This presentation was given in the Admin Theater at Dreamforce 2016.

1. Steps to Trusted Advisor
The value of Trust
@KerryTownsend
Kerry Townsend
Associate Manager, Accenture

2. Steps to Trusted
Advisor
Kerry Townsend
Solution Architect, Associate Manager - Accenture
@kerrytownsend

3. a giving up of control, at some level, to
another person. *
Joel C. Peterson,Professor of Management,
Stanford Business School
What is Trust?
Building Trust
Trust noun
1. firm belief in the reliability, truth, or ability of
someone or something.

4. Types of Trust
Building Trust
In Someone ElseIn Physical Ability In Mechanics

5. Trust is Important in All Relationships
Building Trust

6. “I believe that trust is more powerful than power
itself,”
Joel C. Peterson
About trust...
“...it makes life more enjoyable and more
productive. People who live in high-trust
environments thrive.”

7. Giving Advice based on a deep
understand of the person’s needs
and with the person’s best interest
at heart
Trusted Advisor Role

8. Admin Consultant Freelancer
n
My Journey
nn
Learnt about Sales Process
Learnt Value of Relationships
Role Expanded
Approached years later
Career Advancement
Valued Advice
Repeat engagements
Lifelong Connections
Recommendations
Unexpected Opportunities

9. Characteristics & Benefits
More Influential
More Valuable
More Effective
Less Stress
Career Advancement
New Opportunity
Referrals
Forgiveness of Mistakes
Mutually
Beneficial

10. The Steps
5.Then Advise
4. Understanding
3. Maintain Consistency
2. Build Credibility
1. Confirm Authenticity

11. What does this mean in practise?
Long Term View
Without Ego
Building Trust
Passion
Curiosity
Enthusiasm
Presence in action
Consistent delivery
Timekeeping
Respect people’s time
Open Q & A
Regular communication
Knowledge Generous
Full Attention
Know you topics
ATTITUDE
IMPLICITEXPLICIT
ACTION

12. Where to Start
This is a lifelong journey
Audit
Relationships
Make a Plan
Take Action
Ask yourself Questions:
Current high trust relationships?
Current low trust relationships?
Decide:
Where to focus first
What is Success
Appropriate Actions
Make small sustainable
changes
Review
Adjust

13. Trailhead
Trailhea
d
Trust and Influence
https://trailhead.salesforce.com/module/manage_the_sfdc_way_trust_influence

14. Thank Y u