Trust is something you earn, not something you are given

When you need advice, you turn to someone you trust. It doesn’t matter if it’s something small, like deciding what to wear or something big; making a career change, for example. You’re going to rely on the person who’s been there for you, the one who has proven themselves to be on your side time after time. It’s a truth that you see in both our personal and professional lives. How many executives would be eager to hand a key project to an intern on their first day?



That’s why, above all, relationships are the foundation of success in our industry. You need that trust in your partners to deliver solutions. Relationships are everything to me; the successes I’ve had in my career have come through strong personal relationships on a personal level. 

When I was offered my new role here at Trustmark, I turned to someone I trusted: my husband  He told me that it seemed like the right fit and as I’m settling into my role, I couldn’t agree more. I’m excited to hit the ground running with a company that shares my outlook on relationships and building trust with clients. A company, that like me believes in listening and putting the voice of customers first. 

At Trustmark, we understand that with our customers, trust is something you earn, not something you are given. While no two relationships are exactly the same, there are a few essential things that I feel you need to do to build trusted, personal relationships with clients.

Have your partner’s back. When your partner’s call, they need to know you’re going to pick up. When they need something from you, they need to know you’re going to deliver on time. When something goes wrong (and inevitably, this WILL happen), they need to know you’re going to roll up your sleeves and get to work solving the problem. Especially in the voluntary industry, where brokers put so much trust in carriers to help them maintain relationships with employer clients, we’re helping to maintain a relationship on their behalf. As someone who puts such an emphasis on relationships, having your partner’s back is imperative.

Never stop learning. While having your partner’s back is about attitude and responsiveness, the truth is that it will only get you so far. If you’re consistently responding with the wrong answers, the attentiveness you show your clients will be outweighed by steering them in the wrong direction. That’s why I’m always looking to learn more, to become a subject matter expert in any topic that I can, so that no matter the question clients have, I’m able to assist. The more I know, the more trusted I am as a partner and an advisor.

Respect their decisions. “No” is probably a salesperson’s least favorite word. And while it’s never an answer that I take easily, you have to be willing to make concessions with your clients. Sometimes, a client is going to go in a different direction and, when that happens, you have to put the relationship first and accept that answer. The bottom line is that the solution or the products you’re offering may, truly, not be the solution that they need at that time. Being able to accept that shows that you are a partner who respects their opinion. It’s a two way street and accepting no sometimes means that they can trust that, when you are adamant, it’s for good reason. It’s easy to be positive and upbeat and dedicate time to clients when things are going your way; the true test of your partnership is when you run into adversity. I’m a believer that it’s always important to respect your client’s decisions and, in return, the respect they have for you will grow as well.

Though I’m starting in a new role, I’m excited to be building those good old personal relationships built on listening and trust. And, if trust is something you earn, I’ve found that this is a good way to start earning it.

Get in touch with me to start solving your client’s benefit challenges!