That simple equation re-wired my thinking:
Trust before value and value before loyalty.
My vocational training and my educational training in executive business administration focused everything on one thing: value proposition. This is what I was taught and this is what was expected of me: "Do everything possible to increase the actual and perceived value for the recipient of your product or service." Here is the underlying problem with that approach: If everyone is increasing the value proposition, what sets an organization apart to actually win true loyalty?
And then I looked at the research and conducted the research.
I rolled up my sleeves and dove head first into doctoral research focused on the perception of value for college student and how it was connected to their actual loyalty to the institution. Interview after interview, I saw the direct connection with how trusted relationships increased their perception of value and also how it affected their loyalty. The theoretical framework used in other industries was bearing itself out in higher education as well.
My interviews didn't end with the completed dissertation. I met with business leaders, ministry leaders, community leaders and our conversation consistently centered around the following questions:
I would ask, "How do you ACTUALLY build trust in an organization?"
Silent responses and oftentimes blank stares.
"I have never really thought about it" was the common response after a long pause.
"I know what trust (or a lack of trust) feels like, I just have a hard time diagnosing it and then making it better for the organization."
Meeting after meeting and interview after interview confirmed for me that although we "know" that trust is important, the know-how of assessing, diagnosing, and implementing trust-centered strategies was consistently absent.
That is how TrustCentric was born and this is what we do:
We help you keep trust at the center of everything you do.
“Whether facilitating community engagement conversations, strategic planning, or vision casting sessions Dr. Scheer is adept at building relationships and connecting ideas across a variety of sectors. He draws from multiple leadership frameworks to move ideas and feedback into action, all the while adjusting to the needs of the organization.”
Dr. Jeremy Tucker, Superintendent of Liberty Public Schools