Trusted - by Lyn Bromley & Donna Whitbrook (Paperback)

About the Book

In a world of increasingly digitised interactions we still have a desire to connect on a human level. Trusted is full of inspirational ideas, top tips and insights from our experience of working with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and deliver outstanding service.

Book Synopsis

Shortlisted for the Judges' Choice Award, The Business Book Awards 2017
In a world of increasingly digitised interactions it's more essential than ever for businesses to connect with their customers and staff on a human level.
Trusted gives clear strategies to build and maintain deep professional relationships, authentically. The revolutionary T-spot model explores the five essential areas that must be aligned to create professional trust - mindset, communication, interaction, behaviour and professional image - and reveals where the 'credibility thief' is damaging that trust and, ultimately, your profits.
Beautifully designed with concepts illustrated visually throughout, Trusted is full of inspirational ideas, top tips and insights drawn from the authors' work with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and the company's ability to deliver outstanding service, resulting in improved profits, employee retention, company growth and competitive advantage.

Review Quotes

Amazon reviews:

'This book is probably one of the best business books that I have come across. Loads of tips on how to apply the theory in a practical way and so easy to read. The authors demonstrate where they have "been there and done it". I initially bought the book and dipped in/out as it's quite easy to do that but have just spent the last 4 days reading it from start to finish and really thinking about where and how we apply this in our business and it has given me loads of ideas. There are case studies throughout which demonstrated the topics and learning points well. Would definitely recommend this book to anyone who values improving client relationships and getting the best from their people.'

'A fantastic book and very reader friendly. An essential bible for any business person across all sectors. You will find so many tips and strategies for creating great working relationships with colleagues and clients. A great buy!'

'I give this book a five star rating! A helpful, insightful and easy to read book, I can certainly recommend taking the time to read it.'

'A really insightful read and practical take aways for use back in the workplace. An excellent tool for implementing great focused customer service in a way that will help to delight existing customers and attract the new ones. The book contains great case studies that you can relate to and that you can use within your business to drive growth and teamwork. I would highly recommend.'

'We live in turbulent times where trust has become a massive issue across the globe at both micro and macro levels. We are bombarded by fake news daily, and the media is full of stories that erode our trust, so it can be easy to forget that most businesses forge relationships that continue to be built on foundations where trust is an important component. And we all lead increasingly busy lives which means that good communication is often one of the first casualties. Trusted is full of clear practical advice and guidance about building and maintaining strong relationships, and the ingredients that are needed for this such as respect, good communication, authenticity, credibility, etc. Using case study examples of real life situations, the book gives useful insights that will help any business (large or small) that is trying to change its culture in positive ways.'

'A very inspirational book! I thoroughly enjoyed reading it and got lots of amazing business and personal tips from it. Well done Lynn and Donna!'

'This was advised to me to get for my dissertation and I must say it was very good.'

'Intelligent, current, business common sense... There is, in fact, something for every level of business here.' Su Askew, HR Director

'Trusted has a business head and is full of heart. I recommend it to anyone looking to strengthen commercially while remaining at peace with your inner self.' - Sarah Windrum, CEO, Emerald Group

"Lyn and Donna, have produced a book that's packed with practical tools and techniques you can use immediately to build trust with colleagues and clients in the modern workplace. I will definitely dip back into this 'Swiss Army Knife' of a book to pick out ideas to deliver outstanding customer service. I found it very easy to read. The content seems to have been born and synthesised from experience. The case studies sprinkled throughout the book make the whole thing feel very real. I'd recommend this book for anyone who works in an organisation - no matter how junior or senior in age or position they might be." Richard Davies

'What a gem of a book! Trusted has such broad appeal and love the way it's set out with handy tips, quotes and case studies. Whether you're just starting out in your career, run your own business or part of a big organisation the T-Spot model is relevant to us all! You might think you are familiar with a lot of the points in the book; it's all c