THE CASE: Trust Destroyed Instantly
Deepa's new leader promised transparency. "No surprises." Then made a restructuring decision without consulting the team. Trust shattered instantly. Team became guarded, information hoarding started.
Trust = deposits over time. Every kept promise = small deposit. One broken promise = massive withdrawal. High-trust teams outperform by 50% (Google). Trust takes 18 months to build, 18 seconds to destroy.
The Evidence
High-trust teams: 50% higher performance (Google)
Trust recovery: 6-18 months (Edelman)
Leader consistency: #1 trust driver (DDI)
The Trust Bank Account Framework
How to Make Trust Deposits
- Keep small promises (show up on time, follow through)
- Admit mistakes (builds vulnerability trust)
- Share information (transparency deposits)
- Give credit generously (recognition deposits)
Small, consistent deposits > grand gestures.
The Experiment
For 30 days, track: Did I keep every small promise? Any trust withdrawals? End of month: Team pulse check on trust.
Sources
- Google. Project Aristotle: Trust and Team Performance. 2019.
- Edelman. Trust Barometer. 2023.
Key Takeaways
- Trust takes 18 months to build, 18 seconds to destroy
- Small, consistent deposits > grand gestures
- Keep every small promise—they compound