Episode 6. Trust is critical to building client relationships, Sharing about you and your business values are critical to building trust. In today’s episode we explore some of the issues around values, particularly in light of the issues surrounding Covid.
This episode again features our host, Jane Tweedy Founder of FAQ Business Training solo. Again we challenge you with thought leadership and actionable education pillars. You can grab a list of values and attributes from our blog (if you’re not an email subscriber).
Watch the episode below, or head to FAQ Business Podcast or your favourite podcast service to subscribe to future episodes.
Disclaimer – All information provided today is general in nature. Please reach out to Jane for personalised advice.
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FAQ Business Podcast Ep6 transcription
00:02 About page is about the client, or is it?
Recently I had a discussion where the client was ‘told’ the about page is about the client and therefore she featured nowhere on it. While I agree the about page on a website, as is every other page on a website, written with the client in mind. How can someone build trust with you when there is nothing about you?
00:22 About you and your business values
Today is about you and your business values. How do they, your potential customers, know if your values align and we’ll cover why this is so important. Although I will talk today about a website about page, you absolutely don’t need one to find a lot of benefit in this podcast.
I will also be touching on some rather controversial topics today. So we’ll see what happens as the fallout from that.
00:53 Welcome to the FAQ Business Podcast
Welcome to the FAQ Business Podcast for growing small to medium business owners who want to make a positive difference. The FAQ Business Podcast covers four key pillars actionable education, inspiring leaders, businesses like you for relatability, and thought leadership where we really challenge your thinking.
It’s hosted by myself Jane Tweedy, Founder and Lead Trainer of FAQ Business Training where we want to avoid you getting ripped off or ripping yourself off because of what you don’t know you don’t know. We’ll feature an amazing diversity of guests with lots to offer to educate and inspire you.
I’m Jane Tweedy. I’m the Founder and Lead Trainer of FAQ Business Training and of course, bring to you the FAQ Business Podcast.
01:49 Rachel Botsman quote about trust
Today, we’re still on our Thought Leadership and Actionable Education series. I was in a conference this week with the International Coaching Federation and the keynote address was from a lady by the name of Rachel Botsman, who is an author and Oxford University Lecturer on trust. And she made this wonderful quote:
Money is the currency of transactions. Trust is the currency of interactions.
And how true is this? We need to trust. And often you’ll hear in networking circles you need to know, like and trust before you make sales.
02:28 About pages on website and social and our interactions build trust
Therefore, by extension, things like our website, our about page, our about pages on our socials. The way we communicate on our socials, are all a way of us building this trust with our customers so that we can have these interactions. One way of building trust is by sharing your values.
02:47 What are values? What is the definition of values?
So what are values? Oxford languages on Google says, principles or standards of behaviour, one’s judgement of what’s important in life.
02:59 Everyone has a set of values
There are some universal values, values that are widely believed and widely adopted. But then we all have our own set of values. Even a thief, even a robber has their own sense of values, and they just may differ from yours.
03:15 Values for a business
We’re not saying here whether values are right or wrong, but obviously there are more good values that we want to concentrate on. Values for a business are often merely an extension of the values that you have for yourself as a person. Particularly if you’re a small business, even a small to medium business. They are going to start with the values that the owner or owners of the business held true, and then they will extend out to others in the business.
03:45 Sole trader versus partnership values
Now, for a one off person, it makes sense that the values align completely with your personal values. If, however, you’re in a partnership or something, this is actually one of the reasons why partnerships do fail. Because you are having to bring in values from different people and they may not align. So it is really important to get these values addressed from the start.
04:07 Why are values so important?
Why are values so important? As I said, values can be universal truths, something that many, many people hold true or they can be true to you. But a misalignment of values can make a situation completely unworkable.
04:23 A customer doing the wrong thing
For instance, I had a customer I was working with, and we were working on her website, and so I was on her computer. And we were connecting it to Google. So I was going into her Google account and I go to click on her Google account because I noticed it had a weird name on it. And then I see other weird names. What she had done, was she had registered multiple Google accounts so that she could leave herself five star reviews, because no one else was going to.
04:51 Crossed my values of integrity and customer service
She certainly wasn’t a five star service. It had become apparent for me from hearing her interact with people in her office that she really wasn’t five star, so that was already rubbing me up the wrong way. But immediately I saw these fake accounts, she was crossing my integrity and my ethics of customer service. Both of these were huge to me.
05:14 I felt sick when I looked at her website – gut reaction
And as soon as I saw that, that was it. I absolutely couldn’t work on her account anymore because it actually made me feel sick to the stomach every time I saw her website. It literally made me want to throw up, because it was something that was really crossing my values. My integrity and my customer service. And this is one of the ways, you know, when a value is so important to you, because of the way that it gives you that gut reaction. And that one certainly did.
05:47 Misaligned values unworkable
But in that situation, this value misalignment was just completely unworkable. I could no longer work with that client.
05:54 What are your values and attributes?
What are your values and attributes? I will be a bit broader here. They could be values, attributes, beliefs, behaviours. So we’re going to be a little bit broader than just the word values. But I want you to start to understand what these are for your business.
06:09 What are your non-negotiable values?
What are your non-negotiable values? So I’ve created a list that you can go through. If you’re on my email list, you’ll get it through email.
06:17 Grab a copy from the email or sign up here on the blog
Otherwise, you can join up the email list and grab a copy of it. I suggest going through this list, which is by no means complete, however, it is comprehensive. So choose the words which resonate with you, or it may trigger you to think of other words that resonate.
06:35 Choose ten key values to cover your business
What I suggest you do then is narrow them down to about ten key values, and you’ll find some of the values are very similar, so just choose the one that you find most aligned with. So it might be fun or it might be adventurous, or it might be whatever. But you could say, yeah, they’re kind of the same thing, and that will allow you to choose ten that are fairly well covering your business.
06:58 Are any non-negotiable?
And then from the ten that you select, then decide if there are any that you would consider non-negotiable. Non-negotiable are principles you will not cross. So select these with immense care and do bear in mind that sometimes your values will go against each other.
So there’s usually one that’s going to stand out and the others that might slip if it was a choice between one or the other. But I’ll give you a for instance.
07:27 Sustainability for me is highly valued by not non-negotiable
I find sustainability is something I value very highly, but I can’t say it’s non-negotiable. For instance, I will still print some things out of my printer. Over the last year and a half I’ve barely printed anything. But if I am doing a workshop or something, I will usually try to give something as a handout. But even then, I chose recycled paper.
But what I found was the recycled paper was not giving a very good quality. So I’ve now gone to 50% recycled paper, and I do minimise my printouts. But if I was saying I’m 100% sustainable and it’s a non-negotiable value, then I wouldn’t do printouts at all. So really, just think about this. Where are your non-negotiables and where are your highly regarded?
So I definitely highly regard. I do my soft plastic recycling and all the rest of it, but I highly regard it, but I don’t think of it as completely non-negotiable.
08:25 Choose non-negotiable with immense case or get knocked off your pillar
So do really choose the non-negotiable with immense care, because these are things that you are putting up on a pillar and you can be knocked off that pillar really easily if you don’t walk the talk.
08:38 Values are being tested like never before
Something I just want to point out to you. At the moment. Values are being tested like never before.
08:44 Recent events are testing business owners values
Recent events with Covid and vaccinations have really pushed values to the limit for many people, and particularly for business owners. It’s been incredibly hard on them when they’ve had to make calls, based on their own beliefs and values, of what is right for their customers, and what is right for their staff.
09:04 It’s not as straight forward as it may seem
For instance, I’ve heard people say things like we have to enforce these vaccination rules and things to protect our staff. But if you force people to have a vaccine and they have an adverse reaction, you’ve got a Workplace Health and Safety issue again. So there is a lot of issues around this, and it is not as straightforward as it first might seem.
09:29 Right to informed medical choice
For instance, for me, and I’m going to be quite open about what I believe in. I firmly believe in the right to [informed] medical choice and that people should be able to choose whether or not to have a vaccine. Especially when we are injecting something that is fairly unknown into our systems.
09:45 New vaccinations have not gone through full testing
MRNA vaccines are relatively new. They are using new ingredients, new ways of reacting, and we just don’t know enough about them yet. They have been developed more than just the past year or so, so I do understand that. However, for this particular virus or viral variant or whatever, they’re not actually fully tested, they haven’t gone through the normal rigour that you would go through from a normal vaccination process.
10:15 I’m analytical – I need real facts!
As I record this podcast, I sit at home while my partner is out with his friends, and I can’t go out because of my choice to delay receiving vaccination. [I am now fully vaxxed]. And I’m totally open about my reasons why. I am a very analytical person. I like to get to the bottom of things before I make a decision. And I believe there are many mistruths that are being put out there.
10:42 Not anti-vaxxer or pro-vaxxer
And as an analytical person, I’m just finding it impossible to get honest truth from either side of the debate. I am by no means an anti-vaxxer, but I’m also not a pro-vaxxer. But like in religion, I’m agnostic in religion. Agnostic means a person who believes that nothing is known or can be known about the existence of the nature of God. I’m the same with vaccinations.
11:10 Reporting of Covid and vaccine issues leaves a lot to be desired
Reporting even of vaccinations and Covid reactions and deaths leaves a lot to be desired.
For instance, they were initially reporting death from Covid. Then they changed it to death with Covid, because they admitted that many of the cases were actually not caused by Covid at all. Many of the cases just happened to be, they had Covid along with something else.
But the problem is the vaccine side. We’re not hearing about all the deaths of people that are dying with the vaccine.
And early in the piece, the TGA was actually reporting the number of people dying. And even after the first month or so, it was something like 348 people had died. But it was ‘coincidental death’. People who had died because they would have died anyway. But isn’t that the same with some of the older people with Covid? Hmm. We’ll see.
12:05 To clarify I do believe Covid is real and a tragedy for many countries
I do believe that Covid is real though. There. I do believe there’s a virus, and I do believe it’s done immense damage in some countries like Indonesia and India and things. But I think because of the way we’ve reacted here [Australia], it spared us. But at this stage, I just don’t know that the vaccine is the right answer.
12:24 Businesses need to choose if they want to make a stance
So my suggestion for businesses is that you make a choice. If your values, you strongly believe that vaccination is the only way to go, then by all means, do that. By all means, report that to the world. Let people know we’re making a stand and we are insisting that everyone is vaccinated.
12:44 You will choose to repel some people and attract others
But know if you’re going to do that, by choice, that you’re going to repel a certain audience. But of course, you will attract others. And if you believe your ideal client is pro-vaccination, go for your life. If, on the other hand, you’re strongly against it, then you can make a choice not to open until businesses can open freely for all. But of course, you may go out of business in the meantime.
13:10 I feel my lines and values have been crossed
For many, this means that they’ve had to make a choice to open, to have vaccinations when they really didn’t want to. And this is crossing lines. For me, I feel like I’m crossing my right to make a fully informed decision, because I haven’t been able to get the facts I need. But at the end, I’ve had to make a call. You know what? I want to be able to get out there. I want to be able to go and see people in person. I want to when there’s a party on, be able to go. So I need to make that call and have that vaccination.
13:45 I am responsible for my decisions
So I don’t hold anyone responsible for me not being able to go out tonight. I hold me responsible for that. It was my call. But I would love it if there was more information and access to proper information out there. I find it really frustrating.
14:01 A volunteer role forcing all staff and volunteers to be vaccinated
In fact, a volunteer role is making it compulsory for all volunteer board members to be vaccinated, and I honestly can’t understand the logic. I totally get their frontline staff. I can get where they’d be coming from, from that, from a health and safety perspective. However, the board members could continue their roles remotely. So why on Earth would there be a health and safety issue in doing that? So that is definitely a call that business must be making, and therefore it’s something that I need to look into and whether it’s something that I want to be involved with, because it’s effectively forcing people out of businesses.
14:38 Feel sorry for those forced out of their beloved jobs
There’s a cool [but sad] Qantas video where the staff that have been kicked out of their jobs, that they’ve been in for 20 years, 10 years, 15 years, all these type of things are being kicked out because they’re not vaccinated. And you do, you feel sorry for these people, that they’re being forced out by a choice, a medical choice that they’re making. And I find that really hard.
15:01 Forcing people to discriminate or be fined – stick with the bare minimum
It’s really forcing people that don’t want to discriminate, to discriminate, if they want to be open, and if they don’t want to get fined. So my advice to businesses that are choosing to open in that situation, stick with the bare minimum requirements for the bare minimum time. Don’t go into it any more than you need to. Just do what you have to do, to be able to open and not get fined.
15:26 How can you incorporate your values into your business and your life?
How can you incorporate your values into your business and your life. Well, first of all, obviously, you need to know your values, including those which are non-negotiable. If you’re not clear or open about your values, it can lead to huge discomfort.
15:41 A value I didn’t have on my list initially (or see as important as it was)
And I realised how important a value was to me. Which was one that I probably hadn’t put high on my list initially, and obviously I’ve now realised it needs to be there.
I had been asked to contribute a prize to a radio competition. So obviously I’d get publicity, and I would get this prize to raffle off. And the prize was something that was going to help the community and it was going to be great. And so I just looked at him and went, oh, my gosh this is great. You’re helping the community, you’re helping them get back to work. I’m really happy to offer a prize and I was all gung ho. It was all great.
16:19 The collaborator had values I firmly disagreed with
And then I finally realised. Ah oh. Who is the radio station? The radio station was actually a Christian station and not just a Christian station, but a Christian station with very firm views on things like gay marriage. So for instance, when the gay marriage debate was on, they were firmly on the view that gay marriage is bad and they do not condone it.
The trouble is I don’t agree with that. I absolutely don’t agree with that. And what was making the situation worse, was that it was coming up to Mardi Gras. And although Mardi Gras was fairly curtailed this year, it was still something that was really bugging me because I was like, oh my gosh.
I don’t want to be seen to support something that is anti-gay marriage, because I’m not that. I’m completely for gay marriage. I am anti-discrimination. People need to be able to do what they want to do. They need to be able to live their life. And if that is gay marriage, that’s gay marriage.
17:21 The value issue caused me massive discomfort but I stuck with it
It really caused me massive discomfort. And it really made me realise how important that type of value is to me, that discrimination, that lack of equity. That really hit me. So in this case, I actually did stick with it, because I had committed to it before realising what it was. I did agree with the community values around what they were doing, and what they were doing in the situation.
17:46 BUT … I added a disclaimer and didn’t promote it much
However, it meant that on my website and things, I had to put a disclaimer to say, I do not agree with all the views of this collaboration partner, of this radio station. I also made a call not to really push it, to not really market it.
Which was really unfortunate because it was a good prize and it was good to help people in need. But at the end of the day, the value conflict was just too much for me. If you’ve ever been in that situation where you feel really big discomfort in something, often it can be because your values are being tested. Something to definitely look out for and something to definitely register because it may cause you to change what values you want to put out to the world.
18:31 Ask the question – who is it for and what do they stand for?
But it has made me realise next time, always ask the question, exactly who is this for rather than just taking it for granted that the person who’s asking you is a nice person, and not actually looking into it enough.
18:45 Walking the talk of your values
Walking the talk for your values is really important. Think about how you’re going to communicate them to the world around you, to your employees, and just for you to remember and get revitalised and refreshed about them. So one way you can do it is to display them. So that could be on plaques around the office. It could be on little post-it notes if you’re that kind of person.
19:07 Values on T-Shirts
There was a tech company I went to a meeting at one time and they actually wore T-shirts. And they had black T-shirts with white writing on it, and the white writing was their values. For instance, one of their values was that they would never do anything that would offend their mum. And so I saw that on one of the T-shirts and I thought, how cool is that? Because that value has stuck in my mind, even though I can’t even remember what the firm’s name is. But I can remember the value, because it was different, and it stood out.
19:36 Values on screen savers
Screen savers on computers can be great. I remember at one of the companies I used to work at, they would have a rotating screen saver. So every Monday the screen saver would update to some news or information or one of the core values of the business. So it’s a great way to have something in your face and being reminded of. Because if you just email something around, it may or may not be opened. But in this case it was popping up as an actual screen saver, and it was in our faces.
20:02 No one is perfect – but select non-negotiable with care!
Remember, we do know that no-one is perfect. So when you’re walking the talk, we get that you’re not going to be perfect all the time, but don’t say something’s non-negotiable if it really is going to be negotiable. So if you know that you’re never going to be able to 100% do it, then just say it’s a highly regarded value, and that’s enough. But don’t say non-negotiable if there’s negotiability.
20:26 Example of a value disconnect in the workplace
I was someone that used to work in the banking sector. So obviously I looked very closely when the Royal Commission stuff was happening in Australia. And there was one particular incident that I remembered from working in banking, and it was one of these sort of things that was coming out in the Royal Commission. And I was one of the sign off people for a product disclosure statement. I was very adamant that the pricing information about the fees was not very well worded, and it was in fact quite misleading.
20:58 Fee disclosure wasn’t clear
The year before the fund manager had earned about 16.50% in fees the way that it was worded in the PDF kind of sounded like they were only going to get 1.50% and 15% of their excess kind of thing [which had a much lower fee showing of more around 4% in a great year]. The thing is, the excess that year was huge, which is why they had made 15% [16.50% total fees].
And this is where it’s quite misleading. Because somebody just wouldn’t have a clue how much that actually means. And the thing was, it wasn’t bad because it showed that it made a truckload of cash to be able to make this massive fee. So it wasn’t all bad. But it was just the way it was disclosed.
21:34 But it was the undue pressure for a clean sign-off where my values were tested
The thing that was the issue was the fact that I was pressured into signing that and signing it without any disclaimer, any comment or anything. They just wanted a clean sign off. And I refused to. Absolutely point blank refused to. I said no, happy to sign it off, but I’m going to sign it off that I disagree with this statement. I think it needs to be clearer about the fees. And it was interesting because some of the board members actually came up to me afterwards and actually thanked me for making that point clear, because they totally agreed with me, and they thought it needed to be changed. And they thought there was a chance that if it had gone through how ahead of with the fee that we’ve had that year, it would have actually been one of those things that would have popped up in Royal Commissions and that sort of thing. So interesting to see how people behave.
22:23 Communicate your values and about you including your why
Another thing you can do, to communicate both your values, but also more about you as a person, is to share your why and share your story.
22:33 Why did you go into business in the first place?
Why did you go into business in the first place? At FAQ Business Training I share this all the time. And really it ultimately comes down to I got sick to death of hearing people getting ripped off, or ripping themselves off, because of what they didn’t know. Things like hiring a web designer or an SEO person and just getting completely shafted because they just had no idea what to ask for. Therefore, they got something that was completely inadequate, completely useless for their situation, and they had no idea. They were none the wiser.
23:05 Share your why or your origin story
Sharing your why, sharing your story. It helps you to understand, like in my case, it’s hearing that little story. It helps you to understand who I am and what I’m about. It gives some inkling and ideas of the type of values. I don’t want to rip people off, because I’m trying to avoid people getting ripped off. So if I went out ripping people off, it would obviously be completely at odds with what my business is about.
23:30 Creating your website and about pages becomes important
So it really helps you to convey trust. It helps you to build that alignment factor. As part of creating this, sharing your why, sharing your values. Creating your website about us page is really important. It’s also about creating the about you pages for Facebook, for socials, for groups that you’re in.
23:52 A great way to build trust is with video
So really think about how you can do this. A great way to do it in part, is to do it on video. Video allows people to see you, to feel you, to see if you’re being dishonest.
24:05 Eyes can convey recall and therefore honesty
Did you know that our eyes go a certain way when we think of things? If we think of something from our past, we look up to the left. There’s actual things that our eyes do. So if you can see the person, you can see whether there’s an aspect of dishonesty there, because you can see if their eyes are darting the wrong directions. Google it. It’s quite an interesting thing to know about.
24:27 I don’t want to be on video!
So putting yourself out there on video is great. Now I know some of you are going to go, oh no, no, I don’t want to be on video. I’m freaking out about video. I don’t want to put myself out there. But honestly, it’s the strongest way to build trust. And over the pandemic, over these lockdown periods, it’s been the best way to act as a 24/7 salesperson for you.
24:50 Video is great because you get a do-over and can reshoot!
And the great thing about a video like an about video, is rather than presenting to someone in person and stumbling over your words or doing whatever, you can make sure it’s the best version because you can keep recording over and over till you get to the version that you’re happy with.
Then, you can put that up, and you can progression, not perfection, so you can put that up and then you can change it again if you need to.
I strongly believe every business needs to be on video. So put yourself out there. Stop with the excuses and push yourself through.
25:22 MAXIMISERS from Max Potential Community Coaching
When I was doing the Max potential community coaching, there were MAXIMISERS which they have as their way of guiding and coaching people. And it was called Make it Happen. It was the first M of MAXIMISERS. And the way of getting through, was the ABC method.
25:40 ABC Method
Accept, believe and charge-through. And if you apply this in the situation. Accept that you might not be the best person on video. Accept that everyone else is out there on video too, and they’re putting themselves out there and it’s just about being authentic and being you. You don’t have to be perfect. You just have to be you.
Believe that you can do it, believe that you can stand up and put yourself out there and charge-through and just get that video up there.
26:11 Record some videos just to get used to it
Record some videos on your phone to yourself. Just get used to it. Even turn on a webcam on a computer. Just get used to doing some recording and you’ll find that it gets a lot easier. You just stop even forgetting the cameras even there.
26:23 Maintain eye contact with the camera lens
But do try and make sure you maintain some eye contact with the camera, because it does look really annoying if you’re looking off to yourself on the screen or down here reading something all the time. So please make sure you do look at the eye contact.
26:39 About us page on website – two parts business and team
If you are a small business, when you’re creating your about page, you’re going to do two parts to the about page. You’re going to have the about the business and about the business values at the top of the page. Then you’ll either have a small part about the teams which leads to the individual pages for each team member, or you’ll have the team below that.
27:02 Key team players should be on your about us page
Key players from your team should definitely be included in your about the team section. So make sure anyone that’s customer-facing, anyone that the names will be heard by people, please make sure that they are included.
Some of your back office support staff maybe don’t need to be there. But they can be good to also pad out the fact that you are not just a one-man or one-woman band.
27:27 Actionable education – steps to take from here
So I want to finish up today just with a bit of actionable education. I just want to make it clear to you what the steps are you can take from here. First step is to either, if you’re an email subscriber, you will receive this. Otherwise you can sign up below to receive our values sheet.
27:44 Identify your values for your business
Basically go through the values and the attributes for your business. There’s a massive list there. It’s not complete, as I’ve said before. It is comprehensive though. So go through and identify values and attributes that you resonate with, and then if there’s any that trigger you, then obviously add those as well.
28:03 Are any of the values non-negotiable?
At this stage, create about ten as your final list, and they will be the values that you work on for your business. The identification of non-negotiable values is really important. What you need to do with these is to work out if there are any that actually fit the bill of being non-negotiable. Non-negotiable means just that. Like you will not negotiate them for anything. They are absolutely up the top.
They’re the ones that will really cause you huge amounts of discomfort if you do cross them. Whereas if you’ve identified something as highly valued and you cross it, you won’t feel as aggrieved as you will, as if it’s something that you’ve said is non-negotiable. Determine what the values are is step one.
28:51 Communicate your values
The next step is to communicate your values and your why. Make sure that you walk the talk. Remember, it is progression, not perfection. You can make mistakes. We all can. But do not say non-negotiable, if you have every intention of having areas where it’s negotiable.
29:11 Use your values list when collaborating or hiring with others
Use that list, those values, to help you find collaborators, employees and suppliers. So whenever you’re choosing any of these people to work with, make sure you’re thinking about your values and how do their values align with them? And don’t go into things with people where they don’t align. Because honestly, it will make you so uncomfortable, that it’s just not a way to go.
29:33 Prepare some social posts – video and graphic versions
Prepare some social posts, ideally video. If you can’t quite get there yet, at least step in with a picture and some information. Add a little bit of fun to it as well. Add in a little secret kind of thing about you, so that it just gives it something that’s more interesting.
29:51 Reintroduce yourself by video every 6 months at least
Use these videos, ideally, to introduce or reintroduce yourself to your customer base or your potential customer base and do this about every six months or so, because obviously in that time you would have gained some new followers and they might not know all the detail about you.
30:10 Review your about pages for your why, your story and your values
Review and revitalise your about pages and make sure your why, and your passion, and your values shine through. Because this is what makes the difference.
30:21 Tell stories – they help connect and build trust
As you can tell today, I’ve told you a few little stories. The reason I tell stories is because stories connect with people. It’s easier to remember a story than to remember a piece of fact. So definitely weave some stories in there.
30:35 Use Whole Brain Thinking®
Also, while you’re at it, use Whole Brain Thinking®. If you’re not sure what that is about, my second podcast was about Whole Brain Thinking®. So go back and check that one out.
It’s about making you sure you cover off all four quadrants of the brain. So talk in the yellow, the ideas and the future space. The red, the people and the feeling. Both of these are the right brain.
And then look at the left brain. The green, the plans, the deadlines, the process. And for people like me, that are blue, the analytical, the financial side. Give them some data.
31:13 Does your new version convey trust?
Re-read your new versions. Do they convey trust? Because going back to what Rachel Botsman said, who is the Oxford Lecturer on trust, that is the key to interactions. And we’ve just got to go there. We’ve got to build that trust. If we don’t build trust, we won’t make sales.
Will a new customer feel comfortable? Does your about page tell the customer what they need to know? So I mentioned at the very start I had a client who was told the about page was about the client, and I agree with that comment.
31:49 Help your client gain trust to work with or buy from you
But I do not agree with not putting yourself on the about page. With not saying anything about you because how on Earth are they going to hire her, if they have no idea who she is? So there’s no way to form trust with her, because you can’t even identify who she is. So be really careful about that.
32:07 Email and phone number help build trust
And even on things like your contact page and your home page, just be really careful about the contact details you provide. If you do not provide an email and you do not provide a phone number, think about it from you as somebody being a customer. Does that make you feel comfortable with the business? Does that make you feel you have trust with the business? If something goes wrong, do you have a way to contact them apart from their contact form on their website, which may not even be working? Yeah, not the way to go.
32:35 A simple productivity hack
Lastly today, I just want to end up with a little bit of a productivity hack. Each session, when I remember if I do them by myself, I am asking guests and myself, to provide either a productivity hack or a tech tool, or something that combines them both. Today is just a very simple productivity hack.
32:56 Chunk tasks into 5-10 minute tasks driven by verbs
Break a task down into small chunks. So five or ten minute chunks. Micro tasks, if you like. Each task needs to be driven by a verb, a doing word, because we want to do the tasks on our list. So make sure it’s not just a generic word like tax, but rather it’s something like download statements, reconcile transactions. So use a verb.
33:23 Do a mini task, and then another …
Do the five or ten minute chunk. And by doing that five or ten minute chunk, you may just find that you’ve gained a little bit of confidence, and you’re not so overwhelmed by this massive project that was on your to do list. So if you’re feeling good, maybe you do another five to ten minutes, and then maybe do another five to ten minutes, and then if you’re doing the Pomodoro approach, that would have taken up about 25 minutes. So then you would take a five minute break. And that might be a short break just to stretch, or go for a little walk in the sun, and then just get back at it.
33:57 Short bursts of action create momentum and lessen excuses
But these little short bursts, can just lead to that momentum, and it also stops you from coming up with all these excuses why you can’t do it. Is there any reason why you can’t do a five or ten minute task? Unlikely. So it’s a little productivity hack for you.
34:15 Values and trust are cornerstones for relationship building
Thank you so much for tuning in today. Values and trust are definitely are at the cornerstone of building lasting relationships with your ideal clients. I hope today’s episode of the FAQ Business Podcast has given you plenty of food for thought, and some actions you can take to improve your building of trust. Thank you and catch you again soon on the FAQ Business Podcast.
34:47 Thank you for listening – please subscribe!
Thank you for listening to today’s episode of the FAQ Business Podcast, available on all good podcast services. You can subscribe today via faqusinesspodcast.com.au or directly on Apple iTunes, iHeartRadio or Spotify.
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Today’s podcast episode featured our host Jane Tweedy
Jane is a Professional Certified Coach with International Coaching Federation (PCC with ICF), business advisor and trainer. She loves working with growing small to medium business owners who are doing the right thing, to help them do it right! Currently, Jane offers at least 50 live sessions a year to train small business owners.
Jane offers a variety of services to clients and her online school and membership site will be available before the end of 2021. Jane’s focus for 2022 is building the membership and offering implementable small group training – something she finds is often the missing link.
faqbusinesstraining.com – our new online school
faqbusinesspodcast.com.au – our podcast site
And on the socials …