Integrity Earns Trust Xing Liu Jun-11-2015 Every individual lives in the society aggregating people from all over the world, which determines that we are both interconnected and interdependent. No matter what relationship we are building with other individual, the core is universal: trust. And the only way we can earn trust is to possess integrity. To speak honestly is only one part of integrity. To state values that we believe and hold, and to act according to our value and words is as equally important as the former. In sum, the three components, “our words”, “actions” and “values” should be consistent. Any inconsistency between two components is a form of inconsistency. Verbal inconsistency is the most common form. Those …show more content…
It is a common phenomenon in many corporations. In a corporation, the leader is the head, claiming values and making decisions, while the employees at lower levers are the arms and legs, taking actions. If the actions taken are conflicted with the stated value and decisions, action inconsistency incurs. My experience in a Brooks Brothers store will demonstrate it. According to its official website, “we are proud to have become an institution that has shaped the American style of dress through fashion innovation, fine quality, personal service, and exceptional value in our products”, their value is to strive for high quality products and customer services. Return policy is one of the key indexes to tell if a brand attaches great importance to customer service or not. “Brooks Brothers wants you to be satisfied with your merchandise”, accept returns “within 90 days of purchase date”, says in their return policy. The other day, I went to their store and requested an evenly exchange, since the shirts I bought are one size larger. I was expecting good customer service. However, the sales associate complained about the system not allowing him to do so, because of the sales tax difference. I heard he said, “The return policy should be changed”. Even though I know Brooks Brothers truly emphasize customer satisfaction, they are not able to achieve it, if their employees are not holding consistent value with them. And the consequence is loss of customer satisfaction and trust. No matter what you claim, people are looking at what you did, do and will