Masters in Trust

About Masters in Trust

Trust isn’t a "soft skill" - it’s the ultimate strategic advantage for driving top-line growth. In Master’s in Trust, Noelle Mykolenko, CEO of Trusted Advisor Associates, explores the mechanics of high-stakes relationship building and organizational excellence. Through deep-dive interviews with industry leaders, the show reveals how to transform customer-facing talent into indispensable partners by moving beyond the transaction. Discover the science of the Trust Equation, the power of authentic alignment, and the proven strategies required to exceed goals through the foundation of credibility and intimacy. It is time to stop pitching and start building what matters most.

Publisher

Noelle Mykolenko

Category

business

Language

en

Explicit

No

First episode

24 Apr 2026

Latest episode

23 Sept 2026

Latest episodes

10 episodes in the feed.

1. 

   23 Sept 2026

   Everyone Has AI Now, So What Makes You Different? with Les Bailey

   In this episode of Masters in Trust, host (https://www.linkedin.com/in/noellemykolenko/)Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) sits down with Les Bailey (https://www.linkedin.com/in/les-bailey/), Founder and Chief Executive Officer of The Sales Coach Network (https://www.linkedin.com/company/the-sales-coach-network/). Les leads a global network of experienced sales coaches that helps organisations improve revenue performance through proprietary tools, methodologies, and value-based selling approaches. The conversation explores why AI can accelerate research, outreach, and lead generation but cannot replace the depth of conversation required to truly understand a buyer. Les shares how sellers can move away from pitching and instead focus on what clients actually need, how four client-centric questions can guide complex sales conversations, and why qualifying out the wrong opportunities can strengthen trust. They also discuss value validation, asking difficult questions about budget and decision-making, differentiating when competitors increasingly look the same, and why trust must come before advice. Expect to Learn: Why human judgement, context, and relationships become more valuable as AI capabilities increase How client-centric conversations help sellers build trust from the very first meeting The four questions that can guide buyers through a complex purchasing decision Why understanding client value should come before presenting a solution or proposal How qualifying out the wrong opportunities can protect both the seller and the client Why trust must come before advice if sellers want clients to act on their recommendations Episode Breakdown with Timestamps: [08:13] – How AI is changing consulting and why judgement and relationships are becoming key differentiators [11:08] – Moving beyond the “human in the loop” and why expertise, context, and critical thinking still matter [15:03] – Where AI can support the sales cycle and why meaningful client conversations cannot be automated [17:11] – Why the first client meeting should focus on the buyer instead of pitching credentials [22:48] – The mindset shift from imposing a value proposition to understanding what the client actually needs [25:55] – The four client-centric questions: should they do anything, can they buy, will they buy, and will they buy from you [31:40] – Why doing nothing is often the biggest competitor in high-value professional services [34:02] – Validating value across business outcomes, individual priorities, the solution, and the provider [35:20] – Knowing when an opportunity is not the right fit and why honesty builds long-term trust [42:09] – Why sellers should focus on their clients' outcomes instead of becoming consumed by their own targets [44:23] – How client-centric selling helps firms differentiate when competitors increasingly look and sound the same [47:42] – Asking difficult sales questions about budget, decision-making, timelines, and procurement [50:08] – How softer questioning can uncover decision processes and investment expectations without putting buyers on the defensive [53:01] – Why deep conversations create the understanding needed to build trust and differentiate a proposal [56:01] – Combining trust-based principles with consultative value-based selling and validating value before proposing [58:28] – Why buyers buy when they are ready, not when sellers are ready to sell [01:00:05] – Why trust has to come before advice and the importance of the order in “trusted advisor” Disclosure: Portions of this episode (such as the introduction or promotional segments) use AI-generated voice narration produced under human editorial review. Connect with the Guest, Les Bailey: LinkedIn: https://www.linkedin.com/in/les-bailey/ (https://www.linkedin.com/in/les-bailey/) Company LinkedIn: https://www.linkedin.com/company/the-sales-coach-network/ (https://www.linkedin.com/company/the-sales-coach-network/) Company Website: http://www.thesalescoachnetwork.com (http://www.thesalescoachnetwork.com/) Connect with the Host, Noelle Mykolenko: LinkedIn: (https://www.linkedin.com/in/noellemykolenko/)https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From Trusted Advisor Associates: LinkedIn: (https://www.linkedin.com/company/trusted-advisor-associates/)https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: (http://www.trustedadvisor.com/)http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

2. 

   26 Aug 2026

   From 3 Founders to 120 Pros and the Trust That Made It Possible with Louw Barnardt

   In this episode of Masters in Trust, host (https://www.linkedin.com/in/noellemykolenko/)Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) sits down with (https://za.linkedin.com/in/louwbarnardt)Louw Barnardt (https://za.linkedin.com/in/louwbarnardt), Co-founder and CEO of Outsourced CFO (OCFO) (https://www.linkedin.com/company/outsourced-cfo/). Louw is a Chartered and award-winning global entrepreneur who has scaled his firm from a bootstrapped startup in Cape Town into an international finance platform serving clients across more than 35 countries. He is also an active member of the Entrepreneurs' Organization (https://www.linkedin.com/company/entrepreneursorganization/) in Cape Town and New York and the founder of the nonprofit Founders' Foundation (https://www.linkedin.com/company/founders-foundation-npc/). The conversation explores how trust is built through credibility, reliability, strong relationships, transparency, and consistently showing up for clients. Louw shares how OCFO grew into a global finance platform while maintaining its core values, trusting capable people, and giving leaders room to grow. They also discuss handling difficult client relationships, the role of clear communication and scope, and how honesty, care, and mutual respect can preserve relationships even when an engagement ends. Expect to Learn: Why credibility, reliability, and relationships are essential for building trust with entrepreneurs How connecting with clients on a human level can strengthen professional relationships How core values and behaviors help maintain trust as a company grows Why founders need to give employees autonomy and trust them to make decisions How transparency and honest communication can help repair difficult client relationships Why respect, care, and clear boundaries can preserve relationships over the long term Episode Breakdown with Timestamps: [00:00] – Introduction to Louw Barnardt and his journey as Co-founder and CEO of Outsourced CFO [04:46] – How Louw's entrepreneurial journey began and the idea behind Outsourced CFO [09:23] – Why entrepreneurs need to trust someone with their finances and how credibility, reliability, and relationships build that trust [14:34] – How COVID transformed OCFO's growth and opened opportunities to serve clients globally [19:24] – Showing up for clients during difficult times and bringing calm to businesses in crisis [23:23] – Scaling trust across a growing organization through core values and defined behaviours [27:30] – Giving employees autonomy and learning to let go of control as a founder [33:07] – What happens when trust breaks down and how scope, communication, and personality fit affect client relationships [37:10] – Learning to hand over important client relationships and trust other people to deliver [41:37] – A client engagement that went wrong and the importance of recognizing when the scope and resources do not align [48:14] – How transparency, mutual respect, and strong relationships helped preserve a difficult client relationship [54:28] – Louw's role as the company scales and why leadership means setting an example rather than controlling every detail "Disclosure: Portions of this episode (such as the introduction or promotional segments) use AI-generated voice narration produced under human editorial review." Connect with the Guest, Louw Barnardt: LinkedIn: (https://za.linkedin.com/in/louwbarnardt)https://za.linkedin.com/in/louwbarnardt (https://za.linkedin.com/in/louwbarnardt) Company LinkedIn: https://www.linkedin.com/company/outsourced-cfo/ (https://www.linkedin.com/company/outsourced-cfo/) Company Website: https://www.ocfo.com/ (https://www.ocfo.com/) Connect with the Host, Noelle Mykolenko: LinkedIn: (https://www.linkedin.com/in/noellemykolenko/)https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From Trusted Advisor Associates: LinkedIn: (https://www.linkedin.com/company/trusted-advisor-associates/)https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: (http://www.trustedadvisor.com/)http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

3. 

   19 Aug 2026

   Why Is Listening One of the Most Important Skills for Building Trust with Kate Fuentes

   In this episode of Masters in Trust, host Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) sits down with Kate Fuentes (https://www.linkedin.com/in/katefuentes/), Founder and CEO of Ascent Governance & Advisory LLC (https://www.linkedin.com/company/ascent-governance-advisory-llc/) and former General Counsel and Chief Legal Officer with over 25 years of experience in financial services. Kate has advised boards and senior leaders across asset management, retirement services, insurance, wealth management, and corporate governance. The conversation explores how curiosity, humility, transparency, and integrity build trust in leadership. Kate shares why strong relationships and open communication lead to better decisions, how leaders can handle mistakes responsibly, and why staying grounded in core principles matters when navigating AI, cybersecurity, and other emerging risks. Expect to Learn: Why curiosity and listening are essential for building trust across organizations How staying inside functional silos can weaken informed decision-making Why leaders should build relationships before problems or crises arise How vulnerability and owning mistakes can strengthen professional trust Why a leader’s reaction to bad news affects whether people speak up How transparency supports effective relationships between management and boards Why board members need the right information to fulfill their fiduciary responsibilities How leaders can stay grounded while managing AI, cybersecurity, and geopolitical change Episode Breakdown with Timestamps: [00:00] – Introduction to Kate Fuentes, her legal career, financial services background, board advisory work, and focus on trust, governance, and high-stakes decision-making [04:37] – Why relationships, not technical expertise, became the hardest part of Kate’s professional journey when moving from a law firm into corporate life [10:10] – How listening, curiosity, and cross-functional understanding lead to better legal decisions and stronger trust [14:36] – Breaking organizational silos when dealing with AI, cybersecurity, emerging risks, and the need to speak with the right people internally [17:32] – How cross-functional conversations build bridges, improve relationships, and create stronger trust across teams [23:36] – Building trust when stepping into a new GC, executive, or board-facing role through listening, curiosity, and understanding people’s priorities [27:08] – Why vulnerability, admitting mistakes, and giving people a heads-up strengthen professional relationships [33:55] – How management approaches can unintentionally damage trust with high-performing professionals and the importance of pausing before reacting [42:27] – Handling difficult decisions, reporting issues to boards, and protecting trust through transparency and accountability [44:56] – Navigating disagreements between management, general counsel, and board members while maintaining integrity and informed decision-making [48:08] – Closing reflections on increasing complexity, emerging risks, technology, geopolitics, and maintaining trust through strong principles "Disclosure: Portions of this episode (such as the introduction or promotional segments) use AI-generated voice narration produced under human editorial review." Connect with the Guest, Kate Fuentes: LinkedIn: (https://www.linkedin.com/in/katefuentes/)https://www.linkedin.com/in/katefuentes/ (https://www.linkedin.com/in/katefuentes/) Company LinkedIn: https://www.linkedin.com/company/ascent-governance-advisory-llc/ (https://www.linkedin.com/company/ascent-governance-advisory-llc/) Company’s Website: https://www.ascent-ga.com/ (https://www.ascent-ga.com/) Connect with the Host, Noelle Mykolenko: LinkedIn: (https://www.linkedin.com/in/noellemykolenko/)https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From Trusted Advisor Associates: LinkedIn: (https://www.linkedin.com/company/trusted-advisor-associates/)https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: (http://www.trustedadvisor.com/)http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

4. 

   12 Aug 2026

   B2B Sales Qualification Strategy for Sales Leaders to Improve Pipeline Quality with Guy Rubin

   In this episode of Masters in Trust, host Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) sits down with Guy Rubin (https://www.linkedin.com/in/rubinguy/), Managing Director of Revenue Intelligence at Fullcast (https://www.linkedin.com/company/fullcast-ai/) and Founder of the software company Ebsta (https://www.linkedin.com/company/fullcastrevenueintelligence/). Guy shares his journey from founding Ebsta to creating innovative revenue intelligence tools that measure the human side of business interactions, helping companies scale and replicate best practices. The conversation explores how engagement metrics, data-driven insights, and relationship intelligence transform sales strategy. Guy explains why focusing on the right interactions at the right time builds trust, improves win rates, and creates a repeatable revenue engine, while avoiding wasted effort on poor-quality leads. Expect to Learn: How relationships drive revenue in complex B2B sales cycles Why measuring engagement is more important than volume alone How to replicate top performer behavior across a sales team The role of AI and data in supporting consistent revenue outcomes How proper qualification and early-stage rigor improve win rates Why continuous curiosity and strategic thinking are critical for sales success Episode Breakdown with Timestamps: [00:00] – Introduction to Guy Rubin and his background founding Ebsta and joining Fullcast [02:22] – Why relationships remain critical in AI-driven sales environments [03:51] – How AI-driven volume generation can reduce sales efficiency and create poor-quality opportunities [05:49] – Measuring engagement through CRM, email, and stakeholder interactions [08:33] – Building trust by having the right conversations and walking away from poor-fit deals [11:34] – The importance of qualification, ICP focus, and creating trusted advisor relationships [16:56] – How Ebsta evolved from solving CRM data issues into revenue intelligence [20:01] – Measuring meaningful engagement beyond activity volume [21:43] – Replicating top performer behaviours to improve pipeline efficiency and win rates [26:17] – Attribution, sales velocity, and why relationship-driven channels outperform cold outreach [38:04] – Building C-suite relationships through Revenue Insights as a Service [41:42] – Maintaining customer relationships beyond the initial sale [45:29] – Closing reflections on trust, curiosity, and data-driven sales leadership "Disclosure: Portions of this episode (such as the introduction or promotional segments) use AI-generated voice narration produced under human editorial review." Connect with the Guest, Guy Rubin: LinkedIn: https://www.linkedin.com/in/rubinguy/ (https://www.linkedin.com/in/rubinguy/) Company’s LinkedIn: https://www.linkedin.com/company/fullcast-ai/ (https://www.linkedin.com/company/fullcast-ai/) Company’s Website: https://www.fullcast.com/ (https://www.fullcast.com/) Benchmarks Report 2026 by Fullcast: https://www.fullcast.com/ebooks/2026-benchmarks-report-the-state-of-gtm-in-2026/ (https://www.fullcast.com/ebooks/2026-benchmarks-report-the-state-of-gtm-in-2026/) Connect with the Host, Noelle Mykolenko: LinkedIn: https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From the Trusted Advisor Associates: LinkedIn: https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

5. 

   6 Aug 2026

   The Stock Market Mistakes for New Investors to Stop Chasing Quick Money with Bill Nygren

   In this episode of Masters in Trust: Building What Matters Most, host Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) sits down with Bill Nygren (https://www.linkedin.com/in/bill-nygren-173605208/), Investment Manager at Harris Associates (https://www.linkedin.com/company/harris-associates/), to explore how long-term relationships, transparency, and shared principles have shaped a successful investment philosophy. Bill shares his journey from studying accounting and securities analysis to building a more than 40-year career at Harris Associates, where he helped launch the Oakmark Funds and grow the firm to approximately $100 billion in assets under management. The conversation explores how trust is built through clear communication, aligned incentives, and staying committed to principles even during market uncertainty. Bill explains why attracting the right clients, maintaining a long-term perspective, and prioritizing what is best for investors have been central to Harris Associates’ longevity and success. Expect to Learn: How long-term relationships and transparency create lasting trust with investors Why aligning investment philosophy with client expectations is critical for success How clear communication helps clients navigate market volatility and uncertainty Why staying true to principles matters more than chasing short-term performance How shared incentives build stronger relationships between investors and fund managers What businesses can learn from Harris Associates’ approach to trust and customer relationships Episode Breakdown with Timestamps: [00:00] – Introduction to Bill Nygren’s background and journey into investment management [01:05] – Building a 40-year career at Harris Associates and the power of compounding relationships [04:06] – Creating a brand around value investing and defining what Oakmark stands for [05:32] – Building trust through communication, education, and shared long-term perspectives [07:28] – Aligning incentives by investing alongside clients and sharing the same outcomes [10:13] – Attracting the right clients and managing relationships through market volatility [14:29] – How trust-based communication reduces friction and strengthens client relationships [22:42] – Staying committed to principles during market downturns and investment challenges [31:14] – Helping clients overcome fear of missing out and stay focused on long-term goals [40:28] – The principle of doing what is right for clients and letting the business follow [45:49] – Transparency, uncertainty, and maintaining trust during the AI-driven market shift [49:54] – Closing reflections on building trust through authenticity and long-term relationships "Disclosure: Portions of this episode (such as the introduction or promotional segments) use AI-generated voice narration produced under human editorial review." Connect with Guest, Bill Nygren: LinkedIn:https://www.linkedin.com/in/bill-nygren-173605208/ (https://www.linkedin.com/in/bill-nygren-173605208/) Company’s LinkedIn: https://www.linkedin.com/company/harris-associates/ (https://www.linkedin.com/company/harris-associates/) Company’s Website: https://harrisassoc.com/ (https://harrisassoc.com/) Connect with the Host, Noelle Mykolenko: LinkedIn: https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From the Trusted Advisor Associates: LinkedIn: https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

6. 

   5 Aug 2026

   The Trust in Finance for Investors to Build Credibility using Tech Infrastructure with Khushboo Jha

   In this episode of Masters in Trust: Building What Matters Most, host Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) sits down with Khushboo Jha (https://www.linkedin.com/in/khushboo-jha-wharton/), Founder and CEO of Ashta.ai (https://www.linkedin.com/company/ashtaai/), to explore how trust is built, scaled, and transformed in modern financial systems. Khushboo shares how her journey from engineering, consulting, and Amazon to founding her own company led her to solve a core challenge in private investing: access and trust, and how traditional investment networks remain closed, relationship-driven, and difficult to scale. The conversation explores how technology, data, compliance, and AI can compress trust-building timelines that once took decades, enabling greater transparency, fairness, and scalability across financial ecosystems. At the same time, Khushboo highlights why human judgment and relationships remain essential, even as automation reshapes how trust is created and evaluated. Expect to Learn: Why traditional investment systems are built on closed networks and relationships How trust can be “compressed” using data, infrastructure, and technology The difference between emotional trust and process-driven trust in finance How compliance and KYC systems enable scalable financial transactions Why AI and automation are changing how investors evaluate credibility How human judgment remains essential even in highly automated systems Episode Breakdown with Timestamps: [00:00] – Introduction to Khushboo Jha and the closed nature of investment networks [02:35] – Personal investment challenge and discovering lack of access in private markets [04:22] – Amazon mindset and how e-commerce inspired trust infrastructure thinking [07:38] – Compressing decades of trust into scalable infrastructure using data and systems [09:39] – Role of KYC, AML, and compliance in building verified financial ecosystems [12:00] – Scaling from 30 investors to 300 using structured trust systems [18:50] – Market downturns, conflicts of interest, and importance of governance [24:03] – Amazon analogy and removing barriers for emerging participants in markets [29:56] – AI, transparency, and how automation is changing trust perception in finance [35:08] – Human judgment vs AI: why transparency and intent matter more than tools [45:54] – Closing reflections on future of trust, AI, and fully customized financial systems Connect with Guest, Khushboo Jha: LinkedIn: https://www.linkedin.com/in/khushboo-jha-wharton/ (https://www.linkedin.com/in/khushboo-jha-wharton/) Company’s LinkedIn: https://www.linkedin.com/company/ashtaai/ (https://www.linkedin.com/company/ashtaai/) Company’s Website: https://ashta.ai/ (https://ashta.ai/) Connect with the Host, Noelle Mykolenko: LinkedIn: https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From the Trusted Advisor Associates: LinkedIn: https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/) "Disclosure: Portions of this episode (such as the introduction or promotional segments) use AI-generated voice narration produced under human editorial review."

7. 

   20 May 2026

   AI Hiring Overload for HR Leaders to Restore the Human Element and Trust with Jo-Ann Feely

   In this episode of Master In Trust: Building What Matters Most, Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) is joined by Jo-Ann Feely (https://www.linkedin.com/in/jo-ann-feely-3a0545/), Chief Innovation Officer at AMS. With over 30 years of experience, Jo-Ann explores how AI and shifting skill demands are disrupting the talent acquisition landscape. The conversation delves into the evolving role of trust in recruitment, the impact of technology on hiring practices, and the importance of authenticity and vulnerability in building lasting relationships. Jo-Ann offers valuable insights into navigating the complexities of modern hiring and the importance of maintaining human connection amidst the rise of AI. Key Takeaways: Speeds up processes like screening and scheduling, but can’t replace human connection in decision-making. AI-driven applications are weakening trust between candidates and employers, making it harder to identify quality talent. Openness and authenticity help create stronger, more meaningful recruitment relationships. Roles must evolve to balance automation with human skills to attract and retain top talent. Episode Timestamps: [01:38] Introduction to Jo-Ann Feely and the role of trust in talent acquisition [02:30] Jo-Ann’s background and her journey in talent acquisition at Alexander Mann Solutions [05:00] The evolution of talent acquisition and the growing role of AI [10:15] Impact of AI on candidate applications and managing high volumes [15:00] Balancing AI with the human element in hiring [22:00] The breakdown of the social contract between candidates and employers [28:00] The future of job design in an AI-driven landscape [33:00] Authenticity and vulnerability as key drivers of trust in recruitment [40:00] Practical advice for restoring trust in the hiring process [44:00] Final thoughts on rehumanizing recruitment and building trust Connect with Guest Jo-Ann Feely: LinkedIn: https://www.linkedin.com/in/jo-ann-feely-3a0545/ (https://www.linkedin.com/in/jo-ann-feely-3a0545/) Company’s LinkedIn: http://www.linkedin.com/company/weareams/ (http://www.linkedin.com/company/weareams/) Company’s Website: https://www.weareams.com/ (https://www.weareams.com/) Connect with the Host Noelle Mykolenko: LinkedIn: https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From the Trusted Advisor Associates: LinkedIn: https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

8. 

   13 May 2026

   Trust-Building Skills for HR Consultants to Deepen Client Loyalty using Listening - Kathleen Dillon

   In this episode of Master In Trust: Building What Matters Most, host Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/) sits down with Kathleen Dillon (https://www.linkedin.com/in/dillonk/) to explore what trust really looks like in high-stakes consulting environments. The conversation challenges the common belief that trust is automatically present instead, Kathleen explains how it must be built intentionally through every interaction. Kathleen Dillon is the Managing Director at Herronpalmer, where she advises organizations on people strategy, HR benefits, and business performance. With a unique background that spans academia and HR technology, she brings deep expertise in consulting, client relationships, and navigating complex organizational challenges. Key Takeaways: Trust starts at zero and is built through consistent interactions Deep listening helps uncover client needs beyond what is said Being honest builds more credibility than pretending to know everything Human judgment remains critical in complex and emotional situations Curiosity and humility lead to better client outcomes A consistent and thoughtful process strengthens long term trust Episode Timestamps: [00:00] Introduction to Kathleen Dillon [03:50] What Herron Palmer Does [05:58] Career Background and Journey into HR [07:34] The Human Side of Technology [08:59] AI vs Human Judgment [12:50] Defining Client Centricity [16:13] Building Trust with Clients [19:41] Career Lessons and Growth [21:55] Curiosity and Humility in Practice [24:11] Adaptability and Industry Change [28:15] Building a Trust Based Culture [31:28] Letting Go of Always Having the Answer [35:17] The Biggest Misconception About Trust Connect with the Guest Kathleen Dillon: LinkedIn: https://www.linkedin.com/in/dillonk/ (https://www.linkedin.com/in/dillonk/) Company’s LinkedIn: https://www.linkedin.com/company/herronpalmer (https://www.linkedin.com/company/herronpalmer) Company’s Website: https://www.strategicnonmedicalsolutions.com/herronpalmer (https://www.strategicnonmedicalsolutions.com/herronpalmer) Connect with the Host Noelle Mykolenko: LinkedIn: https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From the Trusted Advisor Associates: LinkedIn: https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

9. 

   6 May 2026

   Internal Trust for Customer Leaders to Drive Strategic Change with Charles Crowder

   In this episode of The Masters In Trust: Building What Matters Most Podcast, Noelle Mykolenko (https://www.linkedin.com/in/noellemykolenko/), CEO of Trusted Advisor Associates (https://www.linkedin.com/company/trusted-advisor-associates/), sits down with Charles Crowder (https://www.linkedin.com/in/charles-crowder-7287856/), Head of Global Airline Partnerships, to unpack what trust really means in business, leadership, and client relationships. Charles brings over 35 years of experience across airlines, operations, and customer engagement, sharing hard-earned lessons on building trust from the inside out. The conversation goes beyond theory and dives into real leadership challenges, from inheriting long-standing teams to navigating major strategic shifts and handling difficult client conversations. Key Takeaways: Trust with clients starts from strong internal team alignment and leadership credibility. Great leaders listen first and act later to build a solid foundation. Clear communication of the “why” is essential to gain support and avoid resistance. Moving from execution to consultation elevates teams into strategic partners. Confidence and trust-both in yourself and your team-enable stronger relationships and smoother tough conversations. Episode Timestamps: [00:00] - Importance of trust in business and leadership [01:37] - Charles Crowder’s Background & Role at AR [04:02] - From Transactional to Consultative Strategy Shift [06:19] - Ownership and Accountability in Leadership [09:52] - The Importance of Explaining the “Why” [11:23] - Why Great Leaders Listen Before Acting [15:15] - Shifting Teams from Doers to Consultants [18:48] - Confidence Growth Through Trust-Based Leadership [20:02] - The Trust Spectrum in Long-Term Relationships [23:37] - The Power of Showing Up (Real-World Example) [27:28] - Closing Thoughts & Episode Wrap-Up Connect with Guest Charles Crowder: LinkedIn: https://www.linkedin.com/in/charles-crowder-7287856/ (https://www.linkedin.com/in/charles-crowder-7287856/) Company’s LinkedIn: https://www.linkedin.com/company/arc/ (https://www.linkedin.com/company/arc/) Connect with the Host Noelle Mykolenko: LinkedIn: https://www.linkedin.com/in/noellemykolenko/ (https://www.linkedin.com/in/noellemykolenko/) More From the Trusted Advisor Associates: LinkedIn: https://www.linkedin.com/company/trusted-advisor-associates/ (https://www.linkedin.com/company/trusted-advisor-associates/) Website: http://www.trustedadvisor.com/ (http://www.trustedadvisor.com/)

10. 

    24 Apr 2026

    New Episode Coming Soon!

    In the world of high-stakes business, the most valuable currency isn’t capital—it’s trust. Welcome to Master’s in Trust: Building What Matters Most, hosted by Noelle Mykolenko, CEO of Trusted Advisor Associates. In each episode, Noelle sits down with world-class leaders to deconstruct the science of building deep, authentic client relationships that drive massive organizational growth. From management consulting secrets to elite business development strategies, this podcast is the definitive toolkit for those ready to move beyond the transaction and build a legacy of influence. Subscribe now to Masters in Trust - your next level of growth starts here.

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