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It takes only a few seconds for customers to assess the level of trust between people in any business. If your business has low trust, you are probably losing valuable customers every day.

Since trust is something you cannot fake, it does little good to tell the service people to “just smile and act nicely.” Customers see through a phony show of esprit de corps and put-on friendliness.

Instead of teaching employees to be fawning and sweet with customers, focus on creating a culture of high trust throughout your organization.

Customers notice and appreciate a real culture where people are not playing games with each other. Here are a couple examples you will recognize because you have undoubtedly experienced them in some form.

There is a McDonalds Restaurant on the Thruway that I avoid, if at all possible. The reason is that every time I go in there, I am…

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