 OUR TAKE -
Suddenly Trustworthy
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What we know is a drop. What we don't know is an ocean.
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Isaac Newton
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Before the discussion regarding a crisis of trust and a slow crawl towards the truth continues, I want to re-iterate my focus on the dynamics that drive the customer experience rather than spotlighting the troubles of a particular company. I have no personal ax to grind with the company. The situation is merely timely and convenient. And it is perhaps indicative of a culture in many organizations. Maybe your organization.
When the public discovered a problem and a public commission required the utility to "come clean," representatives acknowledged a lack of customer faith and a need to restore trust. When a lack of customer trust impacts public perception, legal liability, and even profitability, who wouldn't be for the restoration of trust?
In general, initial responses to promises of change are often met with skepticism. Actions break trust and words rarely restore it. Do organizations sincerely believe a few carefully crafted words will make them seem suddenly trustworthy? Now, let's go back to the California utility in question. Isn't this the same organization required to pay $333 million when a systematic cover-up of the industrial poisoning was discovered? Remember the movie, Erin Brockovich?
"Suddenly trustworthy" is something elusive under the best circumstances. Trust restoration is a time-consuming and expensive proposition. Or more accurately, it is the price to be paid for the destruction of trust. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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