Five characteristics of trusting workplaces that help organizations get and keep loyal customers are: 1) having the right people in the right jobs; 2) clearly communicating a consistent vision; 3) basing the culture on defined values rather than rules; 4) habitually listening to employees and customers; and 5) focusing on employees' strengths. Trusting workplaces establish processes and coach employees to implement the "Law of Psychological Reciprocity" where people tend to reciprocate the trust and treatment they receive.

1. Five Ways to Help Your Team Get and Keep Loyal Customers J. Mark Walker VP, Business Development

4. The Law of Psychological Reciprocity “ People tend to give us back the same feelings, attitudes and responses that we give them.” Ron Willingham Integrity Selling for the 21 st Century

5. Theodore Levitt Former Editor, Harvard Business Review Professor of Marketing, Thought Leader “ The purpose of business is to create and keep a customer.”

8. People Are Complex

10. Characteristics of Trusting Workplaces “ The right people are on the bus, sitting in the right seats” Jim Collins, Good to Great Senior people are leading, not only managing Culture is based on Ethics and Values, not rules Emphasis on being an habitual listener Leaders focus on employee strengths in a context of process discipline

14. Based on ethics and values vs. rules

18. Focus on Strengths Jim Collins in Good to Great stresses the importance of leaders having and communicating …

19. Focus on Strengths Jim Collins in Good to Great stresses the importance of leaders having and communicating … a positive view that the organization will be like the vision communicated. (Professional Will)

27. Thank You J. Mark Walker