I recently met with the President/CEO and a Director of a local non-profit organization in my community. This organization has been in existence for approximately 40 years and makes a huge impact in the the community. They offer a variety of services such as, programs for kids, family services, elderly care programs, healthcare services, workforce services along with many more. They do it on a shoestring budget with a lot of volunteers, yet everyone in the community knows who they are and more than likely have used one or more of their services at some point in time. It was in a conversation about one of their programs that the word “trust” came up. The President told me that over the years they have developed a reputation within the community that people trust them for doing what they say they will do.
Webster’s dictionary defines “trust” as:
– a belief that someone or something is reliable, good, honest, effective.
Whether you are a non-profit or a for profit company, there is nothing more important than having the word trust resonate throughout every part of the organization. The best laid plans, will fall apart if managers don’t trust their employees to implement them correctly. Your customers will go elsewhere if they don’t trust your organization to fulfill their orders or services as you or your website committed the company will do. The only way to to build trust into your organization is to hire people with integrity and character. People that have a strong desire to help others simply put, people that care.
Trust cannot be bought in some software package, it cannot be insured by the best processes, it doesn’t happen just because someone sends out a memo, the only place it comes from is the people within your organization. Trust is earned in every manager to employee interaction, in every customer interaction, every phone call, every email, everything you do, you cannot ever overlook the power in the word “trust”. Doesn’t everyone want their organization to be defined as, someone or something reliable, good, honest and effective?