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

hello@lorenzocaum.com

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