In a world overflowing with strategies for scaling businesses and building high-performing teams, trust remains one of the most foundational – yet often overlooked – elements of sustained success. On a recent episode of The Ownership Advantage podcast, host Tanner sat down with Scott Carley, known as the Change Energizer, to unpack why trust is the secret currency of every meaningful relationship, and how his innovative “Trust Credit Score” framework brings new clarity to this often elusive concept.
The Essence of Trust: More Than Just a Feeling
Scott Carley believes that trust isn’t just a warm, fuzzy notion—it’s the bedrock upon which all genuine influence, collaboration, and business growth are built. Drawing from decades of experience helping organizations and leaders rebuild credibility, Carley shares a definition of trust that goes well beyond gut instinct. In his words, "Trust is a confidence people have in your character and your expertise, and it’s based on your behavior. It’s not based on what you say, but how you act."
He makes it clear: while feelings do play a role, trust is largely constructed through observable actions over time. People are constantly—and often unconsciously—scoring each other as they assess body language, motives, values, expertise, and track record.
The Five Pillars of the Trust Credit Score
One of Carley’s core contributions is a practical framework for evaluating and building trust: The Trust Credit Score. He outlines five critical areas where trust is either built or broken:
This holistic approach enables leaders and teams to see trust not as a fixed point, but as a living metric—much like a financial credit score—that can climb or plummet based on behavior.
Rebuilding Trust: Turning Drops into Towers
Scott Carley’s personal journey lends powerful insight into the process of rebuilding trust after a setback. From a successful ministry career that suffered due to personal hardship, to being offered a second chance at a leadership role, Carley has experienced firsthand the long, challenging process of regaining credibility.
His advice: focus on the five trust areas intentionally and incrementally. "Those little drops of trust turn into cups of trust, then gallons, then towers," he says. Rebuilding requires honesty, transparency, and ongoing proof—demonstrated through behavior, not just words.
Trust in the Digital Age: Navigating Virtual and AI-Driven Worlds
As business increasingly moves online and AI-generated content becomes mainstream, Carley warns that the fundamentals of trust only grow more important. In virtual meetings, seemingly small choices—like camera placement and eye contact—can make a big difference in how we’re perceived.
With AI’s rise, Carley notes that authenticity and a proven track record will be even more critical as people seek to distinguish genuine expertise from manufactured personas. "Nobody gets more than a nine until I’ve known you for a while. I want to see behavior over time," Carley remarks.
Practical Steps for Leaders: Begin with Intentionality
If you want to build—or rebuild—trust, Carley recommends starting by assessing yourself (or others) across the five trust domains. Pick one area, get feedback (sometimes from trusted colleagues), and focus on incremental improvement. "You can’t read your own label from inside the jar," he jokes—reminding us that outside perspectives are crucial.
Using tools like the Trust Credit Score, leaders can create actionable pathways to strengthen relationships, foster teamwork, and unlock new levels of engagement and performance.
Final Thoughts: Action Over Aspiration
Scott Carley’s wisdom, captured in both his book Can I Trust You? and the Trust Credit Score framework, emphasizes that trust is never static. Building it is not a one-time act—it’s a continuous, intentional investment. As we navigate rapid changes in technology and the workplace, the leaders who succeed will be those who earn trust in drops and safeguard it from being lost in buckets.
Check out the full episode on YouTube HERE
Listen to the full episode on Apple Podcasts HERE