Importance of Building Relational Trust

Transcript performed by A.I. Please excuse the typos.
00:00
Hello friends, welcome to your weekly motivational moments with Eric Vickery, president of coaching at All-Star Dellen Academy. With me is my fellow coach, Shelly Van Eps, she’s amazing. And we’re gonna talk about the importance of building relational trust. So Shelly, you have a saying you were sharing with me. What’s that saying? Focus on being relational versus transactional. Yeah, don’t make the conversation about a transaction. Try to move into relationship building. So how does that show up? How do you do that?

00:29
Well, people constantly ask me, team members are always asking me, how did you say that? What exactly did you just say? And while a lot of coaching and things will give you scripts, give you ideas of how to say things, you really need to just own the concept behind it so that it doesn’t come across that you are reading. And if you’re saying, how can I assist you? And then you look up and smile at them. That’s not building a relationship that’s going to enable trust in your practice.

00:57
That’s basically filling out a form, marking all the boxes, checking them off and going through the process. So you really have to know what it is that you’re trying to build out of the relationship. Know the tools that we have, that we coach you on, but don’t read it. Don’t feel so caught up in the exact words that you’re stuck in this form. Yeah, we don’t believe in script. Scripting is not gonna be effective.

01:26
So what that means is, so think about the C and the D personality style, who are very analytical, very detailed, very task oriented. They might be more comfortable with scripts and not as comfortable at maybe building relationships or making it relational. So what does that mean? How do they overcome this? How do they get to a place where they’re not just getting some coaching hacks, but they’re living it? What has to occur? Crack.

01:49
practice, practice, practice, practice, doing it over and over again, understanding and knowing what the why is for me, getting, I’m, I’m an eye. So relational comes a little bit more naturally for me. I’ll talk to a wall. If the wall will listen, but for a lot of people, I understand that that’s not their comfort zone. And I work with a lot of team members who that’s the case. And so I say, you’ve got to practice it. You want to know the why.

02:18
Think about a C personality that analytical, they need to understand what it is that they’re doing and why they’re doing it and get to the purpose. Now they can make it their own. And so if their goal is to find out what’s really important to this patient, make sure you give them the tools and say, this is how you can figure this out and open the door of communication. Now make it your own. You might have to have it scripted out and they read it multiple times to start getting there.

02:46
But really how much communication is nonverbal. It’s not all about the words you’re saying. It’s about that embodiment and that empathy, that trust, that looking them in the eye, sitting down knee to knee, having a genuine conversation. That’s where the build of relationship is. The relationship is built. That’s right, relationship is built. I think a real practical implementation of this is somebody calls the office and says,

03:16
And if you engage in that conversation about insurance and, or I’m not allowed to discuss fees on the phone or whatever that protocol is that you’re following versus actually using a transition statement and saying, I’d be happy to help you out that again. My name is Eric who the putter speaking with and transition in the flow that you want in the great call process. You’re actually building relationship by using the flow of that call. The report. Right. Exactly. So, yep, exactly.

03:43
And that’s a big one. That’s where a lot of people just feel like, I just need to answer their question. And we’re not gonna ignore their question, but you can support them and help them so much more if you first get to know who in the world you’re even talking to. What prompted them to call that day? Yeah, what’s behind that question? Who’s the person behind that question? Use their name and conversation. That’s building trust and rapport. How fast can I get off the phone system?

04:12
is not going to build a relationship. I also don’t think it should be a 30 minute phone call either. There is a just right length of time here, but this is where your emotional intelligence comes into play, your relationship management part of that, and just saying, can I read someone and engage with them and acknowledge that this is the appropriate way to handle this, and I don’t need to be scripted to know what’s appropriate. Exactly. Yeah, all right, this is wonderful. I appreciate you. If you guys want more of this kind of stuff, let me know.

04:40
eric at alls And this week, focus on building the relationship. Be interested, not interesting. Don’t worry about the script. Practice, practice, practice those things so it just naturally flows. All right, have a great week, guys.