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’s such an important part of your business. It’s important for you to work with your team and with doctors who refer their patients to you, and it’s important for your distribution sources and patients to have faith in you, 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 teammates and your patients trust you because you are qualified and have years of experience.
RELIABILITY
This relates to our actions and 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 3.30 pm appointment but they don’t get in until 4 pm, you’re not coming across as reliable. Or if someone has promised to deliver a report and doesn’t get it done, they’re not showing up as dependable.
INTIMACY
This relates to our emotions, people-feeling, and being 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 undiscussable.
For example – if you’re having multiple patients referred to you, it’s understandable that sometimes you can’t refer back. But you can educate them 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’re interested in what’s best for the team, not just yourself.
What Can You Do? A Trust Checklist
Take a look at yourself and ask a few questions…
- Do I engender trust?
- Am I credible? Do I know what I’m doing?
- Am I good at it?
- Can I assure the same level of service excellence again and again?
- Am I consistent? Approachable? Reliable?
Is there anything you need to work on? Which of these variables needs to be lifted or reduced so you can be someone people TRUST?
