Stephen Covey came up with the idea of the ‘Emotional Bank Account’ and it’s been part of my repertoire for everything I do ever since. It refers to the trust balance we build in all our relationships, whether professional or personal.

​Think of it like a real bank account, but instead of money you’re dealing in trust, goodwill, and emotional safety.​

​How does it work?​
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⏩ Deposits are positive actions that build trust: keeping promises, showing kindness, listening actively, expressing appreciation, and being loyal.​

⏪ Withdrawals are negative actions that erode trust: breaking commitments, being disrespectful, ignoring someone’s needs, or acting with dishonesty.​
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The balance in this account determines how resilient a relationship is. When the balance is high, people are more forgiving and open. When it’s low, even small issues can cause tension or conflict.​
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Why does it matter?
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🌟 In personal relationships, it fosters intimacy and emotional safety.​

🌟 In professional settings, it builds credibility and influence, especially for leaders.​

🌟 In customer service, it explains why one bad experience can be forgiven if the overall relationship has been positive. And often the way you manage that experience will make the customer more loyal in the future.​
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Covey outlined six key ways to make deposits:​

✅ Understand the individual​

✅ Attend to the little things​

✅ Keep commitments​

✅ Clarify expectations​

✅ Show personal integrity​

✅ Apologise sincerely when you make a withdrawal​

​Like any relationship, it’s a dynamic, ongoing process. You can’t just make one big deposit and expect the account to stay full forever. ​

What’s your experience of the emotional bank account? ​

It’s come to mind for me today as I’m having some difficulties with my mobile phone provider; a company with whom I’ve been a customer since 1997. I’ve had a positive emotional bank account with them for the majority of the time, however, at this moment, I’m flying at alarming speed towards a deficit. My big question to you is…. Do you think they’ll pull the rabbit out of the hat? 🤔