In this foundational episode, hosts Mike Gandolfo and Tim Hooper dive deep into the core of their winning formula: High Tech + High Touch x High Trust.
They argue that trust isn't just a "nice-to-have" or a soft skill; it is the critical multiplier that separates successful professionals from the rest. They break down what "high trust" truly means, why our understanding of it is often shaped by past experiences of mistrust, and how you can intentionally build it using both high-touch principles and high-tech tools.
Hosts:
Mike Gandolfo (The Change Agent)
Tim Hooper (Energy4Sales)
Key Takeaways & Topics Discussed
Why Trust is a Multiplier (00:48)
Mike and Tim explain why their formula multiplies by trust, rather than just adding it.
Trust is not an optional "add-on"; it is the core differentiator and competitive advantage in a world trying to commoditize agents.
What is "High Trust"? (01:45)
Tim notes that our definition of trust is often built "out of the pain of mistrust" from past experiences.
He distinguishes between being "trustworthy" (a passive state) and building "High Trust" (an active process).
High Trust is about making a claim or promise to a client upfront and then delivering on it in an exceptional, consistent way.
The Three Components of Trust (09:15)Tim shares his three-part definition for building practical, actionable trust:
Do what you say you're going to do (Character / Be Your Word).
When you say you're going to do it (Timeliness).
In the spirit you said you were going to do it (Intention & Quality).
Confidence Comes from Intention (06:30)
While action builds confidence, Mike argues that intention is the true source.
Your "why" (e.g., "I'm calling to help this person," not just "I'm making a sales call") is what makes your actions more effective and builds real confidence.
How to Use Tech to Build Trust (14:05)Tim breaks down how technology can power two of the three key pillars of trust:
Competence: Use simple videos (not just for social media) to answer common questions and demonstrate your expertise directly to clients.
Consistency: Use tech to systematize your follow-up and communication, creating "micro-moments" of trust.
Example (12:15): Instead of just cold calling a lead, send a quick text or personal intro video first, letting them know you'll be calling in 10 minutes. Then, call in 10 minutes. You've just proven you are a person of your word.
Systematize the Predictable (18:20)
The hosts share their guiding principle: "Systematize the predictable so you can humanize the exceptional."
Tech should handle the repetitive tasks (consistency) so you can focus your energy on the high-touch, human elements (character, intention).
Resources Mentioned
Book: The Speed of Trust by Stephen M.R. Covey
Tool: REQUITY - A tool for taking templated messages and tailoring them to clients.
Upcoming Event: Join Mike and Tim for their next Monthly Live Q&A session on December 13th.
Thank you for listening! The best way to build trust with us is to connect via email. Send your comments, requests, or questions to trustfactorx@gmail.com and we may answer them on a future show!
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