CHAPTER 12
Acts of Distrust
It is much easier to be critical than to be correct
—BENJAMIN DISRAELI
Most of us are aware of how a relatively small number of companies lost trust quickly, dramatically, and devastatingly. Enron, Arthur Andersen, Exxon, WorldCom, and United Airlines are just some of these companies. Through unethical practices, poor judgment, or plain, old-fashioned greed, they made mistakes that alienated their stakeholders. Organizations, however, can lose trust in a slower, more private manner, though sometimes no less devastatingly. I’d like to share some examples of how this can happen.
These examples are purposefully diverse, chosen to demonstrate that actions creating distrust can happen in all sorts of ways in all types ...
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