Trust Across America-Trust Around the World™

The best treatment of any disease is its prevention.

The best response to any crisis is its aversion.

David L. Katz, MD, MPH

This morning an article written by David L. Katz, MD, MPH, and the Director of Yale University Prevention Research Center, caught my attention on LinkedIn Pulse.  The title of the article is Ebola and Unscrambling Eggs. Wondering how this relates to organizational trust? Read what Dr. Katz has to say:

That’s what we do, bodies and the body politic alike: wait for catastrophe, then scramble….

The best treatment of any disease is its prevention. The best response to any crisis is its aversion.

Alas, we- anybody and the body politic, alike- seem to harbor an aversion to just that approach. We are forewarned again and again, but never quite manage to be forearmed. We wait for the inevitable fall, then dash in madly to unscramble our eggs.

By all means, let’s do what we always do: call in the King’s horses and the King’s men, at the customary high cost in dollars and human potential. And why not, while we’re at it, go ahead and cross our fingers.

The global trust crisis continues simply because leaders do not practice prevention. They wait for the fall and then call in the crisis team to “rebuild” something called “trust” that never existed in the first place. Rather than being part of the organizational DNA and reinforced daily, trust is almost always taken for granted. And often, when the organizational crisis strikes, the empty trust bank account makes it impossible for the King’s horses and King’s men to put Humpty together again.

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

Cultivate trust by deepening the conversation. Patricia Aburdene

(from Trust Across America’s Weekly Reflections on Trust 2014)

Today we start a new blog feature called Organizational Trust this Week, beginning with the “Good” and ending with the “Ugly.” Each story contains a trust component and at least one lesson for organizations seeking to make trust a business imperative.

THE GOOD

Silos kill trust: Mary Barra is Breaking Down Silos to Build Trust at GM

Corporate DNA should not change when the CEO leaves: Pimco’s new CEO Doug Hodge will Remain True to the Corporate DNA 

Corporate transformations take time: Marissa Mayer remains passionate and focused on corporate transformation at Yahoo

Great leaders say these things to their employees: John Brandon discusses 17 things great leaders should say

How much influence should CEO’s have on their Boards? Interesting research from George Mason University’s Derek Horstmeyer Beyond Independence, CEO Influence and the Internal Operations of the Board

THE BAD

Trust is busted when fines are nothing more than a slap on the wrist: AT&T pays $105 million fine and gets to keep the rest

The big pharma industry is an ongoing trust disaster: Why exactly are prescription drugs so expensive? 

What to do when the CEO has an affair? Nothing. It doesn’t violate the company’s ethics and integrity policies!

Here’s what the same CEO has to say about company ethics.

THE UGLY

When it comes to violations of trust, it doesn’t get much worse than the unfolding scandal at Sayreville High School in NJ: Governor Chris Christie makes a statement. But the best part is what a former NFL trainer had to say. Read the full article.

OUR MOST POPULAR POST THIS WEEK

And finally, Trust Across America-Trust Around the World’s Most Popular Post on LinkedIn Pulse this week

Send us your stories for consideration in future editions of Organizational Trust this Week. Barbara@trustacrossamerica.com

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

“Partnering is the quickest, most effective way to re-engineer a business.”  Curtis E. Sahakian

Karin Hurt of Let’s Grow Leaders and a member of our Trust Alliance, recently shared a PowerPoint presentation on Building Trusted Strategic Partnerships. She was kind enough to allow us to reprint these “12 Keys” in building trust.

12 Keys to Trusted Strategic Partnerships

1. Really understand one another’s business
2. Invest in connecting as human beings beyond the business role
3. Know how you each make money
4. Tell the truth (even when it’s awkward, embarrassing, or could cost you business)
5. Don’t commit to more than you can do well (repeat this one 3 times)
6. Don’t play games… EVER
7. Don’t wine and dine… the best deals are done over chopsticks or a long walk
8. Lose some battles, admit when you’re wrong
9. Let logic prevail, even when contracts are on “your side”
10. Don’t sweat the small stuff
11. Think long-term
12. Reward trusted partnerships with more business/effort

Thank you Karin for helping leaders understand the importance of trust as a business imperative. You can follow Karin on Twitter @LetsGrowLeaders

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

As we express our gratitude, we must never forget that the highest appreciation is not to utter words, but to live by them. John F. Kennedy

Today marks the 100th consecutive daily post on our blog.  I’ve covered every trust topic from A to Z and back.  I reserved the subject of “gratitude” for the 100th post. I am grateful for many things that others take for granted- health, family, friends, children, food and a roof over my head.

I could not have completed this blog marathon without the support of hundreds of people who have taken the time, over the past six years, to enhance my understanding of the complex subject of trust, primarily as it impacts organizational health. In the past 100 days, many have cheered me on via social media and in emails and notes. Thank you. You have inspired me to keep going.

I am particularly grateful to several people who continue to support the efforts of Trust Across America-Trust Around the World as our global movement expands.

One of my first conversations about organizational trust was with Charlie Green at Trusted Advisor Associates. I knew nothing. He knew (almost) everything about the subject. He gave me two important tidbits of advice early on:

1. No two people in the trust business do the same work, contrary to popular belief.
2. Just because someone claims to be in the trust business does not make them trustworthy.

He was right about both. Today Charlie and I speak regularly, and the ratio of teacher to student has shifted somewhat. You can follow him on Twitter @CharlesHGreen

**********

Frank Sonnenberg contacted me one day to ask if there was anything he could do to help Trust Across America get on its feet. I kept waiting for the reciprocal “ask” but it never came. Frank was responsible for assisting in the visioning of our program and for helping to develop the website. He tweets @FSonnenberg

Whenever I have an ethical decision to make, I ask myself, “What would Frank do?”

**********

Bob Vanourek is a former CEO who is not afraid to tell it like it is. And he always tells the truth. Bob spent many years turning failing companies around and is now very focused on giving back. When I need an honest CEOs perspective, he is the “go to” expert.

Bob has encouraged me to continue to “make the business case for trust,” and many of the past 100 day posts reflect his advice. You can follow him @BobVanourek

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My husband Jordan and my children…

Most of you don’t know that Trust Across America-Trust Around the World originated during a discussion at the breakfast table in the midst of the financial crisis in 2008, and one of my children suggested the name for the program. While Jordan keeps a low profile, he remains involved in the metrics and measurability component of TAA-TAW called the FACTS Framework, which represents the heart and soul of the business case in our programs.

My children have convinced me that there’s a place reserved in heaven for the work I do. Many days, it’s what keeps me going.

So with much gratitude to those mentioned above and to all who have selflessly added value to my understanding of trust, I say “Thank you!” If you enter your name in the Search Box (bottom left corner) on the home page of our website, you may be surprised just how much influence you have had.

I hope you have enjoyed reading our posts and while I may not be blogging daily, you will continue to hear from me.

And finally, Happy Birthday Jordan. The 100th bottle has just been placed on the wall.

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

Successful leadership is not about being tough or soft, sensitive or assertive, but about a set of attributes. First and foremost is character. — Warren Bennis

Ask any group of people whom they trust and the two most common answers will be “parents” and “siblings.” Ask them why and they will talk about longevity, familiarity and shared experiences. Rarely will the answer to the first question be a coworker or a boss.

What makes families unique? Each has its own culture. But if the family culture is corrupt, so are the offspring. The same applies to organizations, regardless of their size, industry or composition.

Someone recently asked me if there were any “quick fixes” for low-trust organizations. My answer was simply “Diseases can’t be cured with Band Aids.” Trust takes time and it is built in incremental steps.

If you lead an organization and want to build trust into its DNA, it all begins (and ends) with you.

Start with an assessment of yourself:

• Are you trustworthy?
• Do you have integrity, character and values?
• Do you share those values with your family?
• Do you instill them in your children?
• Do you take your personal values to work?

Perform an organizational trust audit:

• Have you built trust into your organizational culture with the support of your Board?
• Is it reflected in your statement of values and credo?
• How do you practice it?
• How well do you communicate it?
• Can it outlive you?

Consider your internal stakeholders:

• Do you discuss trust daily?
• Do you encourage feedback?
• Do you share a consistent vision?
• Do you model openness and vulnerability?
• Do you use transparent decision-making?
• Do you ask for input?
• Do you have long-term trust-building goals and execute them well, one by one?
• Do you share every “Wow” moment in your organization?
• Do you communicate, communicate, communicate?

Consider your external stakeholders:

• Have you shared your vision and values in building a trustworthy organization?
• Have you identified the outcome(s) you are seeking?
• Have you defined your intentions for each of our stakeholder groups?
• Have you made promises that you will keep?
• Have you determined the steps you will take to fulfill these promises?

Remember, the fish rots from the head. Every problem in an organization, including low trust, can be traced back to its leadership.

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

If a brand genuinely wants to make a social contribution, it should start with who they are, not what they do. For only when a brand has defined itself and its core values can it identify causes or social responsibility initiatives that are in alignment with its authentic brand story. Simon Mainwaring

We know that trust is built in incremental steps via a holistic approach that begins with leadership voluntarily choosing to make trust a business imperative. In other words, trust and trustworthiness become core values. Many companies, however, choose to view trust through the narrow lens of corporate social responsibility. They measure their good citizenship according to the number of boxes they check on the various independent surveys and standards of “proper behavior,” and then they use the awards and rewards in their messaging to their stakeholders. Sadly a good percentage of these programs in no way reflect the overall health of the company, and fall very short on gauging the trustworthiness of the organization. One need only look at some of the corporate names that rise to the top of annual “Best of CSR” lists to reach the same conclusion.

Over the past ten years much has been written and debated about corporate social responsibility programs and check the box practices:

2005 The Myth of CSR 

Corporate Social Responsibility A Study of Key Features, Benefits, Criticism and the Various Initiatives.

CSR, The Dangers of Doing the Right Thing

Corporate Social Responsibility: An Overview

At Trust Across America-Trust Around the World, we have been tracking the trustworthiness of almost 2500 public companies over the past five years using our proprietary FACTS Framework. In reviewing the data, what’s often clear is that many of the companies using CSR success as the gold standard of good business are falling far short in other areas of corporate health. Let’s not forget that Enron claimed to have one of the best CSR programs.

Where does CSR end and moral responsibility begin? Does CSR distract the public from asking deeper ethical questions. Does it similarly distract Boards of Directors and C-Suites?

Many claim that any corporate program that “betters” society is good, but not everyone agrees on what is “better” or good. We argue that the betterment of society is not enough. Core values hold the key.

It would behoove leadership to look deeper into trust as a holistic business imperative. Exercising does not ensure good health. Eating well, lowering stress and getting enough sleep are just as important.

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

Being on par in terms of price and quality only gets you into the game. Service wins the game. ~ Tony Allesandra

Who remembers Lily Tomlin as Ernestine the Telephone Operator from Saturday Night Live?

This past July I wrote a blog post called Sorry, Our Policy Doesn’t Permit It  that attracted lots of attention and followup notes. Today I have another customer service blunder courtesy of our local phone company.

Until this week I had not paid the bill for our office phone service for three months, simply because the online “Pay” button on the company website had disappeared and I had spent too much time looking for it.  The bill was now over $150.00, so it was time to make that dreaded customer service call. After pressing lots of buttons and codes, I was connected to “Jason” who quickly assessed the issue and advised me that I was connected to the wrong department.  He could not solve the “Pay” button problem but COULD take the payment over the phone, with a service charge of $4.00. When I told him I wasn’t interested in paying the service charge, but wanted to offer a suggestion, his response was simply “I don’t want to hear your suggestion as this call is being recorded. All I want to do now is transfer the call.” I told him that the recording of the call was all the more reason for me to make the suggestion, hoping that maybe someone would actually hear it! Every “Jason” should be given an $8.00/day discretionary allowance to accept a phone payment without the service charge. After all, what company wants to forego $150.00 to save $4.00?

Why is it so difficult for companies to provide excellent customer service? Is it poor leadership, low priority, too many policies, poor training, low pay, or all of the above? Why should I believe that this company cares about me as a customer? Why should I want to continue to do business with them? Why should I even care when apparently they don’t?

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

A good advertisement is one which sells the product without drawing attention to itself.  David Ogilvy

Advertisers play the silliest trust-busting games. We’ve all seen that little “x” in the corner of an online ad. You know what I’m talking about. The one that’s almost impossible to see with the naked eye. Here’s the part where trust gets muddied. If I’m looking for the “x” it means I don’t want to see the ad, or I’m not interested in the product. So why not make that X really BIG and BOLD so people like me don’t have to hunt for it and mumble something about busted trust as we are searching for the tiny little “x” in the corner.

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.

Nominations are now being accepted for Trust Across America-Trust Around the World’s 5th annual Global Top Thought Leaders in Trustworthy Business.

                                                                                               Coming Soon!

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

Copyright © 2014, Next Decade, Inc.

We value virtue but do not discuss it. The honest bookkeeper, the faithful wife, the earnest scholar get little of our attention compared to the embezzler, the tramp, the cheat.–   John Steinbeck, Travels with Charley: In Search of America

Those of us who work in trust know all too well the ABC’s and equations. They are helpful tools, reminders and mnemonics for leaders who have taken the first step- acknowledgement that trust is a business imperative. While we assume broad acceptance of this concept, it’s actually a faulty assumption.

Some recent conversations have lead to a startling realization. When it comes to trust, most leaders haven’t even learned the basic language. We assume they have mastered their ABC’s,  grasping the value of trust as a “hard” business metric, but realistically, the word “trust” has never even crossed their minds, at least not as it relates to their leadership strategy.

It’s been proven time and again, and by multiple sources, that the most trustworthy organizations are run by trustworthy leaders and the rewards are immense and tangible. I wrote about this in a recent blog post called Trust & the Blinder Effect at the Top.

So what will it take? I assert that it will require a global awareness campaign, reinforcing the multiple benefits of high trust leadership and high trust organizations. At Trust Across America-Trust Around the World, we began this campaign over five years ago, and it has been growing. Is trust important to you? Would you like to join us?

Very shortly, we will be announcing a new initiative for November, but in the meantime, these are just a few quick ideas:

• If you are a leader, consider what role trust plays in your organization. Our free Leader’s Survey may be helpful.
• If you know someone who is a leader, ask them what role trust plays in theirs, or share the link above with them.
• Read a book on organizational trust and buy one for a colleague. You will find many ideas in our Reading Room.
• Join a regional trust group by joining our Alliance.
• Take advantage of all the free resources on our website.
• Email us at barbara@trustacrossamerica.com and we will direct you to an expert to assist you if we can’t.