1: Building Trust 

read time 4 minutes

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Content Summary:

• A lesson on trust-building (& 3 traits of successful trust builders)
• 3 must-read books on building trust
• 1 quote on trust-building

A LESSON ON TRUST BUILDING (& 3 TRAITS OF SUCCESSFUL TRUST BUILDERS)

I learned the hard way that trust is built slowly but can be lost in an instant.

Trust is a delicate currency in professional relationships—built over time but fragile enough to vanish in an instant. In 2013, I learned this lesson firsthand when I challenged a key client without having established sufficient trust. My foolishness led to repercussions that taught me the irreplaceable value of trust in client management.

Within a week after I challenged him, he demanded I be removed from the account. 

Just like that, a significant part of my book of business was gone. 

I was lucky I wasn't fired. It was a hard lesson, but one that provides valuable insight for anyone navigating client relationships. I wouldn't change the experience as it taught me an important lesson on what makes a valuable sales rep. Since then, I've studied what it takes to build authentic trust with clients (and people). 

Here are 3 traits that all successful client relationship managers embody (but I think this goes for any relationship):

Trait 1: Trustworthiness

Building trust is fundamental to successful relationships.  It involves integrity, reliability, and consistently delivering on promises. People need to feel confident that their interests are prioritized and that they can rely on your expertise and honesty.

Trait 2: Patience

Patience is essential in client relationship management. It's about understanding that relationships take time to develop, and that each client has their own pace. Patience allows you to listen attentively, address concerns effectively, and navigate through challenges without rushing decisions.

Trait 3: Proactiveness

Being proactive demonstrates your commitment to anticipating and addressing client needs before they arise. It involves staying ahead of potential issues, providing timely solutions, and offering valuable insights that enhance the client's experience. Proactive communication fosters trust and strengthens the client-manager partnership.

Trust is earned through consistent actions—make every interaction count. They all matter.

3 MUST READ BOOKS ON BUILDING TRUST

1. "Setting the Table" by Danny Meyer

   This is one of my favorites about hospitality and business management, drawn from Meyer's successful career as a restaurateur in NYC.

   "Business, like life, is all about how you make people feel. It’s that simple, and it’s that hard." - Danny Meyer

2. "How to Win Friends and Influence People" by Dale Carnegie

   A classic that offers timeless principles for improving interpersonal skills and building positive relationships. 

   "You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you." - Dale Carnegie

3. "Give & Take" by Adam Grant

   A great read that explores how different reciprocity styles—givers, takers, and matchers—impact success in both personal and professional life. Hint - giving is really the foundation for everything. 

   "The more I help out, the more successful I become. But I measure success in what it has done for the people around me. That is the real accolade." - Adam Grant

Thanks for reading!

Jon Giganti Author. Speaker. Leader.

Attention requires a focused head.
Intention requires a focused heart.

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