Trust Building Lessons from Unusual Places

"Traffic is a little heavy today because of the weather. I'll have you to the hotel in 39 minutes." - Maas, my Uber driver

That's how my trip from the airport to the hotel in downtown New Orleans started. I had the privilege of participating in the Louisiana Association of Broadcasters Annual Convention. The app said it would only take 15 minutes, but Maas, my driver, was setting a more realistic expectation. It really didn't matter to me; there was plenty of time to make it to the evening reception. But what Maas did not only set expectations, but he also built trust.

We are in the communications business, yet sometimes, it seems we struggle to communicate effectively. At RAB, we offer a highly popular training session called "Your Words Matter." In this session, we focus on words to avoid. In today's tip, I want to share phrases that build trust. Trust among colleagues, leaders and, of course, clients and prospects.

I'm drawing inspiration from a recent article from Plumber Magazine entitled: Communication Tips for Field Techs Who Want to Stand Out.

Here are the phrases they suggest that will build trust. I've modified some slightly to fit our role.

I'm not sure, but I'll find out for you. No one expects you to know everything. What customers want is honesty and follow-through. This phrase shows humility and initiative, and it beats making something up any day.

Can you walk me through what marketing efforts have been undertaken so far? If you're working with a client who has advertised before, asking this question can guide you on how they evaluate results and what they like and don't like. Is there anything else I can help with before I wrap up? This is a great way to go the extra mile. It's also a great way to uncover future opportunities. Let me explain what we're doing today. Customers appreciate knowing what to expect. Taking 30 seconds to outline the plan or purpose of the meeting — without using confusing industry jargon — can calm nerves and make you look like a total pro. This helps set expectations like my driver, Maas, telling me how long the trip would take.

Thanks for the heads up. When someone points something out, even if it's a critique or a problem, this response shows you're receptive and professional. It allows you to understand without being defensive. It will enable the client to be heard.

Because of the expectation that Maas set, I had the time to write this article on the drive. His trust-building and communication gave me the ability to take care of an essential task with no stress.

Try these trust-building phrases next week and let me know how they work for you.

Happy Monday!

Think Big! Make Big Things Happen!

Jeff Schmidt is the SVP of Professional Development. You can reach him at Jeff.Schmidt@rab.com. You can all so connect with him on X and LinkedIn.