Miami — When trust, whether it be in leaders or a brand, increases output, morale and retention go up, while costs, problems and skepticism go down, according to David Horsager, founder of David Horsager Leadership, Inc. and author of The Trust Edge.
He explains that people lose trust as a result of past experiences and current perceptions, noting that attributes such as arrogance squash trust and inhibit leadership.
To build trust, Horsager says there are eight pillars:
Clarity: People trust clear messages, while the converse is true for ambiguity.
Compassion: Listen, appreciate and wake up and be present.
Character: Do what needs to be done when it needs to be done, whether you feel like it or not.
Competence: Stay fresh, relevant and capable.
Commitment: Commitment breeds commitment. Horsager explains that if trust has been lost, making a commitment and following through with it is one of the best ways to rebuild trust.
Contribution: At the end of the day, you have to have results.
Consistency: Doing little things consistently leads to trust.
Connection: People who can connect with others have their trust. He notes that there are certain magnetic traits that draw others in, giving gratitude as an example.
“If you don't think trust affects the bottom line, think about the Lance Armstrong or Tiger Woods,” Horsager says.