1: It was 6 AM, and more than fifty people were standing in line outside the Au Bon Pain bakery cafe in Boston’s Copley Place mall.

“I couldn’t believe my eyes,” Ron Shaich writes in his terrific book Know What Matters.  “I’d spent months desperately trying to figure out how to get people to stop walking past our door.

“And now, here they were, waiting in line,” he recounts. … continue reading

1: “Imagine that I offer you $20 to run a three-minute errand and get me a cup of coffee,” Chris Voss writes in his book Never Split the Difference.

We think: $20 for three minutes equals $400 an hour. 

Awesome!  Off we go to get the coffee. 

Then, we find out that running the errand allowed the other person to make $1,000,000. 

We “go from being ecstatic for making … continue reading

So far this week we’ve covered two high trust behaviors from Stephen M.R. Covey’s powerful book The Speed of Trust: Listen First and Make and Keep Commitments.  

Today we tackle the third: Extend trust.  

For some of us, this is the tough one.

We’ve been taught to make someone earn our trust… “I’m not going to trust you until you prove you are trustworthy.” 

That’s one way to live life.… continue reading