Managing Trust

By January 24, 2011Vaz Vision

“Trust is like a mirror…once its broken you can never look at it the same again.”

The success of our business lies in our clients’ trust: trust that we can do the job right and on time; trust that we will represent them well when dealing with their physicians; trust that what we are the best agency to be working on their brand.

So how do you build and maintain trust? I summarize a strategy along three lines:

  • When working on a task, we double and triple check for errors. When our work is reviewed without corrections a few times, clients trust that we will perform similarly in the future.
  • When providing our opinion, we make sure to do the research and take the time to think through a rationale. Even if our opinion challenges the client, a well articulated rationale builds trust that we know what we’re talking about…and our opinion is therefore requested more often.

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