Emotional Bank Accounts and Trust

Lorenzo Orlando Caum

@lorenzocaum

More about this topic

Part 3 [Public Victory]

7 Habits of Highly Effective People Pages:

80, 199-200

Relationship Selling

VIEWING EACH SEPARATELY

Emotional—Bank Accounts—Trust

Emotional

o From the latin word emovere

o e refers to ‘out’

omoveremeans ‘move’

Bank Accounts

o Financial

oMoney coming in

oDeposit or a debit

oMoney going out

oWithdrawal or a credit

While it is possible to have a negative bank account, we strive to remain in the positive

Trust

“to rely upon or place confidence in someone or something”

-Dictionary.com

“…a belief by one party that the other party will fulfill its obligations in a relationship”

-Relationship Selling

A METAPHOR

Emotional—Bank Accounts—Trust

Emotional Bank Accounts

o Based on trust

“…the amount of trust that’s been built up in a relationship.”

-Stephen R. Covey

Emotional Bank Account vs. Trust

Emotional Bank Account

Trust

Emotional Bank Account

Trust

TrustTrust

SIX MAJOR DEPOSITS

Emotional Bank Accounts

Build the

EBA

Understand-ing the

individual

Attending to the little things

Keeping commitments

Clarifying expectations

Showing personal integrity

Apologizing sincerely when we make a

withdrawal

Understanding the IndividualPlace yourself in their position. Appreciate their values.

Attending To The Little Things

Fine details truly add up.

Keeping CommitmentsDon’t make promises that you cannot keep.

Clarifying Expectations

Make expectations in beginning and make them clear.

Showing Personal IntegrityKeep promises and fulfill expectations.

More

Apologizing Sincerely When You Make a Withdrawal

People forgive those who are genuine.

RELATING THE SIX MAJOR

DEPOSITS

Emotional Bank Accounts

o Developing trust is vital for relationship selling

o Adds value

o Service Quality

o Car repairs

o Eating out at a restaurant

P Problems are PC Opportunities

o A problem is actually a chance to deposit into the emotional bank account.

Buy

Broken

Return

ExchangeHappy!

Loyal customers (return customers) are the most profitable for companies.

RECAP

Emotional Bank Accounts and Trust

Trust is very important for

emotional bank accounts

Make Debits

o Kindness

o Courtesy

o Honesty

o Follow Through on Promises

Don’t Make Credits

o Disrespect

o Overreacting

o Betraying your trust

Six Major Deposits1. Understanding The Individual2. Attending To The Little Things

3. Keeping Commitments4. Clarifying Expectations

5. Showing Personal Integrity6. Apologizing Sincerely When You Make A Withdrawal

Resources

•Part 3 [Public Victory]

7 Habits of Highly

Effective People

•Pages: 80, 199-200

Relationship Selling

Lorenzo Orlando

CaumEntrepreneur, marketer, and more…

http://lorenzocaum.com

hello@lorenzocaum.com

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