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…give someone a realistic delivery date instead of giving them the false promise of what they want to hear – it’s much better to do it up front than to disappoint them later.

If companies don’t do market research to determine the needs and preferences of consumers before they produce products, they don’t make money.

…when you make a commitment, you build hope; when you keep it, you build trust. – Roger Merrill

…commitments to people at home are every bit as important – or even more important – thatn commitments to people at work.

When [trust] is [extended], people don’t need to be managed or supervised; they manage themselves.

Rather than focusing on continuous improvement and getting better, bureaucracy merely adds complexity and inefficiency – and costs – to the status quo.

There are many reasons for disengagement, but one of the biggest reasons is that people simply don’t feel trusted.

Low trust creates disengagement, which leads to turnover – particularly of the people you least want to lose.

Whatever your organization… it’s vital to realize that designing or aligning in a way that establishes trust may well be your greatest influence.

…micromanagers who trust only themselves can take their companies only as far as they themselves can take them.