How to Show Initiative to Earn Trust

Please don't show up to your first call with a customer and introduce yourself as their Trusted Advisor. The title Trusted Advisor is earned not given. Just because you're a CSM supporting a customer does not mean they view you as their trusted advisor. I was fortunate enough to have a leader when I first started as a CSM who required that everyone on the team read the book, The Trusted Advisor by David Maister, Charles Green and Robert Galford. While I was never a fan of "required reading" this book helped me better understand how to bring value to my customers and how to earn their trust over time. Too often I see and hear CSMs introduce themselves as their customer's Trusted Advisor, but that's not something you are it's something you aspire to be seen as. So a better way to say this would be, "Hi, my name is XYZ and I am your CSM. My role in the partnership is ABC and hopefully in time you will view me as your Trusted Advisor in the partnership." You've made your aspirations clear to them, but you still need to deliver. So if you want to be achieve this coveted relationship status focus on the following: ▶ Become a product expert; understand the use cases and best practices of your solution. Learn how other customers are creatively using your product and share that with customers. Be able to effectively train and enable your customer to use the product in accordance with their goals - don't just show them features that are irrelevant. ▶ Do what you say you're going to do; make sure your follow up game is strong. Ensure good communication and follow through on tasks and projects with your customer. ▶ Focus on building good relationships with your customer; everyone is different so make sure to get to know what they value as an individual and show up for them appropriately. ▶ Make sure your motives align with their success. If you're a CSM who's responsible for upsell or cross-sell, understand where new products are relevant and going to provide value for your customers. Focus on providing value to customers and not just checking an internal box for activity tracking and you'll start to see that your customers will view you as an extension of their team ... And when they do, you'll know. Happy Monday!

Leadership trust isn’t about words. It’s about  what you do when no one’s watching… Most think trust is about being liked. It’s not. It’s about consistency. In 25+ years I have worked with 100s of leaders. And one insight stands out. Leadership trust is not built in big moments. It is built in small, repeatable actions. Here’s how: 1/ Micro-Promises Multiply ↳ Promise what seems too small. ↳ Deliver it 24 hours early. 2/ Expensive Truth Rule ↳ Share bad news first, in person. ↳ Say: “Here’s what I’m doing about it.” 3/ Power Hours ↳ Block 2-4 PM for crisis-only access. ↳ Protect focus time. Say "not now." 4/ Silent Defense ↳ Never defend yourself in meetings. ↳ Defend your team when they’re absent. 5/ Predictable Power ↳ Set auto-replies with exact response times. ↳ Beat your own deadlines by 10 minutes. 6/ Inverse Spotlight ↳ Take blame before facts are known. ↳ Praise moments, not just results. 7/ Crisis Capital ↳ Show up first when things break. ↳ Stay last until stability returns. → → Swipe to learn more see why these work When trust breaks? Don’t explain. Demonstrate. Act first. Apologize later. What will you add to this list? 👇 ↓ Save this for your next new leaders training ♻ Repost to help other leaders develop trust ➕ Follow Adi Agrawal for more leadership insights

Where ideas flow freely and everyone seems to have a solution to a problem, there’s one element that stands out: execution. From conversations with successful people and through my own experiences, I’ve learned that while everyone can envision success, very few consistently deliver on time. It’s this ability to execute, reliably and promptly, that separates great leaders from the rest. The “Getting It Done” Mindset Many individuals have brilliant ideas, insights, and solutions. But here’s the kicker: turning those ideas into results within a set timeframe is an entirely different ballgame. Saying, "I’ll have this task completed by 9 AM tomorrow" and actually following through, time after time, is a skill—a rare one at that. This level of discipline signals accountability, reliability, and the drive to lead and manage effectively. Why Timeliness Is a Business Advantage Meeting deadlines isn’t just a checkbox on a to-do list. It reflects a person’s professionalism and commitment to their work. In my experience, those who prioritize timely execution not only build stronger relationships with clients and colleagues but also demonstrate their ability to shoulder responsibility and execute business visions. Building Trust Through Accountability When someone consistently delivers as promised, it inspires trust. This is especially crucial when leading a team, managing clients, or growing a business. As business leaders or aspiring entrepreneurs, this commitment signals to others that we are trustworthy partners. And, perhaps more importantly, it cultivates a reputation for reliability, a key asset in any professional environment. How to Start Building This Skill For those looking to develop this critical skill, here are a few strategies: Set Clear, Achievable Deadlines: Break down your tasks and establish realistic deadlines. Stay Accountable: If you commit to a deadline, stick to it. Use accountability tools or even public commitments if necessary. Practice Consistency: True reliability shows over time. Make it a point to deliver on time consistently, regardless of the task size. Learn to Prioritize: Focus on high-impact tasks first to avoid last-minute rushes that can affect quality. The ability to follow through on your commitments reliably is not only an asset for you but an indicator to others that you can lead and manage effectively. After all, leadership isn’t just about setting visions; it’s about executing them on time, every time. Takeaway: If you want to stand out in business, work on your ability to get things done on time. It’s simple, but it speaks volumes.

Want to build trust quickly in a new role? Focus on demonstrating ownership through specific actions rather than making broad promises. I've noticed that the fastest way to earn trust isn't through words - it's through consistently delivering small wins while being transparent about challenges. Find something concrete you can improve in your first week, no matter how small. The key is to combine action with honest communication. Don't just identify problems - propose solutions. Don't just highlight challenges - show your thought process for addressing them. Remember: Trust isn't built through grand gestures but through the accumulation of small, consistent actions that show you're invested in the team's success.

Ever feel like your leader won’t let you into the “bigger” conversations? Or that they like you, but… they keep you at arm’s length when it comes to decision making? 😕 It can be frustrating when you know you have MORE to contribute but keep getting sidelined. So what do you when this happens?? 🧱 𝐁𝐮𝐢𝐥𝐝 𝐭𝐫𝐮𝐬𝐭 𝐟𝐢𝐫𝐬𝐭 - Trust is earned over time through consistency. - Start by delivering on what’s already expected of you—and then exceed those expectations. - Be reliable and follow through on your commitments without needing constant oversight. 🧱 𝐒𝐭𝐚𝐫𝐭 𝐬𝐦𝐚𝐥𝐥 - Don’t try to take on the biggest projects right away. - Offer to assist with smaller tasks, like drafting a document or preparing background research. - The goal is to build credibility in manageable steps. 🧱 𝐂𝐥𝐚𝐫𝐢𝐟𝐲 𝐡𝐨𝐰 𝐲𝐨𝐮 𝐜𝐚𝐧 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 - Ask questions that show you’re invested: “What’s keeping you up at night?” or “Where could I step in to free up your time?” - Leaders want to know that you’re aligned with their priorities, not just your own. 🧱 𝐎𝐟𝐟𝐞𝐫 “𝐟𝐢𝐫𝐬𝐭 𝐝𝐫𝐚𝐟𝐭” 𝐡𝐞𝐥𝐩 - If they’re working on something big, volunteer to create the first draft. - This lightens their load and gives you an opportunity to showcase your thought process. - Even if they change everything, they’ll appreciate you taking the initiative. Sometimes the path has to be laid one brick at a time and that’s okay. 🔑 The key is to earn your way in, then no one can shut you out! Want to learn more about excelling in roles that support leaders? 🔔Follow me Melanie Jones The Chief of Staff Coach for more actionable advice every day 🤗