trust

Reputable, reliable, referable

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Is he reliable Charlie? Ben asks.

Do you know him well enough to refer him??

Fair questions. I thought for a single moment and realised that this time, I just wasn’t sure of my answer…

All in business have had times of dilemma, finding the reliable trading partners, co-workers and suppliers are part of that conundrum. Yes, there is an abundance of reputable offerings … but are they reliable?

I consider myself lucky that I have made some fantastic, trusted long-time connections through networking. We seem to ‘sing from the same hymn sheet.’

Similar to what was being asked of me now, think yourself, what characteristics would a potential business partner or supplier need to possess? There’s a good chance you’ll come up with a list of attributes (nearly) similar to the following …

Is there evidence of:

Like-mindedness

Product knowledge

Empathy

Not forgetting, a reputable name?

Connections

Reliability

What makes them so referable, to you?

Personal recommendation. Reputations are built on them.

You may be given an introduction to a wholly reputable business, someone who fits the bill, an organisation that tick’s all the boxes, even drinks your brand of coffee, but if that connection is more a ‘maybe’ instead of a clear yes/no kind of outfit then chances are, you’re going to hesitate in referring them.

There are many reasons we buy into our professional network and each of us has our own prerequisite when choosing to work with someone.

Personally? It’s reliable. If we’re unable to count on our supporters to be with you when it matters, then they’re certainly not referable.

So in answer to Ben? Sit down, take a minute, share cake and get to know what works for you both.

Our fair weather friend(s)

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“Hey, c’mon we’ll be late for kick-off!”

It’s Saturday morning and I’d called by to collect one or two lads for the local rugby meet, the regular transport being unable to support us this time around …

As the boys clamoured into the back of the wagon, there was the usual hubbub, high spirits and lots of chatter with plenty of wise-cracks. It was just what you’d expect from a bunch of ten year old’s out with mates, on the way to ‘rugger.’

The exception amongst the car load being Joe, our ‘perennial sub.’

“So what happened to transport this morning Joe?” I asked.

‘Oh dad said he had a few things to do around the house, he said he’d be back to see us when we start winning again …’

“Whaa … ??”

Joe explained … ‘Dad said he liked to watch the team although didn’t like the coach so once we start winning he might come along.’

The response from our clearly deflated chum was profound enough to hang in the air for a minute, a full minute before the usual in-car banter recommenced.

Nice encouragement Dad! I thought to myself.

Sure the boy’s team were on an unlucky run just now and morale may be low but hey, how to inspire belief, eh?’

As it happens our opponents didn’t play so well that morning, whilst we, the home team managed to excel and win the game by a good stretch, even Joe being amongst the scorers. Much reason to cheer!

Sure enough, our coach had come good and this particular win was a prelude to a welcome run of good fortune which brought the ‘part-time support’ back to the fold, even Joe’s fair-weather supporter managed to be with us toward the end of the season …

With friends like that, I hear you say?

Attitudes. We all know the importance of a positive mental outlook if we are to be competitive on the sports field and it’s certainly the same in business. We learn from our peers, we listen for inspiration … but what lessons are we passing on when all we have is apathy?

Fair weather friends, can you afford to have them in your network?

Dream on

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So Doug said that I was only looking out for myself, lining my own pockets and that I really only make ‘it’ all up as I go along …

There are times when hearing a declaration such as this that I deny all knowledge, refute the evidence and argue until I was almost ‘blue in the face.’

I’d just finished a conversation suggesting that Doug’s working practice was not conducive to better business. I tactfully (so I thought) pointed out that he couldn’t keep breaking appointments and disappointing colleagues, therefore it was in his own best interest and that of the Forum, that he should consider standing aside so that another might take his place as the ‘specialist in the room.’

It hadn’t gone down particularly well …

‘But they’re my friends, my customers.’ Came the reply.

Really, so is this how you treat your valued clients Doug?

Doug was right about a couple of things though. I was making up the business model as I went along. After all, I had twenty-five years experience in such matters and by now I had a good idea of what worked and perhaps what did not. It was also true when Doug suggested I was out to make a living for myself.

After all, as a business Forum, most are attending for the connection, I am no different to anyone else who habitually met with others at a given time and place to discuss lead and referral. The opportunity is there for anyone wishing to inform and inspire others to collaborate.

I’m attending regularly, offering myself the same valuable ‘air-time’ as anyone else who regularly attended the network Forum. We’re not having to think about ‘fees,’ or any direct competition in the room, this particular field of business is dead level, completely transparent.

An easy environment to tell us what you want so that we may see how we can help you.

If you are not attending we do not see you, if we don’t see or hear you, we cannot develop the relationship or consider the trust, let alone the referral.

Think reputation Doug.

community network

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Community-focused networking has lots of benefits, some are immediately evident, others need clarification and I was witness to this just recently as around twenty met over ‘brunch.’

Our guest was Michael has a lot of domestic responsibility, being the ‘office at home’ and supporting two young kids. He loved the idea of opportunity through engagement, connecting with others in business. The same for many sharing a similar routine these days …

‘Great business today Charlie, met some good people and so glad I accepted your invitation.’

It’s taking that first step, isn’t it? That’s where the intimidation lies, right? Stepping outside of the ‘comfort zone’ into an alien landscape, we all become moulded by our routines and I think Michael was no exception.

With a greater number working from the home office, we soon realise the value of people.

‘I didn’t know what to expect really. Although, I was half expecting the selly-sell, and/or the ‘sign-up’ so today was a refreshing change.’

‘Yes Michael, it is good to have you with us and course there are those who come along fishing for business, with focus on the referral. Others Michael, are just as happy to engage views, share the dialogue, focus on areas of passion, of need and the point of view, not to mention collaboration and to ultimately sample the ‘culture.’ ‘

Business is at times a secondary consideration – or ‘the bonus’ as some put it.

Seems to me, the development of community engagement is important, not least because it inspires better efficiencies by creating belonging. Along with a clear infrastructure, community helps us all, in whatever line business.

Most especially, those working from the home office.

‘Happy people mean a happy business, right?’

True Michael, cultivating the community network has enabled many to plan for the realisation of longer-term goals, the chance to step away from the monthly/quarterly led management figures and visualise the ‘bigger picture’.

Cultivating community delivers so much more. Community inspires relationships, affinity, infrastructure and ultimately the trust – then comes referral.

Why pay me?

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“Hey, I can do better than that, why should I pay you?

‘Why should I pay you, when I know I could produce the same, just as well, if not even better than you?’”

Friends, do you ever have one of ‘those’ days where everyone seems to be the expert with an opinion?

…

The following excerpt came via a recent conversation with Tracey Bloxham, Tracey is a highly reputable photographer and a friend of our Friday forum.

…

I’d barely broken a sweat this Monday morning (what is it with Monday?) when this particular local wise-ass, know-it-all surfaced. He also happened to be a new client.

Let’s identify him as ‘the WAKA.’

I went ahead and offered ‘wise ass know it all’ use of my preferred tool of trade, the latest Nikon (very expensive) DSLR.

‘Please, take the camera, ideal for the interior portraits you called me in for. See if you think you can use this Mr WAKA.’

“Nah, far too complicated, besides I’m supposed to be in the picture.”

‘Take the camera, let’s see your skills.’

“No, don’t bother, photography is not my trade, besides that’s why I’m employing you.”

Correct.

You have asked me over to visit your home on a Saturday to take portraits of your family. You know I am qualified, I’ve had 20 years experience with plenty of recommendations.

“I haven’t the time to do the job myself, besides …’ began our friendly WAKA.

‘Yes, I know, you’re supposed to be in the photo …ok, so you book me here (I continued) to spend 4 hours of my time with the skills I’ve honed and developed over years in my professional industry, skills and time that you simply do not have …

I know I do ‘rant’ at times although our WAKA needed to know this so I went on…

You see, when we engage or pay for professional services, we’re not simply buying the product. We buy the person who is celebrated for what they do. We buy solutions. Someone with the skills and craftsmanship that we don’t necessarily have or which we are unable to use efficiently ourselves.

Beware the WAKA folks, they could cost you your sanity at the very least …

Lose the bad apple

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The bad apple. When it comes to referral some of us are our own worst enemies, don’t you think?

I’m writing in business context here, my young friend Ben had told me about a referral that sounded promising. Naturally Ben was upbeat about the connection and as is good practice, he followed up right away.

It turns out, this referral wasn’t picking up the telephone, made excuses via email and over the course of a couple of days the opportunity petered-out.

Seen it before folks? Here was another example of fast-track to oblivion in terms of referral marketing. Who was going to refer such a person after speaking with Ben? It’s true, bad news does indeed travel fast via word of mouth.

I did my best to reassure Ben that not all of his networking efforts are deemed to go the same way although I could see he was disappointed.

Trust is so important, Ben knows this, he had already made some great contacts so he could move on.

It’s six months now since I began working with Ben and his family as they establish the ‘new generation’ and over that time we’ve managed to avoid the unreliable ‘apple,’ determined the USP, covered ‘The Plan’ and worked on our ‘top ten’ attributes developing the dependable referral network … how do they compare with your own?

Attitude … Do you have one? Ensure that it’s the positive kind.

Enthusiasm. Just like attitude, it’s contagious and brings out the best during networking.

Good Listener. Be sincere, how do you know what others want unless you listen?

Sharing. Share the knowledge, the good news and more, develop the relationship.

Trustworthy. Build trust by trusting others, sit down and listen to those new contacts.

Showing Gratitude. If someone helps out – that’s a great reason to say ‘thank you.’

Enjoy Helping Others. Some don’t ask it, so make sure you do: “How can I help you?”

Work Their Network …be on hand to support your colleagues.

Recommend others. Then ask them to recommend you.

Follow Up On The Referral. Nothing poisons the relationship faster than not following up on your promises. (Just ask Ben.)

“Hey Charlie, that guy doesn’t bother me. He’s his own worst enemy and as far as I’m concerned, I cannot afford to be associated with him.”

That’s understood Ben just like your colleagues in your referral network.