David Horsager is the Wall Street Journal bestselling author of The Trust Edge and the leading global expert in building high-trust leaders and organizations.
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Trust Edge – The Tools to Solve Your Organization’s Greatest Problems.
Trust Edge Coaching – Visit and become a Trust Edge certified coach.
3 Value Bombs
1) If you want to connect with more people, be grateful.
2) There’s always a cost when there’s a lack of trust.
3) Be good at asking the question “how” at least three times – until you get to something that you can do today or tomorrow.
Kevin Anderson & Associates: Are you finally ready to publish a book the right way? For a limited time, KAA is offering Fire Nation a free 90-min consultation to discuss writing and publishing your book! Visit KAWriting.com/fire to book yours today!
HubSpot: Listen, learn, and grow with the HubSpot Podcast Network at HubSpot.com/podcastnetwork!
**Click the time stamp to jump directly to that point in the episode.
Today’s Audio MASTERCLASS: 8 Pillars That Drive Massive Results.
[1:25] – David shares something that he believes about becoming successful that most people disagree with.
- Many people think trust is a soft skill. It actually affects the bottomline more than anything else.
- A lot of people believe in absolutes. There is no absolute other than trust.
[2:35] – What is trust work, and how did it originate?
- He was asked to consult with a leadership and sales organization. The issue they were having was not a leadership issue, but a trust issue. It was not a sales issue, but a trust issue.
- The only way to amplify your marketing message is to increase trust in the message. It’s not an innovation issue.
[4:38] – The reason why trust matters.
- Trust matters because it is the root cause.
- Marketing gets amplified when trust goes up. Influence happen when trust happens. Sales happen when people trust the salesperson or organization.
- There’s always a cost when there’s a lack of trust. When you increase trust, you’ve just dealt with the root issue that addresses things like Net Promoter Score, engagement, sales, and… everything else.
[5:45] – The pillars of trust.
- People trust the clear and distrust the ambiguous or the overly complex.
- We trust those who care beyond themselves.
- We trust those who do what’s right
- You might trust someone because of compassion and character, but you have to stay fresh, relevant, and capable.
- We trust those who stay committed in the face of adversity.
- We trust those who are willing to connect and collaborate with others.
- We trust those who get results.
- We trust those who do little things consistently. The only way to build reputation or a brand is consistency.
[10:59] – A timeout to thank our sponsor, Kevin Anderson & Associates and HubSpot!
[13:32] – How do the pillars apply to different roles in different companies?
- The connection pillar is how we connect and collaborate with each other.
- In David’s book, there’s an activity that you can do called the Trust Shield that helps break down walls between people.
- There are ways to connect and collaborate. First, identify the magnetic traits between humans. The most magnetic trait is actually gratitude.
- We love to be around people who are grateful. If you build gratitude for your team, life, and family, almost all the negative traits go away. If we want to connect with more people, be grateful.
- Ask the right questions that actually show care for people. It’s broken down into 2 sections: discovery questions and solution-centered questions.
[18:29] – What happens when people above you aren’t trusted?
- Be clear with O.D.C.—O is for outcome, D is for deadline, C is room for clarifying questions.
- People are motivated by things that they do. They see the impact of what they’re doing.
- You never rebuild trust with an apology. The only way to rebuild trust is to make a new commitment.
[23:18] – If there’s anything that we could do differently, what would it be?
- Be good at asking the question “how?” at least three times until you get to something that you can do today or tomorrow.
[26:54] – David’s key takeaway and call to action to Fire Nation
- First, trust is always the root cause.
- Second, be in-line with the 8 pillars.
- Little things done consistently make the biggest difference. Choose to increase trust on any transaction
- Trust Edge – The Tools to Solve Your Organization’s Greatest Problems.
- Trust Edge Coaching – Visit and become a Trust Edge certified coach.
Who's ready to rock today, Fire Nation. JLD here and welcome to Entrepreneurs On Fire brought to you by the HubSpot Podcast Network with great shows like my first million today, we'll be focusing on the eight pillars that drive massive results to drop these value bombs. I brought David Horsager into EOFire studios. David is the wall street journal bestselling author of the trust edge and the leading global expert in building high trust leaders and organizations. And today financial, we talking about those eight pillars of trust. We'll talk about why trust matters and if you could do one thing differently, starting tomorrow, Fire Nation, David's going to tell you what it should be. And so much more. When we get back from thinking our sponsors Fire Nation, are you finally ready to publish a book the right way Kevin Anderson and associates can help.
For a limited time, they're offering Fire Nation a free 90 minute consultation to discuss writing and publishing your book in just six months. Visit KAWriting.com/fire to schedule your free 90 minute consultation today. That's K a writing.com/fire ever wish you had a mentor to help improve your customer experience and scale your business. HubSpot's new podcast, the shakeup with Alexis Gay and Brianne Kimmel has you covered. I love it because it shares how real people are building real businesses in very unique ways. Listen, learn, and grow with the HubSpot Podcast Network at hubspot.com/podcastnetwork. David say what's up to Fire Nation and share something that you believe about becoming successful that most people disagree with.
1 (1m 37s):
JLD. Great to be here. Hey everybody, I I'll give you two things real quick. Number one, many people think trust is a soft skill. I absolutely do not believe trust is soft skill. In fact, I believe it affects the bottom line more than anything else. And following that, I believe a lot of people believe in absolute, like it's absolutely this absolutely there's no absolute other than trust. So in other words, people are like, oh, persevere, we have to live as, as entrepreneurs intention. It's not it's, you know, people say, oh, early bird gets the worm, but be patient. Well, sometimes you've got to get the worms. Sometimes you gotta be patient persevere or pivot. Some people persevere right off the cliff. Some people pivot too early.
1 (2m 17s):
So there's my two trust is not a soft skill. And secondly, there's no absolute except trust.
0 (2m 24s):
Well, Fire Nation, you can tell this is going to be a punchy, enthusiastic high energy interview with David and myself. For sure. And as I mentioned in the intro, he is the author of the trust edge. So I want to start by talking about trust work. What is trust work and how did it originate in your world? Trust
1 (2m 46s):
Edge was the first book wall street journal bestseller, then daily edge and the new book that just came out as trusted leader. But basically this all goes back a couple of decades. I was, you know, asked to consult with these leadership and sales organizations. And I kept just intuitively at the time seeing, you know, what that the issue they think they're having. That's not a leadership issue. The reason they're not pulling the leader is trust. They don't trust them. And that's not a sales issue. The reason people aren't buying is they don't, they don't trust the sales person. That's not a marketing issue. The only way to amplify a marketing message is increased trust in the message is, oh, that's not an innovation issue. If, if people would trust each of them or they'd actually share ideas and be creative and innovative and all that, that's that teacher people aren't learning in that classroom.
1 (3m 28s):
It turns out because they don't trust the teacher or the content or each or the psychological safety or trust of the room. So it kept coming back intuitively that led to my grad work that became interesting to people, much more famous than me at the time that led to our first work that actually first organization that kind of proved it out was they said they saved two to 4 million and attrition costs in nine months. And then we did it, you know, everything from companies and corruption issues to pro sports teams to, you know, to, to, to then the books. And, and you know, now we put out the biggest piece of research, I think out of north American trust and leadership. So that was back in 99 where all this kind of started. And then along the way, the grad work, the research, the books, and then now use again in some of the biggest companies in countries, you know, in the world.
1 (4m 10s):
So that's the quick journey. And along the way, why am I so passionate about it? By the way it changed me. It changed me as a, as a dad, as a husband, as a leader. And that's probably probably why I'm so passionate about it because I see the transformation. I see I've seen people triple sales. I've seen people say it saved their marriage.
0 (4m 27s):
Well, I can feel your passion. I can feel your authenticity. And we have a lot to talk about today. I mean, I want to get into the eight pillars of trust, but right before we do, just give us a quick synopsis, according to David himself. Why, why does trust matter?
1 (4m 44s):
Trust matters because it is always the root cause. People look for in business and leadership leading versus lagging indicators. Trust is always the leading indicator. Marketing gets amplified when trust and the message goes up. Leadership gets influence happens when the leaders trusted sales happen when people trust the sales person or organization. So trust is the root cause. A lack of it's the biggest expense, a simple analogy would be let's take a lock. The only reason I put a lock on anything is because I don't trust you. So what is the cost? Well, money. I got to buy the lock, but the biggest cost is time. And I got to open that lock every time I go through the gate. And it's the same with all of us. It's like text someone you trust, boom, it's done text someone you don't trust. How long does that take? Oh, how are they going to take this? How are they going to it's a cost enormous amount of time.
1 (5m 26s):
So there's always a cost where there's a lack of trust. And when you increase trust, you've just dealt with the root issue, which then affects a net promoter score, engagement, sales, and culture, and everything.
0 (5m 38s):
Fire Nation. We have so much to talk about here today. And you can tell that David does not mince words. He is concise. He is clear. He gets a lot said in a short amount of time. So I know it sounds like a lot, but let's walk through these eight pillars of trust break. These downforce brother.
1 (5m 55s):
You know, I believe I hope without any ego now work on six continents. And we have certified coaches on six continents, dealing with everything from corruption issues to pro sports teams, to businesses that you can solve every leadership and organizational issue against these eight. It doesn't mean it's easy. Doesn't mean that we don't contextualize for, for corruption issues and needs to Africa versus, you know, New York, Yankees, whatever, you know. So, but these eight are the framework. And I know everybody wants three points in a poem, but when it comes out of research, you've got to give all eight. So here we go. Eight pillars of trust. Number one, clarity, people trust the clear and they mistrust or distrust the ambiguous or the overly complex. There's a whole. And under each of these there's takeaways, you can use trust.
1 (6m 35s):
The leader has a whole lot of them, but I'm happy to give away. And we're going to give away through links to the, you know, the whole entrepreneurs on fire audience. And you know, we're going to give it, give a whole lot of way here if you'd like it. But number one is clarity. You can find the, how, how strategy or a lot of the different strategies for how to get more clear. But number one, clarity. Number two is compassion. We trust those that care beyond themselves. We don't want to be accountable to someone or buy from someone if they don't care beyond themselves. Even if it's not about me, some mission or something, number three is character. We trust those that do what's right, or what's easy. You know, I thought, oh, character, that's everything. That's so critical. It's so important. It is important. And we have a seven step process to create an organization on high character.
1 (7m 16s):
However, it's not everything because number four is competency. I might trust JLD to watch my kids at the ball game because of his character and compassion. I may not trust him to give me a root canal, right, because of competency. So you have to stay fresh and relevant and capable. That's why your podcast is so amazing because you're helping people be better. Alvin us be better entrepreneurs and leaders and, and even people, you know, so you've got to, if you're selling the way you were 10 years ago, I don't trust you. If you're leading the way you were five years ago, I don't trust you. You've got to stay fresh, relevant, competent, and capable. Number five is commitment. We trust those that stay committed in the face of adversity. So if you think of anybody in history, that's left a legacy Mandela, Martin Luther king, Gandhi, Jesus, or Joan of arc.
1 (8m 1s):
And you'll be able to think of somebody that's stayed committed to something beyond themselves. So commitment is, is the next one. Now these all are C words to reference a research funnel, but don't think they're kind of some motivational piece. They're they're they all represent a real research funnel. So the next one after commitment is connection. We trust those that are willing to connect and collaborate with others. If I see siloing in our organization, I know I've got a counterforce to that commitment pillar or a, you know, connection pillar. Next pillar. Number seven is contribution. We trust those that get results. So think of these are the words that came out of that research funnel results, performance outcomes. You've got to contribute results.
1 (8m 42s):
You can't just have compassion and character and not contribute the results I expected or asked for. So you think of a surgeon, compassionate surgeon, but we go on for amputation cuts off the wrong leg. We've got a problem, right? We didn't get the results. We wanted it as expected. The final pillar is consistency. We trust those that do the little things consistently. The only way to build a reputation is consistency. The only way to build a brand is consistency. I have to have the same feel each time. So by the way, for good or bad. So if you're late all the time, I will in fact, trust you to be late. That's the eight pillar framework in fast order. I can speak about any of these for a full day.
1 (9m 22s):
So in our training and ongoing work, there's a lot here. So I'm happy to go anywhere you want to go. But we, at least we have a common language because this is really important because people need to solve the right, the, the real issue. And these are the core issues. These are why it's not an engagement issue. And then even a communication that people do. You got a communication issue. David ladies and gentlemen, entrepreneurs on fire. We never have a communication issue. Communication is happening all the time. It's the tech clear clarity. Number one pillar clear is trusted. Unclear. Isn't compassionate is trusted. Hateful. Isn't consistent is inconsistent, high character, community communication, stress, that low character isn't. So we can look against these eight. We can, we can solve an issue. You think, oh, we do it for marketing, for hiring.
1 (10m 5s):
I mean, pick a marketing issue. Okay, well, is this, is this, how are we going to amplify the marketing message? Okay. Is it clear? Is it show compassion for our people? Is it show our character? Is it, you know, consistent with our brand? Is it connecting with our audience? Is it showing the results we get contribution? And we can just whip through them and say, oh, now I've got a trusted marketing piece.
0 (10m 23s):
So much value here. So many CS here, you know, clarity. You know, I always talk about clarity firing. I mean, you need to be clear, concise. You need to have clarity with your words, with your actions. I want to jump down to number four competency, Fire Nation. Do not trust me for your root canal, but do trust me for business advice. I wrote a whole book, the common path, uncommon success, because I have that competency. So know what conversely you can trust within people. And then, you know what that I actually do want you to dive into after the break, David is connection because I think that's so powerful, so meaningful. So let's kind of start with that. As soon as we get back from thanking, our sponsors, customer expectations are at an all time high.
0 (11m 5s):
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1 (12m 3s):
Fire Nation, do you realize the value being a published author brings to your business? As one of myself, I can honestly say a lot. So if you've ever considered writing a book, but feel like you don't have the time writing ability or idea to make it a success, then I've got great news for you. Kevin Anderson and associates is an industry leading all inclusive book writing firm that can help you go from no book to publish author. In as little as six months Kevin's team has launched 19 number one, New York times bestsellers and hundreds of national bestselling books. You'll be able to work directly with those who helped launch the careers of the biggest names in the book business, including Bernay Brown, Simon Sinek, Robert Kiyosaki, and many more. It doesn't matter where you are in the book. Writing process. Kevin's team will guide you through every step of writing your book and developing a customized publishing strategy to exceed your wildest expectations.
0 (12m 50s):
And as few as eight hours of your time, Kevin Anderson and associates can gather all the Intel. They need to write and publish your book the right way. And as quickly as six months, if you're ready to establish yourself as the authority in your area of expertise, Kevin is currently offering you Fire Nation, a free 90 minute publishing consultation call visit KAWriting.com/fire to schedule your free consultation today available for a very limited time, that's KAWriting.com/fire. So David back ends as I kind of teased before the break, we're gonna do a little bit more of a deep dive into connection, and that I kind of want you to be a little more general with sharing how these pillars specifically can apply to different roles in different companies.
0 (13m 32s):
We're talking sales, we're talking to HR, finance. I mean the whole kitten caboodle take it away. Rather,
1 (13m 37s):
First of all, love your book. I have it right here. And
2 (13m 41s):
That's a fantastic piece that
1 (13m 43s):
As everybody listening knows. So let's, let's talk about, so connection pillar, how do we connect and collaborate with each other? You know, when we look at an organization, we see siloing, we've got a counter to connection. When we see an unwillingness to collaborate, you know, these are signs, but a couple of little tips and takeaways really quick. Now, number one in the book, trusted leader, just so people have this, there is an amazing activity you can go through called trust shield. That activity is breaking down walls at some of the boards of the biggest organizations, the world it's, it's unbelievable the power of that activity. So that's something people can do later if they'd like or go online, or if you can't afford the book, email us for free.
1 (14m 24s):
And we'll, we'll send you the, that specific activity, but I'll give a couple other ideas connection. How do we connect and collaborate? There are several ways we do it. I'll give a couple fun ones. Number one, what is the most magnetic trait in first interaction in humans? What's most magnetic. Now, first of all, you would agree with me once you JLD there's there's repelling traits in people. Absolutely. What are some repelling traits? Shout some out really quick DLD.
0 (14m 49s):
Oh man, just being loud, obnoxious, smelling, bad. All those things.
2 (14m 53s):
Odor odor from odor to arrogance,
1 (14m 56s):
Right? So that's true. So magnetic traits, give me a few magnetic traits like this draws you in what would be magnetic traits,
0 (15m 2s):
Kind, authentic, genuine, enthusiastic. I really do believe that phrase by Kevin Kelly, that enthusiasm is worth 25 IQ points. Isn't
1 (15m 11s):
That something, all of these are true. In fact, you hit a few of the top three in the, in the, in those that you just stated the most magnetic trait. According to the research ahead of all the others, especially in first interaction is something very few people ever name. I will hear people say smile and empathy and some of these other things, but the number one most magnetic trait actually is gratitude. We love to be around people that are grateful. And actually, if you build gratitude into your, your team, your life, your family, almost all the negative traits go away. Grateful people don't tend to be entitled. They don't tend to be pessimistic. They don't tend to be completers.
1 (15m 52s):
I don't even think they smell bad. So gratitude. That's one point in, in, in this connection pillar, if we, if we want to connect more with people, be more grateful. You, you got an opportunity to sell. Be grateful for me. I will just say JLD thank you
0 (16m 6s):
For having me on your show. I do,
1 (16m 9s):
By the way, you, of course, it's gotta be authentic, but look, you have a very special audience. It's a gift to be able to be on here with this amazing audience you've built. So, so gratitude is one. What are some other ways we can build connection? The questions, how we ask questions, being a great question. I hear you, you win again, but, but do we ask the right questions that, that actually show care for people? So, so, you know, discovery questions and solution centered questions. We, we break it down in, in some of my training with discovery. So, you know, a good question. It might be, you know, where do you want to be in five years?
1 (16m 49s):
Or, you know, w what's your, what's your hope for the future or what, you know, a CEO, a lot of people use this, what what's keeping you up at night. And then on the other side, a solution centered what? Okay, so what could you do about that? What would help you with that? So questions can be very magnetic stories. Can, can build a connection. As you know, I think I remember this going to the national storytelling festival, this little town, Jonesborough, Tennessee. And when you come in there and get this, this a cool sign on the old museum and this quaint little town where thousands of people come to this little overtake, this little talent from all over the world that said, if there maybe if we heard everyone's story, there would be no more war.
1 (17m 31s):
And I think there's something we talk about the story. We talk about collaborating with value or delivering value as one of the ways we connect. So few little ideas from gratitude to Stuart, being a great storyteller, by the way, where you are not the hero where I am not the hero storytelling, where others are the hero. And it could be, what if you're, you know, wanting to sell something or an entrepreneur, the product is the hero or the client is the hero. So few quick
0 (17m 58s):
Ideas there. Wow. I mean, Fire Nation, there's more than a few ideas here. There's so much value is being dropped here by David. I want you to really open your mind up to these eight pillars and think how you can apply them to your business. And we talked about this very briefly in a little bit, but I wanted to do a deeper dive David, about what happens when people above you, aren't trusted. How does trust work? Then
1 (18m 22s):
Give you a couple of ideas right there. When people above you, aren't trusted. First of all, let me say this. Overall, my work, the basis of my work is mostly what can you do? So I'll fly to an event today. I've got seven events in seven days coming up here. I, I I'll be at the back. It's just almost guaranteed signing books again. And, and people come up to me after the event. They'll say, David, I love that keynote on trust. That was, I believe that I agree with you. My boss should have been here. My, my kids should have been here. They need it. My spouse needs this stuff. And a lot of people, first of all, I just want to get people thinking, you know what? They're not here, you're here. And I'm hearing every time I even hear myself speak about this, I think of things I could do differently. So we want to start with ourselves.
1 (19m 3s):
Number one, number two, I there's, there's things you can do to coach this. Like so clarity. Like my team knows. I struggle with clarity. So they ask me how can, okay. Are we, are you clear on that? So I have, here's one simple method I talk about with, with a clear communications ODC. If we will, as, as leaders, I had to learn this the hard way I was in my twenties, when I was put over a whole staff, that was all older than me. I wasn't getting what I wanted. I finally got absolutely clear. I started to get what I wanted and I just can't put this whole idea ODC. I got to make sure I'm clear about the outcome. Oh, the D the deadline and the C and then C leave room for clarifying questions.
1 (19m 44s):
So a lot of times we're not we're w we really micromanage how people should do things, but if we're clear about the outcome, are we clear? This is the outcome I want to see. Are you clear about that? Okay. Here's a deadline. Many times as managers, we don't share the deadline because we're afraid that it will create conflict. When in fact not sharing deadlines will absolutely guarantee conflict. It doesn't mean we know the future, like in a year, but we can at least say, can we check on this at 10:00 PM or 10:00 AM on Friday? Like, could we show the next level? Could we get to hear what that, that, where we can see and then see, is Liam leaving them for clarifies? Are you clear about this? Am I clear about this? There's ways of coaching. There's other ways we can coach up.
1 (20m 25s):
Like we can, we can, if I had someone above me that was poisonous, there's a couple of things I would, I would do. Number one, people are motivated by things like what they do. Like they're their, when they see the impact of what they're doing. So sometimes they're blind. So what I'm saying is, Hey leader, I'm going to honor you, let me, Hey, I'm glad you're my leader. You're doing this and this and this. Do you know when you do that behavior, it turns everybody off. Or do you know that ruins this for you? When you can show them the pain, as you know, motivation theory, we're either motivated toward her away from, and we're much more motivated by pain than pleasure. We might go over and do that thing for pleasure, but you put a tack under my buns.
1 (21m 7s):
I'm jumping up. So if I can show that even that leader above me with respect the pain they're causing themselves, they might be motivated. Let me also be clear here. When I talk about trust, you might hear me say, oh, he's really, he believes in trust. He should, you know, he wants to trust everyone. No, I want you to be the most trusted, because you will be, become the most influential when you're the most trusted. But that doesn't mean you should just trust them. I've had people come up to me and say, oh, I want, I'm just going to start trusting this person again. Oh yeah. Trust them to do what they did last night. If that guy did that to you last time, trust that he will do that again. Don't just blind trust, but you and I can become more trusted when we do.
1 (21m 47s):
We become a trusted leader that gains an incredible advantage. Well, I'm just thinking of their takeaways in my mind. One more, really quick. How do you, how do you rebuild trust? How do you rebuild it while we get a 10 step process in the coaching manual and 15 step in my first book, trust, edge. But let's, let's talk about this. Everybody here that's listening has broken trust has made up, you know, has ruined something has, has made a mistake. Everybody has. So how do you rebuild it? Well, many people think, oh, just it's, it's the apology. You never rebuild trust in the apology. I remember the CEO from the Netherlands came to America. We got to know each other. He'd been here a couple of weeks. I said, what's the first thing I noticed in America. He said, one of the first thing, David, you got a bunch of lying. Apologizers I got this whole team over here.
1 (22m 28s):
They said, I'm sorry. I'm late.
3 (22m 29s):
It's guy comes in everyday. I'm sorry. I'm late. No, you're not. You're late. Every day.
1 (22m 33s):
We don't rebuild trust on the apology. Doesn't mean you shouldn't apologize. But the only way to rebuild trust, whether you're a big company with an oil spill or you're an individual is to make and keep a new commitment. It's the only way. And then there's other steps too, but that's, we need to think some people think we're done when we apologize. And it's just absolutely not true. As far as rebuilding trust is concerned.
0 (22m 53s):
Wow. Fire Nation. If you think that our man David here is dropping this much value during a podcast episode, imagine what his entire book slash books contain. So it's going to keep that in mind there. Now there's a lot of things that you would want somebody to do differently starting today or tomorrow, but let's just focus on one thing. Find is you could only do one thing differently starting right now in this moment. Or if we're going to give them a little bit of a break, maybe starting tomorrow, what would that one single thing be?
1 (23m 25s):
I would ask three questions and these three questions are the most underused overlooked questions that actually take an idea to an action. These three questions I will tell you right now are the questions that people have of I've had people say they help them triple sales in 90 days. And these three questions are the questions I use to lose 52 in five and a half months in 2011 and plowed off these three questions changed the second biggest, the culture of the second biggest healthcare organization north America. Well, I got to tease you a little bit. Let me tell you what, they're not. Number one. They're not the why. There's a lot out there about the why I don't disagree. That the why's important. If you don't have a strong purpose, you won't last 10 days on a project.
1 (24m 6s):
There's a lot from Collins that I love and appreciate about the who get the right who's on the bus. The problem is there. I see buses full of great. Who's singing kumbaya about their why going right off the cliff. So have your who's have your why those are big motivators, but they are not the questions that take an idea to an action. The three questions this comes under the clarity pillar, but these three questions, the questions that actually take an idea to an action that give hope that I can actually do something here they are. Number one. How simple, simple. How am I going to do that? How do I get there? How, okay. Second question. Way more important. Ready?
1 (24m 44s):
GLD. How and the third, most important question of all is how ladies and gentlemen, you've got to get good at asking these questions, at least three times how you can do that, how you can do that. How are you gonna do that? How are you going to do that? When I, how, until you get to something you can do today or tomorrow. So you can take any of these pillars because they clarity. Okay? How many of you may be more clear with that, that a client? Okay. Then how am I going to do that then? How am I going to do that? And how am I going to do that? Let's let's take one organization. Second biggest healthcare organization, north America were at a private location. They'd lost their aged care funding and patients and all these things. And the CEO, I said, we've done all this trust, work to him.
1 (25m 25s):
I said, what do you really want to change? He said, we need a better culture. I said, great. How are you gonna start to have a better culture? He said, we're gonna, we're gonna, we're gonna be clear. We think we should start with your clarity pillar. I said, great. How are you going to be more clear? He said, we're going to communicate more. Do I trust him? Not for a second? How are you going to communicate more? We're going to hold each other accountable. I can't tell you how many people say have accountability as a value. And they don't know what it means. So I said, how are you gonna hold each other accountable? I asked how seven more times that CEO came up with something he could do today or tomorrow. Then we did it with the leadership team. They got to something they could take action on tomorrow morning. And they said seven years later, that changed them. That's the same thing I did with my help, because it turns out, eat less, exercise more is not clear enough.
1 (26m 8s):
So I said, well, how am I going to, how am I going to, okay, whenever I get on a plane, I'm not going to order a cake. I'm not going to drink a calorie. I stopped drinking, Coca, replace it with a Fresca. That was a one final how of many, but I got to get to a, how that I can apply to their tomorrow. That is strategic clarity. That takes an idea to an action.
0 (26m 24s):
Wow, is all I'm going to say to that. How, because that was some straight up value coming at you from David himself and David, you shared a ton of value bombs. Today. We talked about the eight pillars. We talked about the, how we talked about so many great things here. Take the mic for a second. Take the stage. What is the one thing you want to make sure Fire Nation gets walks away with knowledge wise from this interview, and then share how we can connect with you, your business in any call to action you may have, and then we'll say goodbye. That sounds
1 (26m 55s):
Great. Thanks again. JLD first of all, trust is always the root cause you got to see it as that. So you're solving the right issue. Second, you've got an eight pillar framework. So line it up there and see, see the pillars. I would take a moment. Everybody take those eight pillars on your napkin or journal right now. Hopefully you have a JLD journal and you just say, underline, a couple. You're doing well. Okay. You're all doing something well, circle one that you could do something differently about and how, how, how that one until you get to some ideas you can do starting today or tomorrow and do that for 90 days. What do you want? I want more consistency with this client. Okay. How are you going to be more consistent with them?
1 (27m 35s):
Okay. How are you going to be more consistent? Okay. How and get how that you can do that will increase consistency because that will increase trust. And that always affects the bottom line. So look at those eight, underline, a couple of are doing well. Circle one. How it, until you can do something today or tomorrow, final, final thought under that final pillar, it is absolutely the little things done consistently that make the biggest difference. Not the big things. I don't care if you're an entrepreneur, you're sales, you're a dad, mom, or anything else, little things done consistently because here's the problem. Every single interaction we have with every single person we increase or decrease trust just a little bit.
1 (28m 16s):
But will you talk to your kids this morning? They trusted a little bit more, a little bit less. The way you talk to that client. Last week, I've seen a boardroom situation where the CEO and chairman were consistent for 20 years and the CEO was inconsistent one-time and that was the beginning of the fall of the company. Little things done consistently make the biggest difference. Choose to increase trust in every interaction.
0 (28m 36s):
That last phrase, little things done consistently make the biggest difference. I mean, it all goes back to just getting 1% better. Fire Nation, everyday doing things 1% better every single day. And give us a call to action, David, how can we connect with you? How can we consume more of your content? Anything you have for us before we say goodbye.
1 (28m 55s):
Thank you so much. Hey, trust, edge.com. That's our overall site for measuring trust. If you want to use the measurement tools, if you want to become a trusted certified coach trust edge coaching.com, but you can go everywhere from trust, edge.com. You can find about me, David horsager.com. If you can spell it or just go to trusted.com, find out about the books and the content. There's a bunch of free tools, measurement tools, all of our research, you can go to it from trust, edge.com. Trusted leader is the new book and you can get it anywhere. Books are sold, but it kind of fun because our books came out about the same time. Yeah. Our newest books, and we're hitting the list and having fun there.
1 (29m 37s):
So I saw yours just, you know, I know I recommend it and stuff, but it was a really fun to see how well it's doing fun to be walking this path of trying to change the world again,
0 (29m 49s):
Appreciate it brother, all day, every day and Fire Nation. You're the average of the five people that you spend the most time with. You've been hanging out with DH and JLD today. So keep up the heat and head over to EOFire.com type David in the search bar. The show notes page will pop up with everything that we've been talking about here today. Best show notes in the biz. Visit trustedge.com. Pick up the book, The Trusted Leader and man Fire Nation. You are on fire after this interview. And David, thank you for sharing your truth, your knowledge, your value with Fire Nation today, for that, we salute you and we'll catch you on the flip side. Hey, Fire Nation today's value bomb content was brought to you by David and Fire Nation. Are you ready to rock your very own podcast?
0 (30m 32s):
Check out our free podcasting course, where I teach you how to create and launch your podcast for free free podcast course.com freepodcastcourse.com. I'll catch you there, or I'll catch you on the flip, the flip side, Fire Nation. Are you finally ready to publish a book the right way Kevin Anderson and associates can help for a limited time, they're offering Fire Nation a free 90 minute consultation to discuss writing and publishing your book in just six months. Visit KAWriting.com/fire to schedule your free 90 minute consultation today. That's KAWriting.com/fire ever wish you had a mentor to help improve your customer experience and scale your business.
0 (31m 14s):
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