Rapid Response Trumps Perfection

According to Dr. Cialdini, the principle of Authority states that people tend to defer to legitimate experts. Think about all the "experts" you probably consult throughout the year: lawyers, accountants, engineers, inspectors, mechanics, doctors, etc.

Okay, that makes sense, but the real question is how do you establish your "authority" with those people you are attempting to influence? How do you stand out from the crowd and build credibility with those who don't know you very well?

Well, research shows that humility helps builds trust with colleagues. By admitting an error or acknowledging mistakes, you are seen as competent. Co-workers or clients think "I can trust you. You won't try to bluff me."

Now before you jump all over me with what are you crazy, admitting a mistake is a CLM (career-limiting move), let me sway you. Admitting a mistake on its own can indeed be a CLM and I would not suggest it. What I am saying is that when you admit a mistake or error, what you want to do right after is detail the steps you've taken to address the mistake or weakness, thereby trumping the error altogether. It's what we call "rapid response trumps perfection."

Speaking of rapid response trumping perfection, take a look at what's happening in luxury hotels. What they've found in one survey after another is that they are able to generate the greatest level of customer loyalty (defined as a guest's willingness to recommend a hotel property to a friend or their willingness to return to that property) with guests who have experienced a problem during their stay that was resolved in a quick and satisfactory manner.

It's how you establish trustworthiness and loyalty, especially with those who don't know you very well.