ENTRUST’s Sam Hopkins, Business Development Manager, and Robert J. Whitehead, Director of Business Development, sat down together to discuss how a successful approach to business development is always underpinned by kindness and humility. They came up with three key reflections each:
At ENTRUST, the culture emphasizes achieving sales while treating clients with respect and kindness. We aim to elevate our clients, making them feel valued and confident. Our approach is candid, authentic, and marked by humility.
Our CEO, Adam Biggam, exemplifies this culture. In every interaction, he begins with a personal touch, asking about your family or well-being before discussing business matters. This practice of starting conversations with genuine concern for the person before addressing business needs is consistent among senior leadership.
This people-focused approach is deliberately fostered in ENTRUST’s culture, in recognition that our organization is built on more than 3,000 individuals, not just numbers. From executive leadership to regional managers and down to project managers, the culture of care and personability is reinforced through the ranks as leadership sets examples that permeate throughout the organization.
At ENTRUST, this top-down culture ensures that even difficult conversations are handled with a sense of community and personal connection, making it a fundamental part of the way we do business.
Utilities is an industry where people have very long memories. Many professionals in the utility sector choose it as a lifelong career, often staying with the same organization for decades. Utilities themselves are institutions with a century-long history and a forward-looking perspective that spans another hundred years, so it is natural that the utilities industry attracts individuals who share this long-term view.
Consequently, in day-to-day interactions with clients, it’s crucial to maintain clear communication, avoiding false commitments and overpromising. If you repeatedly make unrealistic promises, the same people will remember those mistakes for a long time, as they remain within the organization.
From a values-driven perspective, it’s essential to set realistic expectations and foster open communication. Honesty and reliability are key to building and maintaining trust.
At ENTRUST, our commitment to integrity goes beyond demonstrating reliability just to secure future business. It’s about doing the right thing because we believe in operating with honesty at the core of everything we do. While mistakes are inevitable, we strive to address and correct them promptly. Setting realistic expectations is crucial, even if it means telling customers what they might not want to hear. The best course of action is not always the fastest or easiest.
We are proud to recognize our limitations and maintain humility about our capabilities, which we believe are strong, yet grounded in reality. We acknowledge that while we can achieve remarkable things, we’re not going to land someone on the moon in the next five days. This realistic approach helps build long-term trust. When we say we can do something, we mean it.
Our approach to business development is rooted in long-term commitment. Whether you’re a new or existing client, our goal is to be your reliable partner, delivering the services you need on time and within budget, while treating you with respect.
We strive to be accessible to all clients, ensuring it’s easy for them to get the information they need from us. We’re dedicated to providing solutions, which means understanding our clients’ challenges by asking the right questions. How we ask these questions is crucial; it can either build or break trust.
For example, I have extensive knowledge in power generation, with 45 years of experience in the utility industry. While I consider myself very knowledgeable, I try to avoid coming across as arrogant. Instead, I use my expertise to ask insightful, approachable questions, ensuring clients feel comfortable rather than intimidated.
Our core values revolve around a collaborative approach, authenticity, and genuine interaction. We avoid hard selling and trickery, focusing instead on building honest and trustworthy relationships with our clients.
If you talk to a client long enough, you’ll eventually find a connection. For instance, when I first met with one client’s project manager, we discovered a shared connection to New Jersey. We both vacationed in the same area and knew the same spots. On my next trip to New Jersey, I took pictures of the boardwalk carousel and Ferris wheel and texted them to him.
Developing these non-work-related connections strengthens the relationship with the client.
This principle also applies to valuing and remembering shared connections through people and employing individuals who are widely remembered and respected in the industry.
ENTRUST recognizes the importance of building common ground, both within the company and in how we relate to clients, emphasizing the value of strong client relationships.
At ENTRUST, our emphasis on kindness fosters genuine friendships among employees and between employees and clients. This culture of kindness leads to lasting connections.
As people advance within ENTRUST, their rise is visible proof of their integrity and respectful treatment of others. When new positions open, it’s natural for those who embody these values to be chosen, further embedding this culture throughout the organization. This approach ensures that our core values of kindness and respect continue to move up the organizational chart, strengthening our culture at every level.
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