There’s nothing more important than creating trust. Trust is the fabric that binds us together, creating an orderly, civilized society from chaos and anarchy. Trust is not an abstract, theoretical, idealistic goal forever beyond our reach. Trust –– or lack of it –– is inherent in every action that we take and affects everything that… [Read More]
Hey, It’s Your Conscience Talking
A note to liars, cheats, and other jerks So you cheated on your wife, got caught with your hand in the cookie jar, or got trapped in a lie. Don’t look surprised. You knew there was a chance that we’d find out. What were you thinking? Don’t tell us it was a lapse of judgment…. [Read More]
Losing Trust: The Warning Signs
Losing trust does not happen without warning: A friend who was always there when needed begins to return calls sporadically; spouses stop confiding in each other; a company communicates with its employees less frequently, providing less information or holding back information. In the case of a company, the warning signs of losing trust may be… [Read More]
Can You Keep a Secret?
Once you breach a confidence, even of a friend, your relationship is permanently damaged. No matter how much you apologize or how often you assure them that it won’t happen again, there will always be an element of doubt. This applies to personal information or information about their organization; moreover, to avoid suspicion, avoid breaching… [Read More]
Are Role Models Becoming Extinct?
When we were growing up, our teachers saluted great individuals who changed the course of history; during dinnertime, our parents lovingly recalled their idols; and of course, we had our own personal heroes who walked on water. They were wonderful role models. Martin Luther King, Princess Diana, Leonard Bernstein, Walter Cronkite, Colin Powell, Helen Keller,… [Read More]
Manage the Small Details
There’s no way to overemphasize the point that every impression is an important one. In Customers for Life, Carl Sewell and Paul B. Brown point out that customers look at everything in your organization as a sign of its quality. They ask themselves, “If that’s how they take care of their restrooms, how’ll they take… [Read More]
Reputation: You Can’t Run from Your Shadow
In a world where time is a precious resource, we often draw conclusions without examining all the information that’s available to us. We rely on shortcuts, such as someone’s reputation, to simplify the process. Did the job applicant have a good reference? What did my neighbor say about the contractor? How was the restaurant review?… [Read More]
Trust Me . . . Trust Me Not
Trust is the fabric that binds us together, creating an orderly, civilized society from chaos and anarchy. If we can’t trust our husband or our wife, if we can’t trust our children, if we can’t trust our boss or our colleagues, if we can’t trust our preacher or our senator, then we have nothing on… [Read More]