The Difference between Trust and Credibility

In my previous articles, I talked about the foundational role of trust in business relationships and the concept of the Referral Triangle of Trust. Today, I want to explore a related but distinct concept: the difference between trust and credibility. Understanding how the two work together and are intertwined took me a long time, but by sharing my experience and knowledge I hope it will help you understand how to gain credibility far more easily and what to do to avoid losing it.

Trust and Credibility: Two Sides of the Same Coin

While often used interchangeably, trust and credibility are not the same. Both are vital in business, but they serve different purposes and are built in different ways. Let’s break down what each term means and how they interact.

Defining Trust

Trust is an emotional state that reflects the degree to which one party is willing to be vulnerable to another based on the expectation of positive intentions and actions. It’s about feeling confident that someone will act in your best interest, even when you’re not watching.

Defining Credibility

Credibility, on the other hand, is the perception of competence and reliability. It’s about whether others believe you have the knowledge, skills, and reliability to perform a specific task or fulfil a role effectively. Credibility is more about what you can do, while trust is about what you will do.

Building Trust

Building trust is a gradual process that involves consistent actions over time. I’ve talked about this: at length previously, but here’s a quick summary:

1. Consistent Actions - Trust is built through repeated, consistent actions. Meeting deadlines, keeping promises, and standing by your word in both good times and bad are essential. Each positive interaction adds another layer of trust. As my mentor Judith said, it's like building a sedimentary rock—layer upon layer over time, and I love this analogy.

2. Transparency - Being open and honest about your intentions, goals, and even your mistakes helps build trust. Transparency shows that you have nothing to hide and are committed to integrity.

3. Empathy and Understanding - Taking the time to understand others’ needs and concerns and showing genuine care and empathy strengthens trust. When people feel understood and valued, they are more likely to trust you.

4. Long-term Commitment - Trust is not built overnight. It requires a long-term commitment to maintaining relationships, even when it’s not immediately beneficial. This means staying in touch, being reliable, and showing that you value the relationship for its own sake, not just for what you can gain from it.

Building Credibility

While trust is about character, credibility is about competence. Here’s how you can build credibility in your professional life:

1. Demonstrating Expertise - Credibility is often built through expertise. By consistently demonstrating your knowledge and skills, you show others that you are capable and reliable. This can be through delivering high-quality work, speaking at industry events, or publishing thought leadership content.

2. Reliability - Being reliable is a cornerstone of credibility. This means showing up on time, meeting deadlines, and consistently delivering what you promise. Reliability shows that others can depend on you to perform as expected.

3. Professionalism - Maintaining a high level of professionalism in all your interactions helps build credibility. This includes being respectful, dressing appropriately, and communicating clearly and effectively.  Bear this in mind in all your social media interactions - nothing is ever erased.

4. Continuous Learning - Credibility also comes from continuous improvement and staying current in your field. By constantly learning and adapting, you show that you are committed to maintaining and enhancing your competence.  I love learning and always try to lear new things.  Share this with your network - they want to know you’re upskilling.

The Interplay Between Trust and Credibility

While trust and credibility are distinct, they are deeply interconnected. Credibility can enhance trust, and trust can bolster credibility. Here’s how they interplay in a business context:

When people trust you, they are more likely to believe in your credibility. Trust provides a foundation upon which your skills and expertise are more readily accepted. For instance, if a trusted colleague vouches for your abilities, others are more likely to see you as credible.

Conversely, demonstrating credibility can lead to increased trust. If you consistently show that you are knowledgeable and reliable, people will start to trust you more. They will believe that you have their best interests at heart because you have proven that you can deliver results.

In practice, building trust and credibility often happens simultaneously. For example, by consistently delivering high-quality work (credibility), you show that you can be relied upon (trust). Similarly, by being open and honest in your communications (trust), you enhance your reputation as a credible professional.

The Impact on Business Relationships

Understanding and nurturing both trust and credibility can have a profound impact on your business relationships. Here are some ways this plays out:

Practical Tips for Enhancing Trust and Credibility

Here are some practical steps you can take to enhance both trust and credibility in your professional relationships:

1. Be Consistent

Consistency is key. Make sure your actions align with your words and that you deliver on your promises time and again.

2. Communicate Openly

Keep lines of communication open. Be transparent about your goals, challenges, and successes. Regular updates and honest conversations build both trust and credibility.

3. Show Competence

Regularly demonstrate your expertise and reliability. Take opportunities to showcase your skills and knowledge, and continuously seek to improve them.

4. Build Relationships

Focus on building genuine relationships, not just transactional ones. Take the time to understand and support others, and show that you value the relationship beyond immediate business gains.

5. Be Reliable

Ensure that you are someone people can count on. Meet deadlines, keep appointments, and be dependable in all your professional interactions.

6. Admit Mistakes

When things go wrong, admit your mistakes and take responsibility. This transparency builds trust, and your commitment to fixing the problem enhances your credibility.

7. Ask for testimonials

When you have done a good job, always ask for a testimonial.  Social proof will build your credibility and demonstrate you are able to do the job at hand.  In today's era, testimonials have a power like never before and in my next article, I will talk about this very subject. 

Trust and credibility are two sides of the same coin in the business world. While they are distinct, they are deeply interconnected and together form the bedrock of strong, lasting professional relationships. By understanding the differences and focusing on building both through consistent actions, transparent communication, and demonstrated competence, you can enhance your business relationships and drive long-term success.

As I continue to reflect on the lessons learned over my career, it’s clear that while the contexts may change, the need for trust and credibility remains constant. They are not just useful—they are essential in navigating the complexities of the business world.