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One thing I think often gets overlooked is that trust can disappear long before it's noticed. You can grind away eroding trust with your customers and stakehold
by SilverBirch 3y ago
One thing I think often gets overlooked is that trust can disappear long before it's noticed. You can grind away eroding trust with your customers and stakeholders and as long as nothing big changes, it's often fine. The problem comes when you need to draw on that trust and it's only at that point you realise it no longer exists. It's not so much that it was quick to disappear, it was very slow to disappear but you didn't notice.
- JohnFen 3y agoThis is such an apt observation. When I look back on the various businesses that I actively distrust now, none of them started out that way and, if I'm honest, none of them had a single moment where I flipped from trusting them to not trusting them. On reflection, I'd been noting the degradation of their behavior over time and growing increasingly uncomfortable with it. Then, a straw that break the camel's back happens. Also, I have never and would never communicate to a company that they're losing or have lost my trust. What's the point of doing that? I assume that most people don't. So this erosion and loss of trust can be largely invisible to companies who aren't paying attention.
- hinkley 3y agoPeople didn’t have a reason to look at it, you gave them one. Happens with employees too. You squeeze and squeeze and when times get bad they either leave in droves or worse, stay to watch you finally make the crater you have been fostering the entire time.