Trust and the Importance of Consistency

Consistency is a key component of trust. We learn to trust something when it operates as expected every time we use it. We learn to trust someone when their actions are consistent with their words. Without repeated demonstration of what is promised, there can be no trust. So, what are three common ways consistency and trust are eroded?

1.      Changing stories – It is easy get caught up in providing a play-by-play as events are unfolding. If not handled properly, this can backfire when things change direction causing you to appear to have been misleading the other party. To avoid this, try to ensure you have explored all possible outcomes before communicating and communicate fully about what those possibilities are.

2.      Recurring errors – Murphy’s Law often seems to be in play, and there can be situations where different errors continue to occur with the same client. To combat this, take time to review procedures and daily functions with an eye towards what more can be done to prevent human or other errors.

3.      Multiple messages – Nothing is more frustrating to clients than to learn that something they were told previously by someone else at your company is incorrect. Clients, colleagues, and partners should receive the same level of service no matter who they speak to. Internal processes and training should be evaluated to ensure that all team members are on the same page. And, if you are a team member who sees inconsistencies, speak up!

Trust must be earned. Furthermore, although trust can be difficult to earn, it is easy lose and nearly impossible to regain. This is why it is so important to be vigilant about consistency.