Trust, being one of our core values, is an essential piece of the Young Automotive Group. Trust takes Years to Build, Seconds to Break, and Forever to Repair. Business is built and sustained on relationships.Trust is the key ingredient in any successful relationship.
Stephen Covey said "Trust is the glue of life. It's the most essential ingredient in effective communication. It's the foundational principle that holds all relationships."
Trust allows teams to work together. It encourages learning, entrepreneurship, and risk taking. Trust allows vulnerability, thus helping people turn weaknesses into strengths. Trust builds leaders and community. Trust is the key ingredient to an exceptional customer experience and we must strive to earn and build trust with every customer engagement.
How do we build trust both individually and as a company? Many virtues make up trust including Honesty and Consistency. In a Ted talk given by Jim Davis a Professor at USU he says the key Drivers to building Trust are:
Ability – You know and understand what you are doing and you can do it right consistently.
Benevolence – You care about others and their success. You have a genuine interest in them.
Integrity – You live by a set of values.
We encourage you to watch his TED Talk:
Our Trust and Loyalty statement says:
The Young Automotive Group is a family. We treat each other and our customers with loyalty and TRUST. We foster an environment and experience of respect and understanding. Our business is based on referrals. We want to create a culture of fanatical customers.
Some questions we might ask ourselves are: Do people trust me? Do I trust those around me? Am I building trust and creating positive relationships? Do I act in a way that helps me earn others trust?
Please comment and leave your thoughts.
How does Trust affect you? Your work environment? Your colleagues? Your customers?
Trust can be felt and as you walk around the Young Automotive Group you can feel it. We trust each other, we help each other, and we watch out for each other. Thank you for developing this trust in your teams and departments. It is a key to our future success!
Spencer Young, I trust you with my life! Have done for 23 years, and it has been a sound life changing experience. THANK-YOU!
I got to this one a bit late but I just watched the video and found it to be very valuable. What he said about trust really does go along with the fact that more profit is made on a repeat or referral as opposed to a fresh opportunity. I have a great customer in the Bringhursts, when they come in they know we will make a profit but also know that we will provide exceptional service and a great product. I just had the chance to sell them a Toyota Tundra and it was interesting to see how my coworkers responded when they just said okay when I presented the numbers. There was no need for them to double check or question, they trusted me. A few weeks later they had some issues with the truck rubbing because of large tires, they called me and mentioned their issues and we arranged to pay to have the truck trimmed and splash guards to be installed at no cost to him. I have found that when we treat people with respect and in a way that we would want our own family to be treated we generate the following we are after.