Welcome to the July 2008 Edition of

“Leadership:  It’s All about TRUST.”

 An On-line Newsletter from Ellen Castro that Addresses

Leadership and Life in Today’s 24/7 World

Six countries, 17 flights and the answers are:

Do not give the customer a reason to switch by delivering what promised when promised.

• If you are going to be late, please notify them immediately of the slippage for they can access the impact on their business.  Otherwise they can only assume 2 things: you do not respect them and/or their business or you are inept and unorganized.

It’s all about TRUST.  Trust is built on perceptions and as the old adage says, “perception is reality.”  Thus perception and expectation management are crucial to your credibility.

• Be conscious of a person’s reaction to your words and actions.  Life is about interpretations and it is the “unsaid” things that create havoc and mis-trust.

People are more alike than different across cultures. 

• People want to be respected, to be listened to and to be communicated with thus feeling valued, important and recognized.

Smile when you talk about the customer. 

• Reality is we would not remain in business without our customers regardless of how great we perceive our products or services to be.

 

Question for Reflection

Do you smile when you think or speak about your customer?

The choice is ALWAYS yours!

Please feel free to share this with a colleague or friend.  Your comments and thoughts are always appreciated … I am always learning...J.  Until next time, choose wisely.

Ellen Castro is a catalyst for excellence.  She is the bestselling author of Spirited Leadership … 52 Ways to Build Trust on the Job and Tortilla Soup for the Spirit.  Ellen holds an EdM from Harvard University and an MBA from SMU where she currently serves as an instructor for the Business Leadership Center.  Ellen has the great joy to coach, write, speak, consult and teach on three continents and in eleven countries.  She has owned and managed her current business since 1991 with all business opportunities through referrals. It’s all about TRUST, excellence and service!

Ellen’s intent and commitment is to do ALL the good she can, for as many as she can, whenever she can.

She can be reached at 214.750.7718 or ellen@ellencastro.com.  Please visit www.EllenCastro.com.

 

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