64: How to build trust with customers and co-workers: Natalie Doyle Oldfield

Do your clients trust you? Do your co-workers? Have you built a culture of trust? Summary In this conversation, Natalie Doyle Oldfield discusses the significance of trust in business relationships, emphasizing the importance of building trust both externally with clients and internally within teams. She introduces her concept of 'trust equity' and the Trust Triangle, which includes communication, behavior, and service as key components of trust. Natalie also highlights the role of first impressions and empathy in establishing trust, providing practical advice for enhancing trustworthiness in professional interactions. To learn more about Natalie, visit her ⁠website⁠ at or connect with her on ⁠LinkedIn⁠Chapters 00:00 Introduction: Importance of Trust in the Workplace 01:54 Natalie's Journey to Building Trust 06:19 Trust is the critical success factor 07:35 Internal Trust and High Performance Teams 07:44 Trust has to start internally 09:01 Defining trust 11:08 The Eight Principles of Trust 16:27 Establishing Trust: First Impressions Matter 20:14 How to communicate to build trust 22:18 The Tangerine Bear - importance of smiling for a first impression 30:26 Wrap-up and How to Connect with Natalie Takeaways Trust is the critical success factor for all of us. Building trust starts within an organization. The Trust Triangle consists of communication, behavior, and service. First impressions can be formed in as little as 33 milliseconds. Empathy is essential for understanding others' perspectives. Trust equity can be built over time and helps in recovery from mistakes. Effective communication is key to building and maintaining trust. Everything we do communicates a message about trust. How we deal with challenges can significantly impact trust. Being intentional in communication can either build or destroy trust.