Client Trust: Your Business Imperative-Client Trust: Your Business Imperative Recording

Video Transcription

Video Summary

In this webinar, C.W. Miller discusses the importance of trust in building relationships with clients. He emphasizes the difference between customer service and customer satisfaction, with the latter being more specific to the needs and expectations of individual clients. C.W. highlights the three phases of trust: ability, integrity, and emotions, and suggests that trust is rarely present or absent, but rather exists on a spectrum. He emphasizes the importance of open and honest feedback in building trust, and highlights the role of emotional intelligence in managing reactions to feedback. C.W. provides seven keys for building trust, including being accountable, responding with respect and concern, celebrating success, being honest and accepting feedback, viewing shortcomings as opportunities, seeking win-win solutions, and being purposeful and proactive in building trust. He also suggests specific activities such as engaging in open and honest conversations with clients about their expectations and concerns, as well as acknowledging and addressing any feelings of betrayal. Overall, C.W. emphasizes the importance of taking action to build trust and create lasting relationships with clients.

Keywords

trust

building relationships

clients

customer service

customer satisfaction

open and honest feedback

emotional intelligence

accountable

honesty

lasting relationships