ARTICLE

"BUILDING TRUST THROUGH ORGANISATION"
Work From Home
August 2004

Simple things can help build trust, for example, doing what you say you are going to do, phoning when you say you are going to phone, arriving at meetings on time AND with the all the information that you said you would bring. Being reliable builds trust as it makes most people feel their needs will be met, and they will feel that they can depend on you. Another way of building trust is by asking questions and then being prepared to listen fully to the answer.

How many businesses have you been in contact with which provide you slow service, are late with their delivery, or worse still, no service at all? Do you enjoy dealing with businesses that say they will call you back - and never do, or do so days later - saying that they 'forgot'?
What about the business that finally delivers their products, and it isn't what you wanted, being different in size and appearance to the product you ordered!

Clients need consistency in their experience with your business; this means they need to see the same thing each time. If a client experiences one thing the first time, and something different next time, and the time after that, what does it say? It speaks volumes that you are disorganised and consequently, that you can't be trusted!

If you want your clients to 'trust' your business, you need to get organised so that the service and delivery they see every time meets the expectations that you have established - by being consistently the same. We all know the McDonalds story, but just to highlight, a large part of their success is their ability to 'replicate' experiences across a large number of outlets, so that your experience is the same no matter which McDonalds you enter.

So how do you get organised to build trust? It starts first with you, the individual. You need to lead by example, and create a chain of events that will directly affect the product and service of your business. Your business is the sum of individuals who work in it.

If your business is disorganised, it is because you are disorganised. How you work is reflected throughout your business and your clients will see it and know it. Have you ever changed suppliers because you weren't getting the service you expected? I know many people who have.

So let's start with getting YOU organised. First, ask yourself these five questions:

1. Do you know what is holding you back from being organised?
   Do you fear change, or are you perhaps a little ashamed to admit that you don't know what to do, or where to go to for help? Or are you an expert in your field and feel that you should know how to do everything - so seeking outside help could be perceived as being a weakness? But would it? Remember, 'when the student is ready, the teacher will come.' So just ask for help, and it will arrive.
   
   
2. Are you concerned about how much time it will take to get organised?
   Yes, it will take some time, but the benefits will more than justify the investment? Most definitely! How much money are you wasting now by doing the ordinary things the hard way, when you could so easily be doing ordinary things the exceptional way?
   
   
3. Do you 'procrastinate' about getting organised?
   The solution to procrastination is action - any action, as long as it is moving forward. Look at what small things you can do to make tasks manageable - rather than being overwhelmed by the bigger picture. Doing a lot of small things can add up to doing one big thing. Take one step at a time.
   
   
4. Do you spend 'extra energy' trying to cover up how disorganised you are?
   When your client calls for the third time asking when their product is going to be delivered, do you make a feeble excuse, or do you own up to the fact that you have misplaced their purchase order? Do you then go into panic mode that uses extra energy; to process the order immediately so that this time you don't forget!
   
   
5. Are you disorganised because you haven't done the simple things?
   Could some of your disorganisation be easily fixed by doing the equivalent of simply tightening a screw? Do you need better filing systems, more storage, or just need to find a home for everything, and put everything in its place? Could you be making your work much easier than it currently is - with just a few simple solutions, that don't cost a penny? For most people the answer is yes!

Are you ready to take the big leap of faith?

Here are five strategies that will help you to get organised and build trust.

1. Tasks: Maintain a master list of all the tasks you have 'to do'.
   We recommend you use a contact management program such as ACT! or Outlook. By using a computerised system, you can easily keep it updated and schedule due dates and reminders.
   
   
2. Timetable: Maintain a weekly timetable
   Give yourself an overview of the week ahead. This helps give you a good overview on where your 'time' is going during the week and why you don't have 'time' to get organised. Only use your timetable for scheduled events, not to track items on your 'task list'. As well as allocating time for all work related meetings, make sure you schedule time for yourself to actually complete your work.
   
   
3. Paperwork: Maintain the flow of paperwork
   Clear the clutter on your desk and sort out your paperwork into files eg Monday - Friday, or if you work on projects, then create files relating to how these projects work. Create a system that you like and one that works for you.
   
   
4. Prioritise: Decide your top 5 priorities each and every day
   Decide what your top five priorities are for the day, decide how long these top five items will take to complete, and then decide if you will be able to complete them during the day. Check your timetable for available time, and see if the top five priorities can be accomplished in the day.
   
   
5. Review: make reviewing points 1-4 above a 'habit'
   It takes time to get organised, and whilst it may take you 15 minutes to plan for the next day, in truth, it could save you an hour or more or worse, if you don't, you could lose a client. Which would you prefer? The reality is that even with the best-laid plans for the day, clients may need your urgent attention and you may have to drop everything and deal with the situation. If this is the case, then reprioritise your top five, and review your time available for the next day. Don't ever stop.

Improving how you work is about making choices. You need to realise the areas you need to change. The road to being organised can be challenging, however with the right support you will climb further up the ladder of organisation - higher than you ever expected.

Get organised and build trust!

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