The Truth About Trust in Business: How to Enrich the Bottom Line, Improve Retention, and Build Valuable Relationships for Success [Hardcover]

Vanessa Hall (Author)

Book Description

Publication Date: July 1, 2009

Praise for THE TRUTH ABOUT TRUST IN BUSINESS:
''I admire the important work Vanessa is doing in increasing trust in relationships, companies, and ultimately, in all society. She is truly a catalyst for the renaissance of trust taking place today.''
--Stephen M. R. Covey, author, The Speed of Trust

''Building and retaining trust is the cornerstone of every business and personal relationship. Vanessa Hall's book will deepen your understanding of the structures that go to making trust sustainable.''
--Peter Thompson, broadcaster; professor, Australia and New Zealand School of Government; author, Persuading Aristotle

''Vanessa's work on trust is world class. She is, in my mind, Australia's, if not the world's, thought leader on trust.''
--Matt Church, former CEO, Thought Leaders

Trust gets a lot of lip service in the business world, particularly in the current economic climate. But according to author Vaness Hall, few of us really understand what trust in, how to build it, and how to determine if others view us and our organizations as trustworthy. And issues of trust exact high costs for us--ethically and financially.

Hall delivers a three-pronged approach to building trust based on assessment of expectations, needs, and promises. With a practical model, compelling insights, real case studies, and easy-to-implement tips, Hall offers readers:

• knowledge of how to ensure that trust, once established, is not broken
• guidance on how to become more trustworthy brands and businesses, and
• assessment tools for determining how trustworthy you are in each area of business

Delving into sales, management, branding and marketing, customer services, and leadership, the guidebook gives companies and leaders the tools they need to earn trust, reap the rewards, and stand apart from the competition.

Editorial Reviews

Review

So essentially vital is the commodity of Trust; the glue in every interaction that we have. And so few have explored it so insightfully and comprehensively as Vanessa Hall has. A mind stretching and life changing read. --Allan Parker - International Negotiator, Educator and best Selling author of Switch on your Brain and The Negotiators Toolkit

Vanessa, I admire the important work you are doing in increasing trust in relationships, companies and ultimately in all society. You are truly a catalyst for the renaissance of trust taking place today. Keep making a difference and keep inspiring trust! --Stephen MR Covey Author of The Speed of Trust

The thing that I loved about your book, besides the colour and the nice, clean easy way of reading it is basically it s reminding people to stop and reflect, because if they really want to get what they want in life then they have to realise that trust is the key. You have to make sure that you set realistic expectations and you make sure you develop and live by what you say and you have integrity that way. That is the secret of getting what you want in life. That s an important message for people. The idea that you re taking that on as your mission I think is a great contribution. --Dr John Demartini Author of The Breakthrough Experience a revolutionary new approach to Personal Transformation and contributor to The Secret --This text refers to the Paperback edition.

About the Author

Vanessa Hall is an international author and speaker whose work emulates her life. Her business, Entente, is focused on building trust back into the business world, into homes and communities around the world. She has worked with some of Australia's largest organizations, speaks at conferences around the world, and has a team of accredited consultants.

Product Details

• Hardcover: 266 pages
• Publisher: Emerald Book Company (July 1, 2009)
• Language: English
• ISBN-10: 1934572179
• ISBN-13: 978-1934572177
• Product Dimensions: 9 x 6 x 1.1 inches
• Shipping Weight: 1.1 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #672,927 in Books (See Top 100 in Books)

Most Helpful Customer Reviews

1 of 1 people found the following review helpful

5.0 out of 5 stars A must read for any business leader and a valuable addition to any community library business collection September 13, 2009

By Midwest Book Review

Format:Hardcover

Trust is a more valuable resource than people give it credit for being. "The Truth About Trust in Business: How to Enrich the Bottom Line, Improve Retention, and Build Valuable Relationships for Success" is a guide to inspiring employee loyalty and trust, and pushing businesses to expand further on this trust. On so many levels, from customer and employee to CEOs, trust is something that is simply needed to keep a business honest, moving, and profitable. "The Truth About Trust in Business" is a must read for any business leader and a valuable addition to any community library business collection.

5.0 out of 5 stars Hall and her co-authors explore some interesting territory May 24, 2011

By Shel Horowitz

Format:Hardcover

When reviewing a book about trust in business, the first question is how does it stack up against Stephen M.R. Covey's wonderful The Speed of Trust. And the answer is that they're quite different. I'd recommend reading Covey first; he gives a thorough grounding in the basics, and lots of examples.

But also read Hall's book. Hall and her friends explore some deeper parts of the landscape, with fresh perspectives, and some visual aids that may make the whole thing more understandable to visual learners.

Hall's first lesson in the fragility of trust was delivered by her then-nine-year-old son, who accused her of breaking "we might" statements that he saw as "we would"--in other words, promises.

As she explored the territory her son's accusation had opened up, she began a career in corporate compliance, and that in turn led to looking at how to go from fixing problems to making things right in the first place.

Hall and her co-authors explore some interesting territory, such as the difference between customer expectations around implicit versus explicit promises (and how the former can often trip up even a caring business), and four distinctly different types of trust.

Building trust has numerous advantages for businesses. Rebuilding trust that's been shattered--a huge challenge--can have especially large rewards. The authors cite a furniture manufacturer almost doubled production, cut work hours without reducing pay, slashed delivery time and changed a company experiencing 60 percent turnover all he way down to 1 precedent with a four-year waiting list to work there. How's that for a convincing bottom-line argument in favor of building trust?

A few more high points:
* When listening, aim to understand, rather than to respond in kind
* Maintain your values; if they go, so will your passion
* Follow the ten-point checklist for customer expectations (pp. 206-07)--which includes being told the truth
* Ask questions of your prospects that facilitate, rather than obstruct, the sales process
* Every interaction with your business is a chance for the customer or prospect to discover your organization's true character
* Organizations that have not built trust are "brittle": rigid and easily damaged--while those that have are not only flexible but "magnetic"--they attract new business easily
* Perhaps the best insight of all: customers have a vested interest in your success, because it makes you easier for them to deal with--and thus, you can turn to them for guidance and they will be wiling participants in improving your business and building their trust

Note: The book lacks a desperately-needed index (WHY do publishers do this?), so take good notes while you read, and jot down page numbers.