Commercials are designed to move consumers to action. One commercial caught my attention recently because it made me laugh. AT&T’s Just Okay Is Not Okay shows a concerned couple in a hospital room waiting to meet the surgeon. They ask if the nurse has ever worked with the doctor. The nurse replies, “Oh yea, he’s okay.” The couple gets a concerned look and says, “Just okay?” The commercial concludes with “Just okay is not okay, especially when it comes to your network.” Want a good laugh? Watch the commercial.
You rely on experts every day and just okay is not okay. Sometimes you’re very aware of the need for expertise, like finding the right surgeon before an important procedure. Other times you don’t think as much about the level of expertise. Calling a plumber or finding an auto mechanic might fall into this category.
How do you tell the difference between? You don’t choose a surgeon based on his or her fees. Your concern is more about the reputation of the surgeon. What people have to say means far more than cost. However, when it comes to a plumber, mechanic or electrician quite often people will get several quotes and price is a big factor in the decision make process. You assume expertise because it’s likely the plumber, mechanic or electrician knows more than you but you’re not as nearly concerned with reputation.
Over my lifetime I’ve heard many people talk about their surgeon saying, “He’s great, one of the best in the area,” or “She’s been in practice for more than 20 years.” Not once have I heard such statements about a plumber, mechanic or electrician. Nope, it’s usually, “They did a great job and they weren’t a lot less than the other quotes I got.”
When the stakes go up you naturally become more concerned with reputation and less with cost. People will pay almost anything to get healthy but not to unclog a drain or have their brakes replaced.
But expertise by itself is not enough. The AT&T commercial highlights this when the doctor says, “Guess who got reinstated?” What? Why was he suspended? Who cares because you’d never feel good hearing that and whatever you might learn wouldn’t make you feel comfortable.
So, you don’t hire people on expertise alone. Whether it’s someone in home repair, investments or health care, if you hear anything negative about regarding trustworthiness you’re not likely to take a chance on the individual or firm.
For example, Bernie Madoff may know more about markets and investing than you or I but I’m confident you would never trust him with your money. In much the same way that reputation becomes more important as the stakes go up, so does the trust factor.
The commercial is a bit over the top but it’s funny because it’s true. You want to work with people who are great – not just okay – at what they do. And, you want those same experts to be trustworthy. That’s a powerful combination to justify doing business with someone.
To Do This Week
Let’s bring this back to you. What are you doing to increase your skills so you’re viewed as an expert? The law of averages says not everyone is great. Most are average and some are below average. Neither of those categories should be acceptable to you because they won’t be acceptable to someone who’s considering hiring you. One great way you can upskill is leveraging LinkedIn Learning. There are nearly 14,000 courses on almost anything you can imagine. Check it out, decide what you want to get better at then avail yourself of all the resources they offer.
What are you doing to build your trust level with people? Doing great work won’t be enough if you don’t deliver it when you said you would. You can reinforce your trust with simple phrases like, “As promised,” or “I wanted to get this to you early.” Those simple prompts will remind people you’re a person of your word.
Bottom line, set your sights on becoming a trusted expert and your ability to ethically persuade others will go up significantly.
Brian Ahearn, CMCT®, is the Chief Influence Officer at Influence PEOPLE, LLC. An author, international trainer, coach and consultant, he’s one of only 20 people in the world personally trained by Robert Cialdini, Ph.D., the most cited living social psychologist on the planet on the science of ethical influence and persuasion.
Brian’s book, Influence PEOPLE: Powerful Everyday Opportunities to Persuade that are Lasting and Ethical, was a top 10 selling Amazon book in several insurance categories and top 50 in sales & selling. His LinkedIn Learning courses on sales and coaching have been viewed by almost 90,000 people around the world!