In an interdependent world, progress requires trust. If you can’t trust others, you cannot work toward shared goals. This is true for families, couples, team members and the nations of the world. JetBlue chairman Joel Peterson, writing with David A. Kaplan, details “10 laws of trust.” He explains what trust means, how to promote it inside organizations and how to restore trust when it’s damaged. Peterson addresses the “Valentine’s Day Massacre” of interrupted service that JetBlue suffered in 2007 – and how the company healed the resulting breach of trust with its customers – but he doesn’t explore any more recent difficulties that the airline has experienced. Nonetheless, getAbstract recommends his concise, readable, ethical guide to all who must trust others or earn trust. And that’s everybody.
About the Author
Joel Peterson, chairman of JetBlue, is a consulting professor at the Stanford Graduate School of Business. New York Times best-selling author David A. Kaplan teaches journalism and law at New York University.
Comment on this summary
3 years agoValuable read - good principles, clearly laid out. And the earlier commentator is completely right - without trust in business, nothing works.
8 years agoIn dealing with customers, I've learned that "trust," or the lack thereof, is the principle defining characteristic that will tell you where the relationship is headed long term. This is a solid effort toward defining what's important if you're to develop and maintain a productive business relationship.
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