Does today demand a different type of trust?

"The best way to find out if you can trust somebody is to trust them."

-- Ernest Hemingway

Up until a couple of weeks ago, I must say that I had a very traditional mindset on how to build rapport and trust with customers and partners meeting face-to-face, looking at people eye-to-eye, shaking hands. It's a practice I’ve refined by decades of meetings with customers and partners throughout Latin America -- requiring an average of more than 45 weeks of travel every year!

However, like many of you reading this post, a couple of weeks ago I faced an unprecedented challenge: Tell our entire Latin America workforce of more than 5,000 employees to work from home, and shut down all travel to keep everyone in our extended SAP family safe, and help slow down the spread of the novel coronavirus.

Now like many, I have had to adapt to working remotely from a home office. I can no longer rely on “tried and true” methods, and with our team, we’ve had to uncover new ways to connect virtually with our customers and partners to continue to build upon years of face to face relationships grounded in mutual trust.

This has led me to reflect: Does this unique situation we presently live demand a new type of trust?

The Merriam-Webster’s Dictionary defines trust as a firm belief in the character, strength or truth of someone or something. For me, that has not changed. However, building and experiencing trust using virtual means, requires somewhat of a different approach.

While today there are many jobs that have been automated or that can be accomplished virtually, success will always hinge on the degree of trust. So, how do we maintain trust while working virtually? I have three suggestions:

Keep lines of communication open

Even if we cannot meet face-to-face with our customers or stakeholders, we can be in constant communication, giving assurance that we stand ready to deliver on our commitments for their success. The more we establish this transparency, the more we’ll strengthen the level of trust. 

Studies show that around 65% of communication is non-verbal, so try to make video conferencing a priority whenever possible. Tone is important too; this Harvard Business Review article about digital miscommunications gives some good advice.

Think beyond the “legal terms”

As business leaders, we are all learning how to reach agreements virtually, write and execute contracts without leaving our home office.

We rely on the protection of the legal language of contracts, but behind each agreement and transaction we close, the parties commit based on the trust they have built between them. This is especially important in today’s business environment. We agree and act based on the conviction that the other party is going to do their part. Trust is implicit.

Opportunity to innovate abounds

Although there is nothing like building trust by interacting in person, it’s safe to say that we may have to live within the current distancing restrictions for several more weeks or months.

Let’s rise to the occasion to do business in new ways. Hopefully when this is over, we will gain more time for meaningful engagement without requiring so much travel, and in the process, help reduce our carbon footprint!

This is a perfect time to embrace the opportunity to innovate and learn new ways to interact, engage, and build trust virtually. I’m in, are you?

Stay safe.

#WorkFromHome #StayHome #COVID19