Fortunately, for most businesses, the scale of the trust-building task is not as daunting as it is for our major banks. Given the recent history of apparently reckless gambling, PPI mis-selling and interest rate fixing, they might need the skills of a Medieval Alchemist to turn that sort of base metal into reputational gold.
The thing about trust is that it’s hard to win, easy to lose and then, oh so difficult to regain. For businesses trying to win contracts through bids and tenders the issue of trust is not so much about honesty and probity, it has much more to do with giving the commissioning body total confidence in your ability to deliver. But the points about being hard to win and easy to lose still apply. Alongside scoring systems and technical judgements you need to convince the client that you can be trusted with the contract and to do what you say you will. The bidding process is an exercise in gaining and reinforcing this trust.
I see trust building as a mixture of ‘personal’ and ‘operational’.