Mental Model: Relational Bank Accounts

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This is the second article in our miniseries on some of the nuances of the mental models held by top performers. In our first article, we talked about how the same hurdle can be seen either as a speed bump or a major barrier. Top performers, of course, see hurdles as mere speed bumps that barely hinder their progress. In this article, we’ll discuss the notion of relational bank accounts.

Stephen Covey introduced the metaphor of an emotional bank account in his seminal work The 7 Habits of Highly Effective People.  When you need to withdraw money from a bank, you must have first deposited the money. Obvious, right? That same inescapable logic also extends to relationships. If you want to build trusting relationships that may occasionally require withdrawals, you must first make some deposits. Top performers innately recognize this truth and proactively embrace this concept in their daily work by making deposits in the accounts of their various relationships immediately, well in advance of and irrespective of any future and yet unidentified needs on their part.

When the time for withdrawals comes, top performers have built the trust required to ask for an introduction or advice or even something as simple as a return call.  They are acutely aware, however, that trying to make a withdrawal without first filling their relationship account with deposits puts a strain on any relationship.

In a straightforward example, a top performing sales professional we recently interviewed told us how she would arrive at a potential new client’s and immediately try to identify issues she and her company could help resolve. She didn’t wait to be asked, and she didn’t ask to be compensated in any way. She was simply making deposits into a relational account. Whether she ever would need to make any withdrawals was not part of her thinking process. But she knew the deposits were there if she ever needed to ask for help.

Question to ponder:

• How is your relational account balance with the people in your network?