53
7
The Binding Power of
Customer Trust
When people honor each other, there is a trust estab-
lished that leads to synergy, interdependence and
deep respect. Both parties make decisions and
choices based on what is right, what is best, and what
is valued most highly.
—Blaine Lee
Founding Vice President
Covey Leadership Center
Trust is the platinum standard of customer service, the glue
that keeps customers coming back again and again. Peoples’
faith in your word and your promises is what separates you
from organizations that don’t have clients’ best interests at
heart and would sooner save a dime than ensure customers
walk away from transactions feeling honored and respected.
Customer trust grows slowly and develops over time by a
succession of positive experiences. ...