‘Trust’ is a word that we often use in business, especially when we want to talk about our own businesses, products and services. We are trusted partners, reliable, the first choice, highest quality. It takes a long time to develop the reputation that backs up these claims, time that is invested on both sides of the deal. The supplier is trusted by the buyer for repeatedly providing the goods and services required, on time, at the right price and with the required specifications. On the other hand, the buyer is trusted by the supplier for paying for the goods or services provided, punctually, correctly and without trying to make false claims regarding non-delivery or faults. Herein lies the concept of a trusted partnership and each side has a responsibility to the other if the trust is to be maintained. Unfortunately, all too often, things go wrong. Someone, somewhere, shows that they are not as trustworthy as was once thought. The payment is late or short. The goods are not as described. The service is slow.
Bad news has always been said to spread very fast but now that we have the internet and social media it is almost instantaneous. From the picture of the disappointing food with comments about slow service in a restaurant to the stories of business executives and politicians being charged with fraud - the stories are sent around the world more quickly than you can blink. Sometimes they are looked at and forgotten almost as quickly but you can be sure that someone, somewhere, has noticed. The story will be shared and the damage will be done.
The breaking of trust provokes powerful emotions and can destroy relationships that once seemed impregnable. If trust is to be maintained then it must be constantly earned again and again by repeatedly meeting and exceeding expectations. If that can’t be done, due to exceptional circumstances, then a heartfelt apology can go a long way to repairing the damage. Not just ‘Sorry, I got found out’.