{"id":3077,"date":"2016-01-19T15:18:33","date_gmt":"2016-01-19T20:18:33","guid":{"rendered":"http:\/\/www.trustacrossamerica.com\/blog\/?p=3077"},"modified":"2016-01-19T15:18:33","modified_gmt":"2016-01-19T20:18:33","slug":"dont-give-the-customer-what-they-want","status":"publish","type":"post","link":"https:\/\/www.trustacrossamerica.com\/blog\/?p=3077","title":{"rendered":"Don’t Give the Customer What They Want"},"content":{"rendered":"

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Certainly, everyone who has studied marketing learned the rule of\u00a0“Giving the customer what they want.” But too often what the customer wants and what the customer actually needs are not the same.<\/p>\n

For example, ask most leaders whether they believe a need exists to elevate the level of trust in their organization and without the blink of an eye, the answer will be a resounding “No!” Their understanding of organizational trust extends no further than increasing quarterly earnings, keeping Wall Street happy and following the advice of the general counsel. But if the level of organizational trust was what\u00a0leaders believe it to be,\u00a0innovation would be at an all time high, as would\u00a0employee engagement and retention, those Glassdoor reviews would read a whole lot better, and decisions would be made, as Stephen M.R. Covey likes to say, “at the speed of trust.”<\/p>\n

So why the glaring disconnect? It begins with the leader\u00a0who simply does not know the right questions to ask\u00a0and ends with the paid “experts”,”gurus” and “consultants” who deliver what many call “the happy talk song and dance” in the form of NSA trained and scripted speeches and seemingly quick and painless fixes forgotten before the ink dries on the check. It’s simply a revolving door of wasted time and money delivering what the customer wants.<\/p>\n

The truth is that strategic trust not only takes time but also expertise to develop and implement. It requires leadership commitment, an understanding of organizational culture and core values, Board support, stakeholder buy-in and daily practice. It’s not built through happy talk and pre approved PowerPoint presentations, and rarely is it a quick fix. It requires a leader with a willingness to explore, with the right professionals (and there are only a handful), not what they believe they want but what they actually need. It requires vulnerability and a long-term perspective.<\/p>\n

It’s no secret that most leaders continue to hold firm to the argument that the business case for trust <\/a>simply does not exist, even though it does and continues to grow stronger. If you are a leader who wants to build organizational trust but cannot answer these questions<\/a>, find someone who can help you. The returns will be game changing and the organization will flourish. If you are a service provider, stop giving the customer what they (think) they want and\u00a0instead,\u00a0take the time to find out what they need. If you are not the right person to fill that need, offer to help locate someone who can.<\/p>\n

Barbara Brooks Kimmel<\/strong>\u00a0is the CEO & Cofounder\u00a0of\u00a0<\/span>Trust Across America-Trust Around the World<\/span><\/a><\/span>\u00a0whose mission is to help organizations build trust. She facilitates the world’s\u00a0largest membership program<\/span><\/a>\u00a0<\/span>for those interested in the subject. Barbara also serves as\u00a0editor of the award winning\u00a0<\/span>TRUST INC.<\/span><\/a><\/span>\u00a0<\/span>book series and the Executive Editor of\u00a0<\/span>TRUST! Magazine<\/span><\/a><\/span>. In 2012 Barbara was named \u201cOne of 25 Women Changing the World\u201d by Good Business International.<\/span><\/p>\n

Have you seen our 2016 Trust Poster<\/a>? It’s changing the way organizations do business.<\/p>\n

Copyright 2016, Next Decade, Inc.<\/p>\n