Alex Lieberman talks about how trust in business comes from managing expectations versus reality. Exceed expectations, and trust grows, fall short, and it erodes. Customers, employees, and investors all notice. Treat this as your most valuable currency, and measure every promise against what you actually deliver.
This equation is the source of most breakthroughs & problems in business. Trust = Reality - Expectations It applies to customers, employees, investors, and all others. And it goes like this…. If the reality you create is greater than the expectations you set, you will build trust. - You promise quarterly investor updates and you deliver them monthly. - An employee gets an unexpected discretionary bonus. - A customer gets a live demo 3 days ahead of schedule. If the expectations you set are greater than the reality you create, you will diminish trust. - You’re 5 minutes late to a call. - 1 week behind on a deliverable you owe you’re team. - You miss your quarterly revenue goal. I repeat this principle to my team daily and i will continue to do so, because there’s no currency greater than trust in business.