Trust is fragile

A point of real trust is hard to come by for businesses. Customers or potential customers take some convincing.

But if you are genuine, stick to your values and show up as often as you can, given that your organisation is made up of humans who are not perfect, then you will slowly build trust.

If you deliver something as good or even better than expectations more often than not, then you will build trust.

Trust takes time but once you have it, that’s not a signal to relax, it is time to get even better and strive harder as trust is fragile and once lost, that’s it, game over for a long time in business.

It’s in the manual

Often frustrated management say this to staff when it went wrong ‘it’s in the manual’ referring to the companies SOP (standard operating procedures, yet more jargon!).

However, it is never as simple as reading a manual.

Maybe the manual is badly written, maybe the answer wasn’t there, maybe the induction didn’t tell them to read the manual for this or that.

Maybe, and more likely, the staff aren’t inspired to do their jobs, even though they know the manual inside out or they have had no other training or leadership. Probably plenty of management though, where the only conversation is critical and instructions to read a manual.

Answers to problems are not found in manuals. It is about leadership, training and inspiration.