Emotional bank accounts and trust
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Emotional bank accounts and trust

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A presentation prepared by @lorenzocaum that explains the concept of emotional bank accounts and trust--a phrase coined by Stephen R. Covey.

A presentation prepared by @lorenzocaum that explains the concept of emotional bank accounts and trust--a phrase coined by Stephen R. Covey.

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  • 1. Emotional Bank Accounts and Trust
    Lorenzo Orlando Caum
  • 2. More about this topic
    February 15, 2010
    2
    Lorenzo Orlando Caum
  • 3. Viewing each separately
    Emotional—Bank Accounts—Trust
    February 15, 2010
    Lorenzo Orlando Caum
    3
  • 4. Emotional
    • From the latin word emovere
    • 5. e refers to ‘out’
    • 6. movere means ‘move’
    February 15, 2010
    Lorenzo Orlando Caum
    4
  • 7. Bank Accounts
    • Financial
    • 8. Money coming in
    • 9. Deposit or a debit
    • 10. Money going out
    • 11. Withdrawal or a credit
    While it is possible to have a negative bank account, we strive to remain in the positive
    February 15, 2010
    Lorenzo Orlando Caum
    5
  • 12. 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
    February 15, 2010
    Lorenzo Orlando Caum
    6
  • 13. A Metaphor
    Emotional—Bank Accounts—Trust
    February 15, 2010
    Lorenzo Orlando Caum
    7
  • 14. Emotional Bank Accounts
    • Based on trust
    “…the amount of trust that’s been built up in a relationship.”
    -Stephen R. Covey
    February 15, 2010
    Lorenzo Orlando Caum
    8
  • 15. Emotional Bank Account vs. Trust
    February 15, 2010
    Lorenzo Orlando Caum
    9
  • 16. Six Major Deposits
    Emotional Bank Accounts
    February 15, 2010
    Lorenzo Orlando Caum
    10
  • 17. February 15, 2010
    Lorenzo Orlando Caum
    11
  • 18. Understanding the Individual
    Place yourself in their position. Appreciate their values.
    February 15, 2010
    Lorenzo Orlando Caum
    12
  • 19. Attending To The Little Things
    Fine details truly add up.
    February 15, 2010
    Lorenzo Orlando Caum
    13
  • 20. Keeping Commitments
    Don’t make promises that you cannot keep.
    February 15, 2010
    Lorenzo Orlando Caum
    14
  • 21. Clarifying Expectations
    Make expectations in beginning and make them clear.
    February 15, 2010
    Lorenzo Orlando Caum
    15
  • 22. Showing Personal Integrity
    Keep promises and fulfill expectations.
    February 15, 2010
    Lorenzo Orlando Caum
    16
    More
  • 23. Apologizing Sincerely When You Make a Withdrawal
    People forgive those who are genuine.
    February 15, 2010
    Lorenzo Orlando Caum
    17
  • 24. Relating the Six Major Deposits
    Emotional Bank Accounts
    February 15, 2010
    Lorenzo Orlando Caum
    18
  • 25.
    • Developing trust is vital for relationship selling
    • 26. Adds value
    • 27. Service Quality
    • 28. Car repairs
    • 29. Eating out at a restaurant
    February 15, 2010
    Lorenzo Orlando Caum
    19
  • 30. P Problems are PC Opportunities
    • A problem is actually a chance to deposit into the emotional bank account.
    February 15, 2010
    Lorenzo Orlando Caum
    20
    Loyal customers (return customers) are the most profitable for companies.
  • 31. Recap
    Emotional Bank Accounts and Trust
    February 15, 2010
    Lorenzo Orlando Caum
    21
  • 32. Trust is very important for emotional bank accounts
    Make Debits
    Don’t Make Credits
    • Disrespect
    • 36. Overreacting
    • 37. Betraying your trust
    February 15, 2010
    Lorenzo Orlando Caum
    22
    Six Major Deposits
    Understanding The Individual
    Attending To The Little Things
    Keeping Commitments
    Clarifying Expectations
    Showing Personal Integrity
    Apologizing Sincerely When You Make A Withdrawal
  • 38. Resources
    February 15, 2010
    23
    Lorenzo Orlando Caum
  • 39. Lorenzo Orlando Caum