This document provides guidance for leading a team huddle focused on behaviors that build customer trust. The huddle discusses five key behaviors: being authentic, respectful, a good listener, knowledgeable, and secure. Team members brainstorm ways to demonstrate each behavior with customers. Presenting these ideas helps the team learn specific actions for earning customer trust through their interactions.

1. 52 Huddles Nifty, New Ideas to Build a Better Team
SM
05
communication
Why Should
I Trust You?
Objective
Teach your team five
behaviors that will help
them earn the trust of
their customers.
Details
Most of us get suspicious when someone says: “Trust me!” When
it comes to trust, actions definitely speak louder than words.
During this Huddle, your team members will learn how to earn
the trust of their customers by the way they behave.
You will focus on these five behaviors:
• Being authentic – Genuine, real
• Being respectful – Polite, interested, caring
• Being a good listener – Tuned in, focused on messages
• Being knowledgeable – Perceptive, insightful, having answers
• Being secure – Safe from unauthorized intrusion
© 2012 Deluxe Enterprise Operations, Inc. All rights reserved.

2. 05
communication
Why Should
I Trust You?
Prep Work A day or two before the Huddle:
Print: Worksheet, Why Should I Trust You? (1 copy for each
team member)
Distribute the worksheets to the team members. Ask them
to complete them and bring them to the Huddle.
Tools: Flip chart and at least 5 markers
flip chart Prepare 5 flip chart pages with one of the following headings
on each page.
Being authentic Being respectful Being a good
Genuine, real Polite, interested, listener
caring Tuned in, focused
on messages
1 2 3
Being Being secure
knowledgeable Safe from
Perceptive, unauthorized
insightful, having intrusion
answers
4 5 6
Have a blank
flip chart page
(or pages)
for recording
other ideas
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3. 05
communication
Why Should
I Trust You?
instructions
COMMENT Welcome to the Huddle! Today we will be learning about five
behaviors that can help us earn the trust of our customers.
ASK Why should we try to earn the trust of our customers? Probe for
suggestions about how trust can help build customer loyalty, generate
referral business, and increase share of wallet.
ASK What makes you NOT trust someone? What kind of behaviors does
this person exhibit? Probe for things like “seems fake,” “is rude,”
“ignores what I’m saying,” “doesn’t know what she’s talking about,”
and “seems shady.”
discuss Let’s turn our attention to the worksheet you completed. What were
some of the ways the loan officer could establish trust with you, the
customer? Record the answers on your blank flip chart pages.
EXERCISE I’d like to introduce you to five tried-and-true behaviors that will
help you earn the trust of your customers. Show each of the five
labeled flip chart pages and read the descriptions.
Now, here’s what will happen:
1. You will divide into five groups.
2. come around and give your group a piece of flip chart
I’ll
paper with one of the five tried-and-true behaviors on it.
3. your groups, brainstorm specific things that you can
In
do to demonstrate these behaviors.
4. about five minutes I’ll ask you to stop. Then each group
In
will present their ideas.
Start watching the clock. Tell teams when one minute remains.
Call time!
ASK Which group would like to present its ideas first? Go through all five
groups, encouraging discussion after each presentation.
3 52 huddles

4. 05
communication
Why Should
I Trust You?
TIP Here are some examples for each of the behaviors. As the groups
work, you can circulate among them and offer some of these ideas
if they seem stuck.
• Authentic: greet warmly, make eye contact, smile
• Respectful: ask questions, establish their needs, offer only what
you can deliver
• A Good Listener: actively listen, don’t over-talk, be professional
• Knowledgeable: fit their need to your product or service
• Secure: maintain security through the conversation, assure their
confidential information is confidential, conduct the meeting
in a secure place, shred discarded documents
COMMENT Thank you for your contributions to this Huddle. You have learned
some very cool — and do-able — ways to earn the trust of your
customers. Once you start making these five behaviors part of
the way you do business, you’re going to see big changes in how
customers relate to you.
The following said tongue-in-cheek: You’ll feel good about coming
to work each day! You’ll show up early, you’ll stay late, you’ll work
for free...! And with that, this Huddle is adjourned!
Post Type up the behaviors supplied by the teams and distribute them as
Huddle soon as possible after the Huddle. Or simply post the flip chart pages
in the break room.
Coach’s Tip
bers to see if they are applying
Check in with team mem
the behaviors.
4

5. 05
communication
Why Should
I Trust You?
Deciding whether to trust
or credit a person is always
an uncertain task.”
Aldrich Ames (former CIA officer convicted of spying in 1994)
TO GET STARTED — AND FIND MORE HUDDLE INFORMATION,
DOWNLOAD THESE HELPFUL PDFS:
• Introduction: Huddle How-to
• Huddle Case Study: Where did the idea of a Huddle come from?
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© 2012 Deluxe Enterprise Operations, Inc. All rights reserved.
5 52 huddles