Government officials started calling the public customers several years ago which, I guess, was an homage to the pressure that “government needs to run like a business”, which is BS because government isn’t, and isn’t supposed to be, a business – but don’t get me started. We can continue this argument at a later date,… read more →
Here’s a slightly different perspective on one of the hottest topics that we all face these days. You’ll find eleven (11) straightforward, simple traits of people who are trusted. Read More … If you’ve paid any attention to the saga of the Boeing 737 Max 8, you probably realize that Boeing’s credibility and reputation… read more →
We’ve shown you many times here that trust in institutions – non-governmental organizations, big business, news media and government – is at generally historic lows. Recent Pew research into trust finds some interesting variations like public school principals being the most trusted and ethical by several barometers. Police are ranked in trustworthiness almost as much… read more →
Trust building requires the right behavior from the builder. It’s not always all about you, and it requires you letting go and being accessible, reliable and objectively truthful. It’s not that tough. Read More … Getting people to trust you starts with you trusting them. It can’t be done blindly but it means laying a… read more →
One of the secrets to (re)building trust really isn’t much of a secret, but it also isn’t exactly intuitive. The clients that we work with almost always feel that they need to project professionalism and confidence in their dealings with the public. That may certainly be true in almost all peer to peer business negotiations,… read more →
Let’s get to the point: truth and reason are frequently losing. Your measured evaluation, research and reams of data presented in an objective way to an increasingly skeptical and mostly disinterested public, intended to appeal to their logic and common good, is competing with a steady diet of electronic and algorithmic emotional propaganda. And that… read more →
I’ve been tearing my hair out working to resolve an ongoing problem caused by my (now former) bank for the past several months. If you’ve had to try to find a live, responsive human person hidden somewhere in the phone tree at a bank, insurance agency, cable or other utility, government agency or almost any… read more →
Past issues of this newsletter have had lots of pieces on the decline of public trust and the critical need for the public sector to (re)build credibility with the people that it’s supposed to serve. I don’t think there’s a more obvious and glaring example of the consequence of distrust than the growing measles outbreak… read more →
A Harris Poll just released their 2019 corporate reputation ranking that you’ll find interesting. Perhaps not so much the businesses that occupy most of the 100 listed, but I think you’ll find the institution at the very bottom noteworthy – and check out the listings one and two spaces just up from the very bottom.
We’ve often referenced the Edelman Trust Barometer as one credible source for a lot of ongoing evidence that shows people just don’t trust institutions – especially government. Turns out, some of the most recent data indicates that women are even less trusting than men when it comes to institutions.