I first came across The Trust Equation through Simon Sinek, and it really stopped me in my tracks. Trust is such a huge thing, isn’t it? In life, in relationships and especially in business. Let’s face it, the. people you trust are the people you want around you – both as clients and as colleagues.
And here’s the thing: They’re not always the high achievers. Of course, the dream is someone who’s both a high achiever and high in trust – that’s the sweet spot – but if I had to choose, I’d take a high-trust person and build their skills, rather than someone technically brilliant but unreliable or self-centred. Because you can train talent, but you can’t fake trust.
So, when I discovered this model – originally created by David Maister, Charles Green and Robert Galford, and later explored by Simon Sinek – it made perfect sense to me. It breaks down something that often feels intangible into something we can actually see and measure.
Trustworthiness = (Credibility + Reliability + Intimacy) ÷ Self-Orientation
Let me explain it the way I see it in salon life:
That’s why people tend to trust those who aren’t in it purely for themselves. I mean, yes, I cut hair for money, but that’s never the first thing I think about. My purpose is to make someone look and feel fantastic – the money is a by-product of that.
I’d like to think of myself as a trustworthy hairdresser because I’m credible, I’m reliable and I value the intimacy of conversation. I’m doing it for the client, not my own ego. Trust is absolutely central to what we do. Clients aren’t just trusting us with their hair; they’re trusting us with their image, their confidence and often their emotions. They might spend two hours in your chair sharing the most personal stories, and that kind of connection relies on deep, genuine trust.
And within the team, it’s exactly the same. At The Gallery, when I’m in meetings and I tell the team there won’t be bonuses at Christmas because the money isn’t there – they have to trust me on that. They have to believe I’m being honest and transparent, not squirrelling moneyaway somewhere. That level of trust doesn’t come from a single conversation; it’s built over time,through consistency and fairness.
It also works the other way round. When I’mhiring, trust is one of the first things I look for. Of course, I’ll look at someone’s qualifications and their skillset – that’s their credibility – but I’m also watching for reliability. Did they turn up on time?
Did they reply promptly? Are they genuinely engaged in the opportunity or are they just browsing?
You can teach cutting, colouring and styling, but you can’t teach attitude. You can’t teach someone to care about the collective more than themselves. At The Gallery, we have a saying: The power of the team is greater than the power of one.
That only works when trust is at the heart of everything.
Ultimately, The Trust Equation reminds me that it’s not enough to be talented; you have to be dependable, open and low on ego. When you get those elements in balance, trust flourishes – and when trust flourishes, culture follows.
That’s when a salon really thrives…
