Global research (2017) found that one of the most important drivers of great customer experiences is how much the customers trust team members to take responsibility for customers’ needs and wants. It’s never ‘held up in the system’ , it’s never ‘someone else’s job’ or any other vague excuse. Heartists step up and speak up because they ask themselves, if not me, then who? And when we do this, our guests trust us more, they feel even more loyal and the time they spend with us makes them even happier. Ling-Yee Li, E., Liu, B. S.-C., & Luk, S. T. K. (2017). Customer Participation Behavior in High-Versus Low-Contact Services: The Multiple Roles of Customer Trust. Journal of Global Marketing, 30(5), 322–341. https://doi.org/10.1080/08911762.2017.1343886. LITTLE promises SHOWS THAT WE ARE the real deal. Keeping EVEN THE
Being the real deal fuels our trustworthiness.
TRUST IS THE THING THAT CHANGES EVERYTHING.
Being the real deal means we are accountable for ourselves. We own us. We are personally accountable for how we choose to feel and think, and what we choose to say and do. And when we are personally accountable for ourselves, we build trust. We build our trustworthiness. And trust makes everything better. Every single thing that we do in our lives can be done with or without trust – but doing it with trust is always better. Working with people we can trust, people who are the real deal, makes everything more enjoyable. We laugh more, we learn more, we achieve more and we feel better about ourselves and others.
56 | TWO: PEOPLE WANT THE REAL DEAL
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