In an interview, Dr. Reinhard K. Sprenger discusses the importance of individual trust building blocks and how they can be communicated
Listen to the entire interview in the Podcast (also on Spotify, Apple Podcasts, Google Podcasts).
Selected statements from the interview:
"We don't sell products and services ... we sell trust."
"We don't know each other at markets. A certain amount of mistrust is good there."
"I don't think experience is unimportant ... but it can also be what you've been doing wrong for 20 years."
"Sometimes I don't need passion on the subject of trust, but rather cool experiential knowledge, perhaps even a certain indifference."
"The real problem we all have is that we can't also be passionate and not also have a lot of expertise, the question is how do I communicate that."
"Numbers are extremely helpful. But what they mean depends on the individual."
"Values ... this is the biggest bullshit ever."
"Mission statements and values are not worth the paper they are written on ... from women's quotas to gender language to any minorities."
"In business, it's a question of whether I put money on the table or not. I don't care what other values he has in the company. I can't do anything with that.
"Purpose ... it's amazing what kind of nonsense actually has market opportunities. I keep sitting there thinking, they can't be serious."
"The vast majority of companies I know ... are structurally decidedly anti-customer."
"Basically, the customer is just a glitch that actually prevents us from doing what we enjoy."
"Moralising the markets is a nice idea, but it doesn't work. Otherwise VW would have gone bankrupt long ago."
"We humans are only human when we keep our secrets."
"We are never real. We play roles. We are actors. We can say goodbye to the authentic."
"What I pay for in a doctor is role fulfilment. If he also does it with a bit of love, dedication and authenticity, good for him. I'm not interested in that."
"I can't do anything with values. In the economic system there is only one value. Whether a customer pays or doesn't pay."
"In the final analysis, there will be no customer orientation without a smart, sensible employee orientation."
"To me, pampering employees, keeping job satisfaction high, is illusionary, as in the final consequence even totalitarian."
"Statements ... the calorific value is higher than the information value."
"After all, we all have a show side. We all have interests. You can't really take what business leaders say seriously."
"I am only interested in the client's concrete behaviour, not what he says or thinks."
"Motivating employees to speak only well of the company is undignified in my view."
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