Do you work in a high trust environment?

Presenter – Anthony Chadwick BVSc Cert VD, MRCVS, dermatology referral consultant in the north west and founder of ‘The Webinar Vet’.

The title of this veterinary webinar baffled me. I wasn’t really sure what to expect. Was this webinar going to discuss the trust we need to build between the veterinary profession and our clients? Perhaps it would cover the importance of trusting our nurses to do the job they were trained to do? In fact, it was all this and more.

Anthony Chadwick, founder of ‘The Webinar Vet’ recently attended ‘The Trust Conference 2013’ and found it so inspirational he wanted to share some thoughts he took away with him. The conference included many speakers well known in the business world and highly successful in running their multi-million pound companies. Even though many veterinary practices won’t be on quite the same scale, Anthony was quick to state that the basic principles of creating a high trust environment are the same.

The belief is that if there is no trust within business, economic growth will slow down. Look at the 2008 banking crisis, the lack of trust towards the banking system created by this event caused enormous damage to our economy. Anthony believes this can once again be scaled down to our practice environment, where the existence of a lack of trust can be translated into low profits. If there is a lack of trust between staff and their leaders, morale is likely to be low and this will undoubtedly, if unknowingly, be transferred across to the clients who may not wish to visit your practice again.

The good news is, according to one of the speakers, that ‘trust is a learnable competency and is the number one leadership competency needed today’. A leader always needs to start with ‘trust’ and this trust should allow disagreements where members of staff are able to openly discuss their concerns. By giving trust, there will be a reciprocity to trust from both staff and clients. For example Google trust their staff to spend 20% of their time on anything of their choice which they believe would benefit Google. This is apparently how Google maps came about, an innovation I would now be lost without. Another example is ‘Zane’s Cycles’ is a massive bicycle company within the USA which allows customers to take the bike of their choice for a test cycle. They don’t need to leave any form of ID or deposit, they just get to ‘take off’. This company rides on the back of this trust and is enormously successful and unbelievably only loses 5 bikes per year.

Partnership and collaborations between other businesses such as dog groomers and pet shops can also help create a high trust environment often leading to referrals and recommendations between businesses. Look at the success of the John Lewis Partnership.  During the recent downturn, Waitrose could have used the situation to try to get better deals out of their suppliers, some of whom may have gone bankrupt. By developing partnerships with their suppliers, they helped them survive until the good times returned and increased trust between each other.

Anthony went on to discuss the thirteen behaviours of high trust leaders cited at ‘The Trust Conference’ and how these behaviours are key to putting down the

I absolutely loved this veterinary webinar and if my maths is right there are another nine behaviours I haven’t discussed which are necessary to become a high trust leader. This makes for absolutely essential viewing, and it may be that by just having faith in the people around us, profits will soar.

The Stethoscope (MRCVS)

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