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Power vs Trust: Why Client Relationships in Expert-Led Firms Are Quietly Breaking

Most client–firm relationships are built on power, not trust.

That model is old. And it is worn out.

You can feel it if you lead inside an expert-led organisation, in how clients are found, spoken with, and brought on board.

Something about what's happening doesn't fit who your organisation actually is. You know it. But you can't quite find the way through, over, or around.

For years, this was something I observed in the room. Firm after firm, the same pattern. Now I have the data to show it isn't just a feeling.

Here is what 50 organisations told me.

Actioning Know, Like, and Trust in your Business

People buy from people they know, like, and trust.

This is one of those sayings that everyone knows and uses … and we all agree it's true ... but do you know how to apply it to your business? Just saying it isn't enough. In order to use this valuable tool, we have to action it. It has to be what your current and potential clients experience.

Building trust in your business goes far deeper and wider than understanding what people want and having some social proof. Trust is built over time and through consistent interactions that are clearly targeted to meet your client’s logical and emotional needs.