High Trust Results

Waitakere City

When they called me in 2006 and asked me to do some work with them, John described their need as wanting a culture change. He was confronting the reality (High Trust Behaviour 8) that his firm was not as good as it could be.  He was very keen that his team take more ownership, be more part of the firm, have more pride in what they were doing. He heard other engineers talking about firms where they had worked as if they were the ‘mercedes’ of engineering firms and he wanted some of that. He wanted his guys to talk with the same pride of his firm.

What We Did

I spent  one and a half days in 2006 working on their vision and their values. Every one of the 8 values they chose was a ‘Trust’ behaviour i.e. a behaviour that when integrated into the systems and standards of the business builds Trust.   Then over a period of months supported them to create and implement new standards and systems that ensured the trust values became part of the way the business is run.

The Results

Asked what difference this work has made to the firm John says: “What happened is that I changed the way I managed the firm” .  John worked from the top down, first changing his own behaviour.   “And the change in leadership trickles down to how the guys feel and how they work.  I’m freed up to go out and get the sales, and know I have a team of guys who take pride in producing quality work, on time and within budget.  Our customers know they can trust us to deliver”.

“We had 24 months of real growth – 33% in turnover and increased margins. I think that growth helped us stave off the current downturn”.  John emailed me on 29 September 2009 to say that he had just won the largest contract of his time in business and the guy said he would be offering the work in future without the need for a quote because he ‘trusted’ him.


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