What makes a customer trust you before they’ve even met you? In this episode, I read Chapter 16 of The Trust Premium and explore the final behavior in Part III of the book: transferrable trust. You’ll learn how trust flows into and out of customer relationships through Reviews, References, Recommendations, and Reputation—the Four Rs. We’ll talk about how to ethically build outbound trust, how prospective customers interpret it as inbound trust, and how to avoid common missteps that damage credibility. This is where trust gets passed—not just earned—and it’s a critical part of how you grow your influence and your business.

I know—it’s been over two months since my last episode. I’ve been buried in writing a textbook and workbook called Is it Really a Great Idea? That’s where I’ve been. And in this episode, I’ll share what happened during those two months, how the book came together, and why it became a textbook—not just another business book.

This will be the only time I talk about it here, because I’m launching a second podcast focused entirely on idea evaluation and entrepreneurship.

Starting now, this podcast will come out every other week. The new podcast will release on the alternating weeks. And yes—I’ll be back next episode to finish the last four chapters of The Trust Premium.

Thanks for sticking with me. Let’s catch up.

In this episode, I read Chapter 15 of The Trust Premium, continuing Part III: Behaviors That Will Make Your Customers Trust You. This chapter is all about empathy—not just as a nice-to-have, but as a powerful tool to earn deeper trust, stronger loyalty, and ultimately, the Trust Premium.

We explore how to genuinely understand your customers: their context, preferences, fears, and values. From researching publicly available info to asking thoughtful (but respectful) questions, from finding common ground to navigating differences—this chapter outlines how to make your customers feel heard, valued, and understood.

Empathy builds connection. And connection builds trust.

This is a short chapter—and a short episode—but one that deserves to stand on its own. In this episode, I read Chapter 14 of The Trust Premium, continuing Part III: Behaviors That Will Make Your Customers Trust You.

We look at how trust is shaped in the earliest moments of a professional interaction. From being on time and showing your face, to being prepared and present, the way you manage time, intimacy, and first impressions can make all the difference.

We also touch on the risks of faking personalization with AI tools—how it might seem efficient, but ultimately backfires when customers realize you weren’t genuinely invested.

Sometimes, it’s the smallest actions that have the biggest impact on trust.

In this episode, I read Chapter 13 of The Trust Premium, continuing Part III: Behaviors That Will Make Your Customers Trust You. This chapter explores one of the most fundamental trust-building behaviors: being real.

We all have a built-in BS detector—and your customers are no exception. In a world of hype, inflated claims, and performative professionalism, the No-BS approach stands out. From setting realistic expectations to admitting when you don’t know something, from avoiding exaggerated titles to respecting competitors and maintaining confidentiality—this chapter lays out what it looks like to build trust through integrity, humility, and truth.

When you stop trying to sound impressive and just focus on being honest, trustworthy, and clear—that’s when trust really starts to grow.

In this episode, I read Chapter 12 of The Trust Premium, which marks the start of Part III: Behaviors That Will Make Your Customers Trust You. This chapter covers the first of five key trust-building behaviors—and it challenges the old mantra that “the customer is always right.”

Instead of defaulting to agreement, trusted professionals know when to speak up, when to offer guidance, and when to say “no.” In this episode, we explore how professional integrity, respectful pushback, and honest conversations create stronger, more trusted relationships with clients—and ultimately, earn you the Trust Premium.

And always remember: not all customers are alike. Some truly just want to be right—and sometimes, they actually are. Being a trusted advisor also means staying open to the possibility that you might be the one who’s wrong.

In this episode, I read Chapter 11 of The Trust Premium, which brings us to the conclusion of Part II of the book. This chapter steps back from the model and the laws to explore the deeper foundations of trust—the underlying principles that guide how trust is built, lost, and earned. We look at relativity, the idea that trust is not one-size-fits-all; empathy, the ability to see the world through your customer’s eyes; no-BS, the power of honesty and transparency; and nuance, the often-overlooked details that can make or break a trusting relationship. These four principles shape everything else in the book, and understanding them is key to becoming a truly trustworthy professional.

Trust isn’t just about who you are—it’s also about what you do in every interaction with a customer. In this episode, I continue reading Chapter 10 of The Trust Premium, focusing on the three key components that shape trust in the moment: Positivity, Time, and Intimacy. I discuss why radical honesty (No-BS) and empathy are essential for building trust, how first impressions and consistent behavior impact trust over time, and the role of deeper, richer interactions in accelerating trust. I also explore why bad is stronger than good—how a single negative action can outweigh multiple positive ones, making trust much easier to lose than to build.