Between the Lines: How Do You Build Trust?
Vic Marmo, Marriott's Senior Director of Global Claims, joins other CLM members and fellows in answering the question, "How do you build trust?"
“How do you build trust?”
“Trust starts at the top. If your team trusts your leadership, they will live the company’s mission. If they do, trust will follow naturally. If they don’t, look in a mirror.”
-Wayne M. Wudyka, Chief Executive Officer, CRDN. CLM member since 2012
“While honesty and integrity are essential in building trust, commitment is the key to the process. Showing someone that you’re focused and truly care about achieving mutual goals will go a long way in earning their trust.”
-Vic Marmo, Senior Director, Global Claims, Marriott International, Inc. CLM member since 2009
“One of the most effective ways to build trust is to do what you say you will, when you say you will do it. Don’t be the person who always over promises and under delivers.”
-Barbara Sutherland, SVP-General Counsel & Chief Claims Officer, Argo Group U.S. CLM member since 2009
“You build trust by action. Publically praise and credit subordinates who give good ideas. If you are aware of someone stealing an idea, immediately address the violator, reinforcing that such behavior is not acceptable.”
-Domenick DiCicco, Executive Director, North American Insurance Services, Xchanging. CLM member since 2008
Employee trust in immediate managers, compared to 52% trust in their organization’s executives.
Source: BlessingWhite, Inc.
The percentage of employees who believe their employers genuinely listen to and care about them.
Source: Maritz Research
The percentage of people who gave lawyers a high/very high rating in a poll judging the honesty and ethical standards of several professions (43% gave them an average rating).
Source: Gallup 2011 Honesty & Ethics in Professions Poll
The number of countries out of 25 surveyed whose governments were trusted by less than half “to do what is right.”
Source: Edelman Trust Barometer 2012 Annual Global Study
Bevrlee J. Lips is managing editor of Claims Management magazine, a publication of the CLM. She can be reached at firstname.lastname@example.org.