The best way to earn the trust of executives is to honor your promises and commitments. If you say you are going to do something...do it. I'm sure you do this with the big ticket items like a requested report, a software feature, network up time. Those items are job requirements. I'm talking about earning trust through your personal promises and commitments as a valuable person. I'm talking about your own personal mission statement.

You've read my articles and recommended reading and probably noticed that I quote Jeffrey Gitomer a lot! Mr. Gitomer writes and talks about customer service and sales. What I have discovered is many of his ideas and recommendations could easily apply to technologists, such as how to engage their own customers...the business user (if you read any of the recommended books by him, you already understand the similarities...hint hint hint).

Back in October of 2009, Jeffrey Gitomer published an article on characteristics of a personal mission statement. He provided a list of promises and commitments that an individual can make to encourage a trust building relationship.

Here is a subset of his list. Check the ones that you believe apply to how YOU treat your business community. To make it easier, I made a few adjustments to the way the statements were phrased by Jeffrey Gitomer.

1. I've substituted the plural to singular representation on his list to focus on your own personal mission statement.
2. I changed customers to business people to keep you focused on your internal customers.
3. My additional alterations which apply directly to technological people are in italic (i).
• I will be friendly.
• I will be professional.
• I will be helpful.
• I will be proactive.
• I will be knowledgeable.
• I will have what business people want, when they want it.
• I will make providing business people the best service my top priority.
• I will view service as an opportunity and a priority, not a job function.
• I will answer the phone on the second ring with a live person 24-7-365.
• I will be available when you need me.
• I will be human to human at all times.
• I will be easy to do business with.
• I will provide the highest quality products.
• I will provide the highest quality training.
• I will do what I promise.
• I will keep you informed as I progress.
• I will think long term in all my endeavors.
• I will maintain great attitudes toward service.
• I will earn your loyalty with quality and value.
• I will take as much pride in your business (and personal goals) as you do.
• I will maintain my dedication to lifelong learning.
• I will recover memorably when an error occurs.
• I will provide prompt service.
• I will respond in a heartbeat or faster.
• I will serve memorably.
• I will kiss ass and I will do it with a smile.
• I will go the "Extra Mile."
• I will be on the leading edge of technology.
• I will customize and personalize all enterprise training (interactions).
• I will help increase YOUR sales (meet YOUR objectives).
• I will be an expert resource for you.
• I will use CREATIVITY and VALUE to differentiate and dominate.
• I will cultivate relationships by paying attention to each business person's individual's needs and interests.
• I will become your trusted advisor.
• I will collaborate with you every step of the way.
• I will practice what I preach.
• I will lead by example - always walking my talk.
• I will be committed to earn your loyalty.
• I will treat all business people the same - LIKE GOLD.

How did you do?

1. How many statements are checked? Is it over 80%?
2. Did you check an item because you did it once or twice or because you do it consistently? Did you check because you do it for one or two business users or all of them?
3. What wasn't checked? Any pattern to what you feel you can NOT achieve? Why?

Perception is in the eye of the receiver.

If you gave this list (without the checks) to each of your business users, what would he or she check when describing how you treat him or her? Scary thought, isn't it. I dare you to try.

You may have treated your business users in the above manner once or twice. The key to earning trust is to treat each person consistently (you don't know whom else is watching or to whom the recipient is relating the story to). You only become a trusted advisor when you are able to have a check by each statement because YOU act this way CONTINUALLY with EVERYONE. It is YOUR personal mission statement and brand!

What's In It For You?

This is a lot of work! I understand. Yet, this is more powerful than writing the best code or defining the best process. This defines YOUR character. It opens doors to more opportunities. It is THE differentiator between you and your colleagues. Just look at who moves up in the organization. Is it the person who defined a great process? Is it the person who wrote the best code? I'd bet that it was the person that had more check marks in the above list than you.

Persistent acts to serve the business user makes you remembered and remarkable.

SBDi speaks both Business and IT languages. Bring SBDi in to help communication between both organizations. Let us help you find the right flexible solution that will help business increase revenue.

Pat Ferdinandi, Chief Thought Translator