Trust Across America-Trust Around the World™

“One can’t assume that trust accrues automatically through the mere passage of time. It grows through incremental steps and deliberate actions.” Charles H. Green, Trusted Advisor Associates

This quote will appear on the cover of the third book in our award-winning TRUST INC. series. The book, TRUST INC., 52 Weeks of Activities and Inspirations for Building Workplace Trust will be published in November 2014 as an inspirational holiday gift.

Stephen M.R. Covey speaks frequently about the 5 Waves (Incremental Steps) of Trust:

WAVE 1: Self Trust (personal credibility)

WAVE 2: Relationship Trust (behavior with others)

WAVE 3: Stakeholder Trust (alignment with internal stakeholders)

WAVE 4: Market Trust (external reputation)

WAVE 5: Societal Trust ( global citizenship- social consciousness, corporate citizenship, and corporate social responsibility.)

Organizations cannot effectively build Wave 5 until the first 4 are constructed. Imagine waking up in the morning and putting your shoes on first. Yet that’s exactly what many organizations have done.

Said another way, building organizational trust cannot be accomplished via an a-la- carte menu. Choosing to start building trust at Wave 4 or 5, with the intent of using it as a short-term promotional or communications tool, rather than a long-term, ground up, incremental trust strategy is a bad choice. Planning and executing a corporate citizenship or corporate social responsibility program without first mastering self trust, relationship trust, stakeholder trust and market trust eventually backfires. And when the crisis strikes, the weak trust foundation crumbles. We see evidence of this almost daily. Some of the biggest names in CSR also happen to be some of the greatest trust & ethics violators. Just pick up the newspaper on any given day. In this age of increasing transparency, these organizations are fooling no one but themselves.

So my advice today to all organizations, but particularly corporate America, get dressed before you put on your shoes.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

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Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

What do we mean when we say “Trust is a Lifestyle?”

• Trust is not a mathematical equation or formula
• It is not a memo to be circulated at a meeting
• It is not negotiated via a contract or a regulation
• It cannot be delegated
• It is not something to be “built” in the wake of a crisis
• It is not “the buzzword of the day.”

When we hear the word “trust” we should envision a way of being, a lifestyle that includes:

• Acting with integrity at all times, no exceptions
• Respecting others
• Making ethical decisions
• Shaking the hand of a partner in business or in your personal life, looking them in the eye, and telling them that you are extending trust.

Build a lifestyle of trust, beginning with self-trust, and extend trust to those around you. It will be reciprocated.  You will experience a higher quality of life, as will those who learned from your example.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

                                                                                                  Coming Soon!

Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

This week as I was preparing our upcoming calendar of events, I took some time to reflect on the progress we have made at Trust Across America-Trust Around the World.

What began as a conversation at the breakfast table in 2009 has since grown into a global, cross-functional social movement, whose mission is to help organizations build trust. Our website has become the leading “go to” global source of information on trust.

What do we have planned for the remainder of the year?

October 1: Top Thought Leaders in Trustworthy Business nomination period opens to the public: Recognizing global leaders who are inspiring others to place trust in the center of how organizations do business. This is our fifth year administering this program which has grown in both prestige and global awareness.

Late October: Publication of the inaugural edition of TRUST! The Magazine with a theme of:

Values to Value: Financial Institutions That Are Changing the Way Business is Done 

November 17-24: Join us as we celebrate TrustGiving ™, the first week long celebration of trust.

November 24: The publication of the 3rd book in our award-winning series:

TRUST INC., 52 Weeks of Activities and Inspirations for Building Workplace Trust.

December 2014: Our Alliance of Trustworthy Business Experts celebrates its second anniversary. We have grown from 25 founding members to a thriving organization with top thought leadership from around the world.

I want to extend a huge “thank you” and virtual “hug” to all who have freely given their time, advice, support and good wishes over the past five years, and who have encouraged me (in the words of Eddie Kendricks) to  “keep on truckin’.” 

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

                                                                                                  Coming Soon!

Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

Is your Board stuck in the SAC Rut- Show Up, Agree, Collect Check? 

A female acquaintance who has held C-Suite level corporate positions in the past, was recently talking to me about the multiple Board of Director seats she holds. I asked her about her degree of input at Board meetings. Her answer went something like this, “I show up, agree, collect my check and leave.” I pressed her a bit further. “What if you don’t agree? What if you have something to add to the discussion based on your own experiences? What if you want to challenge another board member?  Her answer was simply, “The more I just smile and agree, the better my chances are of getting on more Boards. It’s very lucrative and requires almost no work.” She then reminded me that she is a “hot commodity” as a former female senior executive.

Our August blog series, 31 Trust Tips For Boards & C-Suites provides guidance to boards on how to get out of the SAC Rut. There are another 69 essays in the book itself, Trust Inc., A Guide for Boards & C-Suites.

High-trust organizations with high-trust Boards are rewarded with faster decision making, flourishing innovation, and accelerating growth and profitability.  And trust is built through:

• collaboration
• common goals
• cooperation
• competence
• candor
• connection
• challenging the status quo
• character
• caring
• compromise
• choices

And these are just the “C’s”!

Boards stuck in the SAC Rut get back exactly what they put in. They get back nothing and ALL the stakeholders suffer as a result. And unfortunately, the story told above is all too common.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

                                                                                                  Coming Soon!

Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

Should Inlaws be Outlawed?  This was the title of a recent blog post written by my friend Erris Klapper. For those of you who may not know Erris, her blog is a well-written and thoughtful commentary, primarily focused on the trials and tribulations of baby boomers and their families, as well as coverage of other timely topics.

Erris believes that the two root causes of (in-law) contention are elevated levels of expectation and differences in upbringing.

Doesn’t the same apply to the Board/CEO relationship, leader/manager/employee relationship, or any relationship for that matter?

And like in-laws, in most business environments controversy could be avoided and trust could be built if time were invested early in the relationship to:

• Explore common ground by discussing respective upbringing
• Discuss goals and values
• Map out a course for the future
• Determine how disagreements will be handled.

Whether you are about to be married, or about to begin a new job or hire a new employee, invest the time to work through the four steps above. Building trust early in any relationship will pay off handsomely in the long-run.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

                                                                                                           Coming Soon!

Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

Companies talk about the importance of building customer loyalty and trust, but invariably a headline like this gets in the way:

Mimicking the Airlines Hotels Get Fee Happy

and the public quickly realizes that the “talk” is insincere and deceptive and the race to the bottom of the trust barrel continues.

Who in the C-Suite decided that the way to build trust with customers was to tack on extra charges wherever possible, or to mimic an industry (airlines) with historically low trust and lousy customer service, replete with bankruptcies and consolidations? Why did you choose the airlines as your role model?

Corporate culture is determined by the Board and the CEO. Weak leadership produces weak culture. Apparently the hotel industry has its fair share of both.

While you are racing to the bottom, why not inscribe your “values” on the lobby wall at corporate headquarters:

Our 5 Pillars of Business:

• We have no long-term vision or leadership.
• Our culture is simply to maximize short-term profit at all costs.
• Our customers come last.
• We will nickel and dime them at every turn.
• We have no interest in building loyalty or trust.

I wish this article was a spoof, but it’s not. Where’s the trust? Where’s the love?

Fortunately, industry is not destiny. There are some great hotels who DO place customers first. If you are one of them, please email me at barbara@trustacrossamerica.com. I want to hear your story. I would love to blog about it.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

                                                                                                       Coming Soon!

Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

In business, it’s easy to just show up.

• Show up at a lunch
• Show up at a conference
• Show up at a meeting
• Show up at a webinar
• Pay your annual dues

And then leave….

The outcome of showing up is usually little ventured, and probably little gained. And then we move on to the next lunch, conference, meeting or webinar.

It’s much more difficult to be involved in the planning.

Because involvement in the planning requires a commitment:

• Of time
• Of thought
• Of teamwork

But it’s the participation in the planning stage that builds the trust. In planning, we engage with others who are working towards a common goal…. a positive outcome. And this is how trust is built. And trustworthy relationships lead to new business. They also take time to develop.

It’s your choice. Maintain your independence, show up and then leave. Get involved in the planning and build trust. Make the investment and the payoff may surprise you.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

                                                                                                       Coming Soon!

Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

A recent conversation with Doug Turner, one of our Trust Alliance members, ended with him sharing this photo he had taken.

 What a statement about society’s view of trust or distrust!

We all agree that society clearly requires trust in order to function. So who decided that signage like this was the “right” way to build that trust? What positive trust message is the reader of this sign expected to take away?

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

                                                                                                Coming Soon!

Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

Ask most Americans which companies they trust and the same names will surface: Apple, Google, Amazon, and maybe even Walmart.

But when pressed as to why, the answer is usually something like this:

• I trust Apple because they have innovative products.
• I trust Google because their search feature is easy to use.
• I trust Amazon to deliver my packages very quickly.
• I trust Walmart to have the lowest prices.

So does this mean these companies should be trusted? Sounds more to me like we are talking about customer loyalty or brand loyalty and not so much about trust.

In fact, many would argue that these four are far from trustworthy.  Just ask Apple’s factory workers, Google’s privacy critics, Amazon’s publishers or Walmart’s suppliers what they think.

So let’s not generalize the word “trust.” If we are going to talk about it, we need to clarify what we really mean!

Earlier today I read the following article about how IBM can help Apple with its trust issues. It sheds a bit more light on the confusion between brand loyalty and trust.

And my friend Charlie Green recently wrote this blog post called If Trust Is So Far Down, How Come– which confirms the need to use the correct terminology.

What do you think? Do we have a definitional issue, and if so, how do we overcome it?

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

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Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.

What’s that expression….”Kids say the darnedest things?” Well so do adults.

Lately, I’ve heard and seen some great examples of trust-busting comments and actions. They generally fall into one of these categories:

• Bad-mouthing a coworker, colleague, competitor or better yet, your boss
• Placing blame before all the facts have been gathered
• Spinning the truth
• Speaking with “big” meaningless words (psychobabble)
• Crying wolf
• Taking undeserved credit
• Fast finger pointing
• Pleading the “5^th”
• Refusing to admit a mistake or apologize
• Pulling a “disappearing act” or  playing the “silence” game.

How many times in the course of a day do you sound or appear untrustworthy? Learn to think before you speak, and consider the potential consequences of your actions.  These are quick, easy and simple ways to build trust.

Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She is also the editor of the award winning TRUST INC. book series. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.

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Should you wish to communicate directly with Barbara, drop her a note at Barbara@trustacrossamerica.com

Copyright © 2014, Next Decade, Inc.