The Trust Equation

in /by

These four variables are what we use to measure trust in people – even though we aren’t aware of it… we measure people up all the time and how we think and feel about these variables, all of them combine to give us and others a level of trustworthiness.

We often think of ‘currency’ as the transfer of money.  And that’s true.  But there are other ways to think about and apply the term.   For example, how you conduct your business can be thought of in terms of currency – how you trade your services and what you get in return for those services.  And on the flip side – your patients pay for your services and what type of service they get from you.

Why Is Trust Important For Your Business?

So let’s talk about TRUST.  It is such an important part of your business.  It’s important for you working with your team, doctors that refer their patients to you, for your distribution sources to have faith in you and for your patients as well.

As professionals we like to think we are trusted advisors for our patients and that we have credibility due to our knowledge, training and expertise.  By being aware of the TRUST EQUATION – you are able to look at different aspects of yourself and how you relate to people.

The Four Trust Variables

CREDIBILITY

This relates to how we use words, our credentials and honesty.   Take a look at yourself… Are you credible?  Do you know what you’re doing?  Are you able and are you qualified?

Your team mates and your patients trust you because you are qualified and have years of experience.

RELIABILITY

Relates to actions and by keeping our promises.  Doing what you say you will do.  But there’s more to it than that. For example, if you say someone has a 3.30pm appointment but they don’t get in until 4pm – you’re not coming across as reliable.   Or if someone has promised to deliver a report and doesn’t get it done – not showing up as dependable.

INTIMACY

Relates to our emotions, people feeling able to talk about difficult things.  Allow for those deeper conversations and take time to regard the emotional and spiritual aspects of your patients.  Your team needs to know they can rely on you when they reveal confidential information.  Your patients need to trust in you in caring for their health.

SELF INTEREST / ORIENTATION

Can you keep a reasonable level of self interest?  Self Interest relates to our caring – our focus on us or them… If it’s all about you – people won’t trust you.

Our job as business owners, is to be able to look at the interests of others and consequently create that element of trust.  Talk about issues that need to be talked about – discuss the undiscussables.

For example – you’re having multiple patients referred to you – it’s understandable that sometimes you can’t refer back.  But you can educate on what you do.  Follow up with the referring doctor and send a report on the patient they’ve referred to you

Show that you are interested in what’s best for the team – not just for yourself.

What Can You Do?  A Trust Checklist…

Take a look at yourself and ask a few questions…

  1. Do I engender trust?
  2. Am I credible? Do I know what I’m doing?
  3. Am I good at it?
  4. Can I assure the same level of services excellence again and again?
  5. Am I consistent?  Approachable?  Reliable?

Is there anything you need to work on?  Which of these variables needs to be lifted or be reduced – so you are someone people TRUST…

Til next time…