You Can Count on Me

When I was in college, I had a cherry red 1963 convertible Volkswagen Beetle.

Boy, that car could turn some heads.

But eventually I kept having a problem – it would stall randomly when I was sitting at a traffic light. Consequently, I never knew if I could trust it to get me where I needed to go.

As I discussed in my previous post, there are three elements to trust: credibility, reliability and motivation.

Reliability is the repeated fulfillment of expectations.

Those expectations are created in one of four ways:

  • Internal beliefs about how things “should be”
  • Previous experience
  • An inference from a related experience
  • An expressed or implied promise by someone else

For financial advisors and financial planners, trust can be grown by carefully establishing, confirming, managing, and fulfilling client expectations.

This allows you to synchronize what your clients and prospective clients are expecting you to do and what you actually do.

Here are three easy steps to make that happen:

  • Clarify – during every client interaction, take the time to outline next steps by reviewing who will do what by when.
  • Fulfill – do what you said you were going to do
  • Remind – Communicate your action back to the client so they see their expectations fulfilled (or even exceeded).

Ultimately, my mechanic and I discovered that the stall was due to an electrical short triggered whenever I turned on my turn signal. Obviously, I wanted to use my turn signal so other drivers would know what to expect!

So, with a few quick electrical upgrades, I was back to having a car I could count on!

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