Build trust

build trust

Relationships you have with people (staff, customers, community) are everything in business.

People buy and stay with people they trust. As the saying goes ‘Know, Like, Trust’. I always go to the same place for breakfast when I need a treat – they say ‘the usual’ – and I trust the experience will be fabulous. They build trust.

Winning new and keeping customers💰 and staff 😀 is more and more dependent on the relationships you have with people – the trust factor. And the good news is that there is science behind it to grow your profitability and engagement

Trust = Credibility + Reliability + Intimacy / Self-Orientation

Tips to improve your trust factor:

✅ Credibility is your skills mastery improved with learning

✅ Reliability is making sure you are dependable

✅ Intimacy – develop your rapport and connection

❌ Self-Orientation – focus and care about the other person, not yourself

✅ Be genuinely interested in others

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But creating guest loyalty shouldn’t be the remit of just one person. Everyone should be involved. It’s not just about sending out emails with discounts, it’s about embedding ideas that make people remember your hotel and love it.

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