A question of trust
Successful business relationships are trust-based relationships. This article describes the four components of trust (credibility, reliability, intimacy, and low self-orientation), and discusses how they can translate into benefits for project managers and their clients. Examples are drawn from a project at City Mortgage (NCM) Retail to automate underwriting and change company-wide business practices. The success of this project was attributed to the project team’s willingness to examine the project from the position of all stakeholders, to conduct trust-building activities with the client, and to provide an effective system of reporting and communication. Even the most difficult issues can be dealt with when project managers know their clients on a personal level.