Emotional bank accounts and trust
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Emotional Bank Accounts and Trust Lorenzo Orlando Caum @lorenzocaum
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A presentation prepared by @lorenzocaum that explains the concept of emotional bank accounts and trust--a phrase coined by Stephen R. Covey.
Transcript of Emotional bank accounts and trust
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 emovereo e refers to ‘out’omovere means ‘move’
Bank Accounts
o FinancialoMoney coming in
oDeposit or a debitoMoney 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 METAPHOREmotional—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
Trust
Trust
SIX MAJOR DEPOSITSEmotional Bank Accounts
Build the EBA
Understand-ing the individual
Attending to the little
things
Keeping commitmen
ts
Clarifying expectation
s
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 ExpectationsMake 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 sellingoAdds value
o Service QualityoCar repairsoEating 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
Exchange
Happy!
Loyal customers (return customers) are the most profitable for companies.
RECAPEmotional Bank Accounts and Trust
Trust is very important for emotional bank accounts
Make Debits
o Kindnesso Courtesyo Honestyo Follow Through on
Promises
Don’t Make Credits
o Disrespecto Overreactingo 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
Connect with me
