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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    Emotional bank accounts and trust Emotional bank accounts and trust Presentation Transcript

    • Emotional Bank Accounts and Trust
      Lorenzo Orlando Caum
    • More about this topic
      February 15, 2010
      2
      Lorenzo Orlando Caum
    • Viewing each separately
      Emotional—Bank Accounts—Trust
      February 15, 2010
      Lorenzo Orlando Caum
      3
    • Emotional
      • From the latin word emovere
      • e refers to ‘out’
      • movere means ‘move’
      February 15, 2010
      Lorenzo Orlando Caum
      4
    • Bank Accounts
      • Financial
      • Money coming in
      • Deposit or a debit
      • Money going out
      • 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
    • 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
    • A Metaphor
      Emotional—Bank Accounts—Trust
      February 15, 2010
      Lorenzo Orlando Caum
      7
    • 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
    • Emotional Bank Account vs. Trust
      February 15, 2010
      Lorenzo Orlando Caum
      9
    • Six Major Deposits
      Emotional Bank Accounts
      February 15, 2010
      Lorenzo Orlando Caum
      10
    • February 15, 2010
      Lorenzo Orlando Caum
      11
    • Understanding the Individual
      Place yourself in their position. Appreciate their values.
      February 15, 2010
      Lorenzo Orlando Caum
      12
    • Attending To The Little Things
      Fine details truly add up.
      February 15, 2010
      Lorenzo Orlando Caum
      13
    • Keeping Commitments
      Don’t make promises that you cannot keep.
      February 15, 2010
      Lorenzo Orlando Caum
      14
    • Clarifying Expectations
      Make expectations in beginning and make them clear.
      February 15, 2010
      Lorenzo Orlando Caum
      15
    • Showing Personal Integrity
      Keep promises and fulfill expectations.
      February 15, 2010
      Lorenzo Orlando Caum
      16
      More
    • Apologizing Sincerely When You Make a Withdrawal
      People forgive those who are genuine.
      February 15, 2010
      Lorenzo Orlando Caum
      17
    • Relating the Six Major Deposits
      Emotional Bank Accounts
      February 15, 2010
      Lorenzo Orlando Caum
      18
      • Developing trust is vital for relationship selling
      • Adds value
      • Service Quality
      • Car repairs
      • Eating out at a restaurant
      February 15, 2010
      Lorenzo Orlando Caum
      19
    • 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.
    • Recap
      Emotional Bank Accounts and Trust
      February 15, 2010
      Lorenzo Orlando Caum
      21
    • Trust is very important for emotional bank accounts
      Make Debits
      • Kindness
      • Courtesy
      • Honesty
      • Follow through on promises
      Don’t Make Credits
      • Disrespect
      • Overreacting
      • 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
    • Resources
      February 15, 2010
      23
      Lorenzo Orlando Caum
    • Lorenzo Orlando Caum