In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.
Stephen CoveyAbove all, success in business requires two things: a winning competitive strategy, and superb organizational execution. Distrust is the enemy of both. I submit that while high trust won't necessarily rescue a poor strategy, low trust will almost always derail a good one.
Stephen CoveyAll things are created twice; first mentally; then physically. The key to creativity is to begin with the end in mind, with a vision and a blue print of the desired result.
Stephen CoveyBe a light, not a judge, be a model not a critic. Little by little, your circle of influence will explode and you will avoid the emotional metastasizing cancers of complaining, criticizing, competing, comparing and cynicism, all which reflect victimization, all of which are the opposite of being proactive.
Stephen Covey