Written by Eva Normell, Partner at Purple Ivy AB
Based on an internal discussion
To us at Purple Ivy, trust is strongly linked to sustainable profitability. When you put trust first, the bottom line usually takes care of itself.
Trust is something that often comes up high on the strategic areas that will help our customers achieve their long-term strategy.
The interesting thing is that when you start discussing what trust is, it is not obvious. The first thing that people think of is predictability. But that doesn’t even cover half of the meaning behind trust.
Trust is not what you do, it’s a mutual feeling between two people: an employee towards his/her employer, or a customer to a company.
The trust is often tightly connected to why two people start a relationship, the reason for starting an employment, or the reason why the customer chose a specific provider of a service/product.
In every meeting, you either build Trust or deteriorate Trust.
Of course, predictability is important when we talk about trust, but it is not enough. To build trust you also need to have an exchange of values with someone. These values are often unspecified to some degree.
When you trust somebody, you become more open to explore the unknown and take risks, which gives you the possibility to experience new things.
In our Team, we have discussed how we can build trust both within our team, but also with our customers. The conclusion is that to build and maintain trust in a team or organization when more than 2 people are involved, you need to make it systematic or it easily gets lost or fades in importance.
So, how can you systemize the building of trust?
Well internally we do it by
- actively following up on our values,
- seeing and actively trying to understand every individual,
- sharing our stories and competences,
- selling and working in teams.
Building trust with our customers comes through
- meeting the customer where they are, listening, and really understanding their journey,
- seeing which individuals at the customer’s site that will grow with our assignment and help them do so,
- being very transparent on what we cannot do,
- sharing our way of working through our values – be curious, share energy, give courage and create value.
We are in the beginning of our journey, but we can happily share that our systematic way of building trust works, and that trust is strongly linked to sustainable profitability.