What makes someone trustworthy? Trust forms the connective tissue of our world, allowing wisdom, friendship, goods and services to flow. If you ask someone why they bought a certain car, they’ll likely tell you about the fabulous features, sleek design or affordable price. But in all purchases, just like in new friendships or jobs, people make decisions based on trust. Throughout my summer working with Three Wheels United (TWU) in cities across India, the theme of trust continually surfaces. When TWU first entered the small city of Chitradurga, they put months of effort into speaking with auto rickshaw drivers about their loan product. Drivers were skeptical—why should they believe these unproven newcomers promising lower-interest loans? Ultimately, TWU succeeded because their talented team convinced 20 drivers to take the leap and accept loans. Positive reviews quickly spread throughout the tight-knit community, and soon TWU was well-known for their affordable loans and compassionate people. After several months when drivers saw friends benefitting from TWU loans, trust was established and business blossomed. Three Wheels United is beginning to fund a new model called the Mahindra Treo—a sleek blue and white rickshaw. Rachael and I interviewed one of the first owners of this vehicle, and within minutes, over a dozen drivers and curious onlookers were examining the vehicle (it was a bit like a marketing event, TWU loan agents were passing out business cards and taking phone numbers). I was fascinated by why this driver, Anjanappa, had chosen to be a trailblazer and purchase this new vehicle. Bangalore is largely lacking charging stations, a huge roadblock for electric vehicle ownership. Yet, he trusted both the vehicle and TWU. Trust was an issue in getting passengers as well. Almost all the auto rickshaws in Bangalore are green and yellow, so many passengers mistook the Treo for a government vehicle, unaware they could hail it for a ride. The lesson here: making the change we seek requires trust, and trust requires experience, visibility and time. When we see others leading the way, we’re more likely to follow. On one of our final days in Bangalore, Rachael and I got dinner with Ashwin, a high-level consultant who helped lead and advise TWU for several months. Ashwin said that in India, even more than in other countries, business deals are primarily driven by trust. That’s why Cedrick, TWU’s CEO, spends so many hours every day on the phone with partners, potential investors, banks, and a wide variety of connections. His job is to talk: to share TWU’s story and build a community of trust that can help TWU achieve its mission. Ashwin shared another quotable line: “visibility drives the ability to realize a story.” TWU’s story of helping auto drivers upgrade their lives through ownership of electric vehicles currently requires buy-in from a community of investors, showcases, and international programs. It’s a cycle. As outsiders trust Three Wheels to progress in achieving its mission, Three Wheels gains the ability to achieve that very mission. Trust is the enabling ingredient for scale and impact. I have also discovered the importance of trust this summer in how Rachael and I have grown in working with each other and the TWU team. Through many hundreds of hours and a whole range of emotions, experiences, moods, and moments, trust has been sewn that allows us to more freely ask, discuss, work, play and move through India together. And as we have learned the stories of the employees we work with—Chandini’s quest to be seen with dignity, Swati’s becoming a parent, Rosemary’s move across the world—we have created friendships that are both meaningful and productive.
A countless number of serendipitous surprises have resulted from the trust Rachael and I have formed with guides, co-workers, drivers and employees. Like the hostel worker in Pondicherry who recommended the Spanish surfing brothers and several incredible restaurants. Or the hotel manager in the Andaman Islands who convinced us to go diving. Or the numerous auto drivers who weren’t trying to scam us, but to point us in the right direction. We’ve spent whole days with drivers who gained our trust, one comment, recommendation, or smile at a time. Trust grows from the first handshake, the warm smile, the subconscious body language, the tone of voice, the intentions. You’ll need to build trust for every new activity that involves other people. For getting a new job, for selling your product or service, for reading your article, for eating your cooking, for making friends, for accepting your application, for giving you money, time or effort. And the only way to build trust is one drop at a time, with dependability and dignity. To share your story, lead with vulnerability, and ask someone to join in your mission.
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