Rebuilding Trust: More Than Saying You’re Sorry

The way to rebuild trust is not on an apology, Million Dollar Round Table members were told during the opening session of the organization’s virtual annual meeting.

David Horsager, CEO of Trust Edge Leadership Institute, said an apology is a necessary part of rebuilding trust. But the foundation of rebuilding trust is by “making and keeping a new commitment.”

Horsager spoke to the group on the Eight Pillars of Trust. They are:

1. Clarity
2. Compassion
3. Character
4. Competency
5. Commitment
6. Connection
7. Contribution
8. Consistency

 

“You can solve every organizational and leadership problem with these eight pillars,” he said.

Horsager urged attendees to continue to update the way they do business in order to demonstrate their competency and commitment. “If you’re selling  the same way you did 30 years ago, I don’t trust you,” he said.

The best opportunity to build trust is now, Horsager said. Times of crisis or recovery provide the fasted opportunities to build trust, he noted.

The current situation is a prime example of what Horsager called VUCA, which stands for Volatility, Uncertainty, Complexity and Ambiguity. When faced with a VUCA situation, you must ask yourself two questions:

1. What can I control?
2. What should I do first?

In order to achieve any of the pillars of trust, Horsager said, you must ask yourself “How?” repeatedly until you come up with a detailed plan to reach your goal.

“People trust the clear and not the ambiguous,” he said.

Susan Rupe is managing editor for InsuranceNewsNet. She formerly served as communications director for an insurance agents' association and was an award-winning newspaper reporter and editor. Contact her at Susan.Rupe@innfeedback.com. Follow her on Twitter @INNsusan.

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