The Triangle of Trust: Building Strong Client Relationships

One of the most effective ways to build trust with new clients is through the “Triangle of Trust” script. This method helps solidify relationships by leveraging trust between the client, the realtor, and the loan officer.

The Basics of the Triangle of Trust:

Three Points: In this scenario, the three points of the triangle are the loan officer (Mark), the client (Joe), and the realtor (Nick).
The Concept: If Joe trusts Nick enough to seek a referral, and Mark trusts Nick, this shared trust strengthens Joe’s confidence in Mark.

How It Works:

Introduction: When a client (Joe) calls, the loan officer (Mark) first finds out how they got the contact information:
- Example conversation:
  “Hey Joe, thanks for calling! How did you get my name and number?”
  Joe: “Nick at Keller Williams gave it to me.”
- Mark then responds with a personal connection to Nick:
  “That’s awesome! Nick’s a great guy—I’ve known him for 15 years. We met at a Dallas Mavericks game and have done a lot of business together. I really trust him and his process.”
Building Trust: After establishing Nick’s credibility:
- Mark asks how the client knows Nick, which creates a conversational tone and connection.
- Mark reinforces the relationship by emphasizing trust:
  “You trust Nick, and I trust Nick, so you can feel confident working with me.”
The Value Proposition: While praising Nick’s professionalism, Mark subtly works in his own value proposition:
- “Nick has a fantastic process, and we’ve got a proven one, too. We close on time, every time, with a 99.8% satisfaction rate.”
  This adds credibility and highlights the benefits of working with Mark.

Handling Cold Leads or Sign Calls:

In cases where the client doesn’t have a strong relationship with the realtor (e.g., a sign call):

Find a Connection: Mark looks for any positive comment about the realtor to build rapport.
- “You’ve spoken with Nick for 10 minutes? That’s great! There are over 10,000 agents in North Texas—you got lucky to connect with one of the best!”
Emphasize Expertise: Even if the connection isn’t strong, Mark reinforces his experience:
“Nick has done a ton of business, and I’ve been in the mortgage industry for 20 years, so you’re in good hands.”

Why This Script Works:

Strengthens Trust: By connecting through a shared relationship, clients feel more confident in their choice.
Boosts Credibility: The loan officer not only establishes the realtor’s reputation but also highlights their own experience and reliability.
Creates a Personal Connection: The conversational tone helps the client feel more at ease.

Additional Examples of the Triangle of Trust in Action

Here are some more practical scenarios where the “Triangle of Trust” script can be adapted to different situations:

Example 1: Referral from a Realtor with Strong Rapport

Scenario: Joe is referred by Nick, a realtor that Mark has worked with for years.

Conversation:
Mark: “Hey Joe, thanks for reaching out. How did you hear about me?”
Joe: “Nick from Keller Williams referred me.”
- Mark’s Response:
  “That’s great! Nick and I have worked together for over a decade. He’s always been someone I trust, and we’ve closed countless deals together. I’m sure he mentioned that I’ll make this process as smooth as possible for you.”
Key Takeaway: Emphasizing the long-standing relationship between Mark and Nick helps Joe feel confident that he’s in good hands.

Example 2: Limited Contact with the Realtor

Scenario: Joe had a brief conversation with Nick but doesn’t know him well.

Conversation:
Mark: “How did you come across my name?”
Joe: “I talked to Nick, but it was just a quick chat.”
- Mark’s Response:
  “You’re in luck! Nick is one of the top realtors in the area, and even a quick chat with him is a solid recommendation. He doesn’t work with just anyone, so the fact that he put you in touch with me says a lot.”
Key Takeaway: Even with limited rapport, Mark builds up the trustworthiness of the realtor and highlights the value of the referral.

Example 3: No Connection to the Realtor (Sign Call)

Scenario: Joe calls after seeing Nick’s sign but doesn’t have a relationship with him.

Conversation:
Mark: “Hey Joe, thanks for calling. Did you speak with Nick or was this just a sign call?”
Joe: “It was a sign call—I don’t know Nick.”
- Mark’s Response:
  “That’s great! You know, there are thousands of agents out there, and the fact that you ended up connected with Nick is pretty lucky. He’s one of the top-performing realtors in the area, and he always makes sure his clients are in good hands. I’ll make sure this process is smooth for you, just like he would.”
Key Takeaway: Even with no prior relationship, Mark leverages Nick’s reputation to create trust and establish credibility.

How to Apply the Triangle of Trust Script in Your Business

Use Conversational Tone: The more natural and engaging the conversation, the stronger the connection with the client. Avoid sounding too scripted.
Tailor the Approach: Depending on how well the client knows the referral source, adjust the depth of the conversation. If it’s a long-term relationship, spend more time reinforcing the shared trust.
Insert Value Propositions Subtly: While explaining the

relationship with the referral source, weave in your own strengths and value proposition. For instance, talk about your process, reliability, and results, but in a way that feels part of the conversation rather than a sales pitch.

Example 4: A Referral from a Client

Scenario: Joe was referred by a previous client of Mark’s, not by a realtor.

Conversation:
Mark: “Hey Joe, thanks for reaching out! How did you find my information?”
Joe: “My friend Sarah worked with you, and she had nothing but great things to say.”
- Mark’s Response:
  “That’s fantastic! Sarah was an amazing client. We worked together on her home loan, and I’m so happy she trusted me with her recommendation. I’ll make sure you get the same great experience she had—smooth, on-time closing, and all your questions answered.”
Key Takeaway: In this case, Mark draws on the trust built with the previous client and assures Joe that he’ll receive the same level of service.

Mastering the Triangle of Trust

The Triangle of Trust script isn’t just about the realtor and client—it’s about how you position yourself as the reliable third party who can be trusted because of shared connections and trust in the process. By tailoring your conversation and building on the existing relationship, you can strengthen your rapport with clients, even in cold call situations.

Key Takeaways:

Be Genuine: Always speak from experience and keep the conversation natural.
Highlight Shared Trust: Use the relationship with the referral source to build immediate trust.
Emphasize Expertise: Bring in your proven track record and value proposition without sounding overly promotional.
Adapt for Cold Leads: Even in sign calls or low-contact scenarios, build rapport by focusing on the client’s luck in connecting with trusted professionals.

Mastering this script can make a significant difference in turning leads into lifelong clients, all built on the foundation of shared trust.