We have all heard the expression, “Trust the Process”. In my last post I spoke about a recent poll that I conducted to see whether people really do “Trust” or “Judge” the process. It was interesting to find that most people, 63% in fact, chose judge. This raised an interesting question; “What do you when the trust is lost?”
In business, we often rely on well-established processes to drive efficiency, productivity, and success. But when delays, inefficiencies, or poor outcomes occur, the trust that teams and stakeholders have in the process can be shattered. Rebuilding that trust is essential for keeping things on track and moving forward. So, how do you fix a broken process and restore confidence in your operations?
In this article, we will discuss five key steps to help you rebuild trust. While I am specifically focused on your Business Processes, the principles carry over to resolving trust in other areas as well.
1. Acknowledge the Issue and Its Impact 💔
The first step in repairing broken trust is to acknowledge that something went wrong. Whether it’s a missed deadline, a failed project, or a miscommunication, it’s crucial to recognize the problem and the impact it’s had on your team, clients, or business operations. This step isn’t necessarily about admitting fault or establishing blame—it’s about creating transparency and building an understanding that change is needed. When leadership is upfront about the issue, it sets a tone for accountability and trust-building moving forward.
2. Diagnose the Root Cause 🔍
Once you’ve acknowledged the problem, the next step is to identify why the process failed in the first place. Was it a lack of resources, a communication breakdown, or an outdated system that couldn’t keep up? Perform a thorough analysis to pinpoint where things went off course. This means looking at every stage of the process and asking: What went wrong, and why? Identifying the root cause ensures that you address the underlying issue rather than just applying a 🩹quick fix.
3. Communicate Openly and Transparently 🗣️
Rebuilding trust requires clear and open communication. After diagnosing the problem, communicate openly with your team and stakeholders about the changes that need to be made. Be honest about what went wrong and how you plan to fix it. Transparency in your actions and decisions helps restore confidence in the process and fosters a culture of trust within the organization. When everyone is kept in the loop and on the same page, they’re more likely to buy into the improvements and work toward a common goal.
4. Take Action and Implement Changes 🔧
Trust is rebuilt through action. Once the cause of the issue is identified and communicated, it’s time to take concrete steps to make improvements. Whether that’s updating your software tools, streamlining workflows, providing necessary training, or improving team collaboration, make the necessary changes to address the flaws in the process. Show your team that you're committed to making real, impactful changes that will lead to better outcomes. Small, incremental improvements can quickly demonstrate that the process is evolving and that trust is being restored.
5. Stay Patient and Celebrate Progress 🌱
Rebuilding trust takes time. Don’t expect immediate results, but rather focus on small wins and consistent improvements. Celebrate the progress you make along the way, whether it’s hitting a milestone, reducing inefficiencies, or getting positive feedback from clients. These small victories not only motivate the team but also build confidence in the new process.
As you can see, restoring trust in a broken business process isn’t a quick fix. People may forgive, but they rarely forget. Communication, collaboration, and determination are the key. So, stay patient, keep making improvements, and gradually, trust in the process will be rebuilt.
— — — — — — —
If you found this article helpful, be sure to click like. And of course, follow me for more on the topics of AI, BPM, Process Mining, Customer Experience, Digital Transformation, and Automation.
Until next time — Keep Transforming 💡