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Taking us at our word

Don Peppers has a concept he calls the Trust Formula. It is a model that captures four behavioral elements that lead to trust in a relationship, including business relationships. The first one is Reliability, or, “can I depend on you to do what you say you will.” It obviously makes sense in business; if FedEx consistently misses their promise of overnight delivery, we lose our trust in them.

Reliability is a theme I’m hearing in the subtext of conversations here in Rwanda. They certainly didn’t enjoy it from the international community back in 1994, and so they are particularly sensitive. Lately, Rwanda has been showing great promise in terms of safety, lack of corruption, and a visionary governmental leadership. There have been many VIP visits lately from the West, but accordingly to some officials here, off the record of course, there hasn’t been much follow through on promises of involvement. Lack of reliability.

Trust is still the key to all relationships, starting with reliability.