And when they turn to their CPA, attorney, or financial advisor, they’re looking for 𝘨𝘶𝘪𝘥𝘢𝘯𝘤𝘦. I realized early on that the best way to grow my practice wasn’t to convince clients to choose me—it was to show their trusted advisors that I could be 𝘵𝘩𝘦𝘪𝘳 trusted resource. 𝗪𝗵𝗮𝘁 𝗜 𝗗𝗶𝗱 𝗜𝗻𝘀𝘁𝗲𝗮𝗱 𝗼𝗳 𝗔𝗱𝘃𝗲𝗿𝘁𝗶𝘀𝗶𝗻𝗴 I made it my mission to connect with the people who encounter clients with tax debt problems long before I ever do: - CPAs trying to explain IRS notices to accounting and tax prep clients. - Bankruptcy attorneys helping clients who have tax issues that can’t be discharged. - Financial advisors who know their clients need tax resolution before they can move forward. Instead of pitching myself, I listened. I asked what their clients needed, what they needed, and how I could make their lives easier. And then I followed through. 𝗛𝗲𝗿𝗲’𝘀 𝗪𝗵𝘆 𝘁𝗵𝗶𝘀 𝗪𝗼𝗿𝗸𝘀 1. 𝗥𝗲𝗳𝗲𝗿𝗿𝗮𝗹𝘀 𝘄𝗶𝘁𝗵 𝗥𝗲𝗮𝗹 𝗧𝗿𝘂𝘀𝘁    When a CPA or bankruptcy attorney refers their client to me, that client already trusts me because they trust the person who sent them. That trust shortens the gap between problem and solution, and it’s something no ad can replicate.     2. 𝗦𝘁𝗿𝗼𝗻𝗴𝗲𝗿 𝗣𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀    Those early connections didn’t just send clients my way—they became partnerships. These are people I can call for advice, collaborate with, and send referrals back to when my clients need their help.     3. 𝗔 𝗥𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻 𝗳𝗼𝗿 𝗥𝗲𝘀𝘂𝗹𝘁𝘀    Doing great work for one client leads to another referral. And another. Over time, the effort I put into those relationships started snowballing. I didn’t just build a business—I built a reputation.     When I first started, I decided my niche would be promoting myself as a tax debt attorney who would do the right thing within a sea of fraudulent tax firms. And that started with creating trust.

After working through a particularly challenging project with tight deadlines and a lot of moving parts, I’ve been thinking a lot about how much trust really matters in our work. Trust is the foundation of strong relationships, and without it, things don’t move forward as smoothly. Whether you're aligning with clients, collaborating with colleagues, or leading a team, trust is essential. 1️⃣ Consistency Matters By delivering on what we promise and meeting expectations consistently, we build a foundation where everyone knows they can rely on each other. 2️⃣ Transparency Builds Confidence Keeping everyone in the loop—whether it’s about timelines, challenges, or changes—helps make sure we’re all aligned and working toward the same goals. 3️⃣ Empathy Strengthens Collaboration Taking the time to really listen and understand what clients and colleagues need creates stronger, more productive relationships. 4️⃣ Leading by Example Sets the Tone By being accountable and acting with integrity, we encourage others to do the same, building a more collaborative and supportive environment. 5️⃣ Acknowledging Mistakes Fosters Trust Embracing challenges as opportunities to learn and grow, and acknowledging when things don’t go as planned, allows us to build stronger, more resilient relationships. Building trust isn’t something that happens overnight—it’s an ongoing process where every interaction contributes to a positive, productive environment. Whether it’s through follow-through, open communication, showing empathy, or acknowledging mistakes along with a growth mindset, each step helps strengthen our relationships. #LeadershipDevelopment #ClientRelations #TrustBuilding #Teamwork #Collaboration #Empathy #GrowthMindset

The most powerful way to build trust with a client? Stop trying to look impressive. Getting Naked by Patrick Lencioni changed the way I think about client service. It’s not about being the smartest person in the room. It’s about being the most real, the most invested, and the most vulnerable—even when that’s uncomfortable. Here are three ideas from the book that stuck with me: 🔹 Admit what you don’t know Clients don’t expect perfection. They expect honesty. Saying “I don’t know, but I’ll find out” earns more credibility than pretending. 🔹 Ask dumb questions The best consultants aren’t afraid to ask what others are too insecure to voice. Sometimes a “dumb” question unlocks the real issue. 🔹 Make the client look good You’re not there to showcase your brilliance. You’re there to serve. The best compliment you can get is: “They helped me win.” If you're in client service—especially in consulting or cybersecurity—Getting Naked is a must-read. It’s not about being polished. It’s about being present, human, and useful, everything else will figure itself out. #ClientService #SecurityLeadership #CyberSecurity

🤝 What builds trust when teams are large, fast-moving, and under pressure? I work with large, complex organizations - where a dozen (or more) leaders need to align, collaborate, and deliver together. And here’s what I’ve seen time and again: 👉 Trust can be one of the first things to falter… and the hardest to repair. But trust doesn’t happen by accident. It’s built — intentionally — one interaction at a time. Here are five simple and real-world strategies my C-Suite clients rely on to build trust that lasts. 🔹 Do what you say — every time. Reliability is the fastest path to trust. No reminders needed. 🔹 Share openly, regularly, and briefly. Quick and honest updates reduce surprises and build credibility. 🔹 Clarify roles. Ambiguity breeds mistrust. Get clear on who does what – from the start. 🔹 Give credit generously. Spotlight others often. Trust grows when egos shrink. ➡️ What would you add to the list for how to build trust in the workplace? #Leadership #TrustBuilding #Collaboration #ExecutivePresence #CLevelTips Thinkers50 Global Gurus 100 Coaches Agency