How to Build Trust in an Untrusting World
People do business with people they like and trust. However, being trusted is an uphill battle in today’s world. Twenty years ago people thought, “I trust you until you give me a reason not to trust you.” But today, it’s just the opposite. People think, “I don’t trust you. You’d better give me several reasons to trust you.”
A Gallup Poll study on trust resulted in some very interesting conclusions. It rated the trust levels people had for various professions. Topping the list in trust level was pharmacists with a trust level of 64 percent, the highest of any profession. Medical doctors had a trust level of 57 percent, bankers 30 percent, journalists 22 percent, and stock brokers 19 percent. Congressmen were ranked at 17 percent and real estate investors at only 16 percent. Only lawyers, insurance salesmen, network marketers, and car salesmen rated lower than investors. This means, that as an investor, most of the people don’t trust you to start with, so you have to work pretty hard to gain their trust.
One of the most important things you can do to gain a person’s trust is to really care about them and their problems. You need to take off your hat that says Real Estate Investor and put on a hat that says Problem Solver. When we are talking to someone about purchasing their home, they really don’t care how much we know about real estate, but what they do care about is if you can help them solve their problem.
In order to be able to solve their problem, you must learn about the problem. You will find that as you listen, listen, listen, you will eventually find out what problems people are trying to solve. If you listen carefully, you will learn that most people will even give you some good hints as to how to solve that problem. So, learn how to listen and get to know the people you are dealing with.
In addition to being a good listener, there are five other components to developing trust. Kurt Mortensen, author of Maximum Influence and Persuasion IQ, defines the five C’s of trust as:
• Character
• Competence
• Confidence
• Credibility
• Congruence
If you are weak in any of these areas, it could cause a lack of trust and the loss of a good deal.
Character is comprised of honesty, integrity and sincerity. Do what you say you will do, every time. If you promise you will get back to someone with an answer today, get back to them today. If you make an appointment to meet someone, be there. You need to be as good as your word.
Be honest in everything you do. If you make a mistake, quickly admit it. Nothing hurts trust more than a person knowing you made a mistake and you won’t admit it. If you quickly admit your mistakes, it makes you more human and your trust level grows.
Find out what is good about your competition. If you talk about what’s good with your competition, your prospect will see you as impartial and will think of you as someone looking out for their own best interests, whereas, if you openly speak negatively about your competition, then the trust level between you and your prospect will decrease.
If you honestly and sincerely try to help people solve their problems, you will be perceived as a person of impeccable character…someone people can trust.
Competence is based on your intelligence, expertise, and knowledge. Your prospects need to know that you are competent, but this will become apparent through your actions, rather than through your words. This is why real estate investing education is so critical to your success. Knowing how to put the deal together correctly will validate your competence.
While you don’t want to brag, citing your past work as an investor will help you look competent. As you buy, fix, and sell homes, be sure to take before and after pictures. That way you can show new prospective buyers and sellers your past work. A picture is worth a thousand words in building peoples’ perception of your competence.
You can also get testimonials from previous customers with positive experiences. Testimonials are one of the most effective techniques used in sales today. Don’t be afraid to use them. Just get permission from the individuals before showing their thank you letter to others or using them in your advertisements.
Confidence comes with experience, so until you are very confident, you may need to fake it a little. But you can do a couple of other things. Lower the tone of your voice. When we are unsure of ourselves, our tone tends upward. Deflect your vocal tone downwards at the end of a sentence and you will sound more confident. Also, ask more questions and you will be perceived as more confident and in control. Good doctors, managers, and lawyers ask questions.
Credibility relates to people getting the feeling you know what you are talking about. But, when speaking with clients, you need to be careful not to come across as arrogant. Just present yourself in a calm, organized, and authoritative manner without being overbearing. Having a third party give you an introduction is always helpful. And if you are truly helping people solve their problems, you will have lots of people ready to refer you to their friends.
Congruence is basically consistency. Your words must match your actions. Again, do what you say you will do, when you say you will do it. Follow-up is necessary on all the details. Create a system to keep things from falling through the cracks.
We do business with people we like and trust, and we like to do business with people that are somewhat similar to ourselves. These are not necessarily conscious thoughts in our minds since 95 percent of our decision-making process takes place in the subconscious mind. A big part of our buying or selling decision is based on emotion and not on logic. So we need to deal with people more on an emotional level. If we trust someone, we emotionally feel safe with them and we are more likely to go along with what they say or offer.
One last trait that will help you get people to want to do business with you is to have charisma. It can be added as the sixth C of trust.
Charisma can be defined as people’s perception of your enthusiasm and likeability. People may trust you, but your enthusiasm is what will finally get them to do business with you. How can you gain the skill of charisma? For starters, just smile. Smiling is universal around the world. A smile can warm up any conversation, even if it is on the phone. People can hear charisma in your voice if you are smiling.
In face-to-face conversations, make good eye contact. If you talk to someone who doesn’t make eye contact with you, you will have a feeling you can’t trust them. Good eye contact says, “You can trust me.”
When talking to people, show your passion. If you believe in what you are doing (and you should), show your excitement in helping people solve their problems. People can feel your passion and enthusiasm and will follow your lead.
You should always be working to improve all of these components, but pay close attention to those areas that may need additional improvement. Improving these traits will pay off in your investing. Practice your people skills every time you talk to someone and soon your new skills will become habits. Give people numerous reasons to trust you and they will like you and want to give you their business!