Lower Self-Orientation to Build Trust
Apply the Trust Equation to identify which trust variable is limiting a key account relationship.
In strategic accounts, trust is not just being right. It is being clearly on the customer's side of the problem. Credibility: can they believe you? Bring evidence, pattern recognition, and business fluency. Credibility is damaged when you overclaim, hide uncertainty, or translate every issue into product language. Reliability: do you meet expectations? Reliability is built through clean commitments. Send the note when promised. Close the loop on the escalation. Do not create invisible work for the customer to chase. Intimacy: can they be candid with you? Sponsors share real context when they believe you will handle it carefully. Protect confidential…
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