Building Trust aka Walking the Talk

   

 As I sit here in our home office watching "Frankenstorm" bear down on us and hearing the wind moaning as it bends the trees in our woods (which I pray do not fall on our house), I am reflecting on how our company has responded to this crisis.
     There is a lot of posturing in our business world about customer's being one's # 1 concern.  Putting money behind that boast is another matter entirely.
     While preparing for the worst but praying for the best, Trinity flew a team of Delaware OPS and Support folks to our Kansas City location to set up shop so we could continue to serve our customers needs.  There were no discount fares for this emergency so the cost is significant but this is part of what TRUST involves.  If you want your customers to TRUST you, you have to be willing to do what it takes to make sure you serve them 24/7. 
     It reminded me of the quote below

     It is said that as many days as there are in the whole journey, so many are the men and horses that stand along the road, each horse and man at the interval of a day’s journey; and these are stayed neither by snow nor rain nor heat nor darkness from accomplishing their appointed course with all speed.

—Herodotus, Histories (8.98) (trans. A.D. Godley, 1924)

     I am damn proud that I am part of an organization that "walks the talk".  The lesson for all of us is very vividly depicted by this act of concern for our customers.