CHAPTER 4

Fix It Before It Breaks

Anyone who has never made a mistake has never tried anything new.

—ALBERT EINSTEIN

“If it ain’t broke, don’t fix it” is one of my least favorite expressions. It invites complacency. It suggests that if things seem to be working fine, we can sit back and relax.

This is a dangerous attitude, especially when it comes to building and maintaining trust. I know companies that haven’t lifted a finger to give back to the community. I know organizations that have ignored building more open relationships with customers. I’ve seen firms that had not once held a town hall meeting with employees. Their rationale was: Business is good, why should we mess around with this “other stuff”?

In reality, this rationale is a rationalization. ...

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