David Horsager Archives - Page 5 of 8

World Wide Travel Inc. | Trusted Company of the Month

2 January 2012

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Categories: Building Trust, Business Trust, Consumer Trust, David Horsager, Trust in Business, Trust in Relationship, Trusted Company of the Month

Few firms can say they have too many customers. Even fewer travel agencies are thriving in the current economy because of the new “book-your-travel-online” culture in which we live. Not so for Joe Kimbell, president of Wide World of Travel, Inc. He started selling travel from his post-college basement apartment in the mid 1990s and now it has become a multimillion-dollar agency that sends hundreds of groups to the far reaches of the globe every year. How did he do it? Trust.

Kimbell created a clear niche that he is passionate about, group travel. He also sought wisdom from a great mentor. But most importantly, he built long-term relationships by consistently delivering what he promised time and time again. Making personal phone calls, taking time to listen, talk, and follow up, even when things are busy, and quickly responding to inquiries and questions are just what clients have come to expect from Kimbell. Known for high integrity, if he ever makes a mistake, he is quick to make it right. If his clients ever make a mistake, he always works hard to make it right for them-frequently at the expense of his own company. He not only builds client relationships, but he also makes friendships based on trust.

Kimbell goes out of his way to make sure his clients have the highest level of confidence in what Wide World of Travel will offer, every time. Kimbell says, “Serving the client, keeping their best interests in mind has paid dividends.” What kind of dividends? Long-term friendships, more clients than he can handle, and a fun, guilt-free life, knowing he habitually does what is right.

World Wide Travel Inc., trusted business, Trusted Company of the month, Joe Kimbell, David Horsager, Trust in Relationships, Consumer Trust,

Pepsi Co.: The Leader that Made Compassionate Cola | Trusted Company of the Month

1 December 2011

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Categories: Building Trust, Business Ethics, Business Trust, Consumer Trust, David Horsager, The Trust Edge, The Trust Edge Book, Trust in Business, Trusted Company, Trusted Company of the Month

Growing up in Madras, India, Indra Nooyi had always dreamed of living in the United States. It started when she came to the U.S. to earn her M.B.A. from Yale in 1978. She joined PepsiCo in 1994. In 2006 Nooyi became CEO of PepsiCo and has since led the mega brand that is in nearly 200 countries. Her legacy is that of compassion with an eye on the bottom line. Her motto: Performance with purpose. She shares her vision by saying, “We bring together what is good for business with what is good for the world.” How has she built the Pillar of Compassion that has changed the bottom line?

When Nooyi was awarded the CEO position in a race with a long-time colleague, she immediately flew out to meet the colleague and asked what she could do to keep him. She nearly matched her salary, among other things, and a great team was born.
Nooyi made a commitment to move away from unhealthy food and drinks. Examples in the works are high-fiber oatmeal and low-calorie Gatorade. According to Michael Useem, “By 2010, Nooyi has pledged, half of Pepsi’s US revenue will come from healthful foods.”
Nooyi has championed moves toward renewable energy and has campaigned against obesity.

What has happened because of decisions made by the lady known as the “Caring CEO”? Profits have soared. And so has influence and impact of the $39 billion PepsiCo.

PepsiCo., Indra Nooyi, trusted company, Trust in Business, Consumer Trust, consistency, David Horsager, The Trust Edge

Southwest Airlines | Trusted Company of the Month

28 September 2011

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Categories: 8 Pillars, Building Trust, Business Trust, Consumer Trust, David Horsager, The Trust Edge, Trust in Business, Trust in Leadership

As one of America’s most beloved companies, Southwest Airlines (SWA) has posted consistent profits an amazing 35 years in a row in an industry where fuel costs, security concerns, and customer dissatisfaction have forced major competitors into bankruptcy.

While the airline industry, as a whole, has found itself rated below the IRS in customer satisfaction, SWA has consistently been ranked in customer and employee satisfaction and corporate reputation. SWA has been #1 in on-time arrivals, departures, and overall quality. A primary reason for their enduring success has been the trust they’ve established with their employees and their customers.

In the spring of 2008 it came out that SWA missed several mandatory maintenance checks, operating dozens of their planes in violation of several federal laws. Facing a major fine by the FAA, the company’s response was to ground the aircraft and release the personnel they deemed responsible. For most corporations this would spell a public relations nightmare! But for the most part, passengers failed to react at all. Why would they give Southwest a pass on what seems to be an egregious error? The public offered them an extra amount of grace because of the exceptional level of trust Southwest had achieved.

The Trust Edge, Trust company of the month, Trust Impacts the Bottom Line, Trust in Business, Trust in Leadership, David Horsager, Positive Impact, Southwest Airlines

A Quick Trust Reminder | The Trust Edge

27 September 2011

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Categories: 8 Pillars, Building Trust, David Horsager, Leadership Tips, The Trust Edge, The Trust Edge Book, Trust, Trust Coaching, Trust in Business, Trust in Government, Trust in Leadership, Trust in Media, Trust in Relationship, Trust in Sports, Trust in Technology, Trust Speaking

Trust, not money, is the currency of business and life. In a climate of trust, people are more creative, motivated, productive, and willing to sacrifice for the team. What happens when a business gains The Trust Edge? Every aspect of business becomes profitable. You must realize the impact of trust and implement the 8 Pillars to gain The Trust Edge.

By earning The Trust Edge, you will gain a significant advantage that extends far beyond the bottom line. Our hope is that this foundation of trust will become a part of who you are. To receive a list of 18 ways to build trust, email us at info@davidhorsager.trustedge.com and put “Tips” in the subject line.

The Trust Edge, Trust impacts the bottom line, Trust in Business, As Trust Increases, Increased Productivity, Productive Work, Trust and Money

Earth Security | Trusted Company of the Month

1 September 2011

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Categories: 8 Pillars, Building Trust, Business Ethics, Business Trust, David Horsager, Leadership Tips, The Trust Edge, Trusted Company, Trusted Company of the Month

Earth Security takes specific actions to communicate the importance and the expectation of a trust-based environment. It is a major part of the hiring process and the performance management process. The company understands that trust happens when words and commitments are equal with actions and delivery. For them trust is not a nebulous “feeling.” It is quite simply the result of consistent, positive behaviors practiced over time and therefore completely manageable. Trust is the core of their business strategy.

Anthony Diekemper, the CEO of Earth Security said, “Trust is what we call ‘the sweet grease.’ It is our number one priority in all aspects of our business. You think trust does not affect the bottom line? Leaders who think their only job is to make money are just missing the bigger picture. As executives, we have an obligation to manage with fiscal responsibility, but the way you optimize the financial performance of the company is to have highly engaged employees. They work harder, give more of their discretionary energy, and are happier to be in your company. The foundation of engagement is always trust.”

8 pillars, Earth Security, The Trust Edge, Trust, Trust Impacts the Bottom Line, Commitment, David Horsager, Leadership, Performance Management, Trusted Company

Peyton Manning Demands Less Money | Trust in Sports

30 August 2011

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Categories: David Horsager, Leadership Tips, The Trust Edge, Trust, Trust in Leadership

How do you think the Colts organization feels about their star after he turned down a highest-paid NFL player offer and demanded being paid less?

“It was like watching a man walk into the IRS office and insist on a tax increase,” said Mike Lopresti of USA Today.

How can you sacrifice today for the betterment of your organization, team, or family?

http://www.usatoday.com/sports/columnist/lopresti/2011-07-31-peyton-manning-contract_n.htm

Indianapolis Colts, Peyton Manning, Quarterback, Salary, Trust in Sports, Trust in Leadership, Trust in Media, Trust in Government

Trusted Sam | Trust in Business

2 August 2011

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Categories: David Horsager, Trust, Trust in Business

Need a new suit? I have a recommendation after my amazing experience with Sam at Mohan’s Tailors. Mohan’s does not have a storefront presence. A referral or seeing a specific ad is the only way to know it exists. After going through security at One Grand Central place we took the elevator up to Mohan’s. We were greeted with a warm welcome and a smile. Almost 3 hours later we walked out having ordered three tailored suits and feeling like we got a great deal—and we still feel that way! What happened between Noon and 3 O’clock on that Monday? A smile, a genuine handshake and welcome, a cup of water, an expert guiding my wife and I as we flipped through fabrics, textures and colors.

Sam’s recipe for trust was not brain science but few retailers have it.

Service: We felt special, listened to and understood. He didn’t keep pushing the most expensive product. He seemed to encourage what he thought we would most like and I would look best in.
Quality: We could feel the fabrics, see the quality, experience a professional fitting, and hear opinions from experts (Sam and his team clearly know suits and how to make them look good on people—maybe even me).
Environment: The feel of the space, layout, décor, woodwork, and fitting room said, “We care about you and about our product.”
Customer: He took an interest in the customer beyond the suit. When I found out that I do a fair bit of public speaking he pulled up our site on the computer and started playing videos and showing his staff. He even told the tailor to make sure I have more room in to raise my hand up in a way that wouldn’t make the suit arm pull after seeing me on tape.

David, Grand Central, Horsager, Mohan’s Tailors, Sam at Mohan’s, Service, The Trust Edge, Top Keynote Speakers, Trust in Business

ebay | Trusted Company of the Month

29 July 2011

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Categories: David Horsager, The Trust Edge, Trust, Trust in Business, Trusted Company of the Month

EBay is one of the purest icons of trust. The legendary website for home-based buyers and sellers was founded on the very simple idea: people who want to auction their goods could list and sell them to other individuals who want to buy. A trip to any flea market would show that this concept is not revolutionary. But the thing that makes eBay unique and relevant to our discussion is its foundation of trust, even online.

Their business would fall apart without cooperation between buyers and sellers. While a system is in place to deal with cases of fraud, the community is largely self-governing. When bidders win, they send their money and expect sellers to ship their items promptly. And with over 212 million registered users and more than 1.5 billion items sold each year, it seems to be working out well! If the public had not trusted eBay, if fraud were prevalent enough or disagreements frequent enough, buyers would have chosen to look elsewhere for their electronics and household goods. But because of their confidence in each other, as well as eBay’s fraud-recovery procedures, the total worth of goods sold on eBay in 2010 was $62 billion — more than $2,000 every second.

Dave, David, Ebay, Horsager, Trust in Business, Trust in Leadership, Trusted Company of the Month

How to be Happier | The Trust Edge

18 July 2011

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Categories: 8 Pillars, David Horsager, The Trust Edge, Trust, Trust in Relationship

Americans are plagued by the misconception that happiness is inversely proportionate to physical work. The truth is that “accomplishing tangibly productive work” increases happiness.

“When you do meaningful work with your hands, a kind of neurochemical feedback floods your brain with dopamine and serotonin,” says writer Catherine Newman in the July 2011 edition of Ladies’ Home Journal.

http://www.lhj.com/health/stress/mood-boosters/want-to-be-happier/

What is one productive and meaningful physical activity you can regularly engage in?

David Horsager, Trust in Business, Trust in Leadership, Ladies Home Journal, Neurochemical Feedback, Productive Work, Tangible Work

IKEA | Trusted Company of the Month

24 June 2011

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Categories: David Horsager, The Trust Edge, Trust, Trust in Business, Trusted Company of the Month

IKEA is one of the world’s most popular and trusted brands. The Swedish company’s success comes from their unique brand of trust. Younger couples, namely, trust the company to deliver high quality, fashionable pieces at affordable prices. As part of their commitment to that demographic, the stores have made it easier for young families to shop. High chairs, strollers, and even supervised playrooms for the kids are all part of the IKEA experience.

Another way that IKEA has secured trust across borders is by keeping control of their consistency. Every product that they sell comes from one of the company stores or through their catalogs. By electing not to use third-party retailers or distributors, IKEA gave up a quick profit in order to keep better tabs on their quality.

The lesson to take from IKEA’s success is simple: Being consistent is always in style. And showing your customer you care about their shopping experience will build trust in any language.

David Horsager, IKEA, Trusted Company of the Month, Trust in Business, Trust in Leadership, Swedish Company, Trusted Brands