The issue of trust 1

We’re always saying, “The secret to success in our personal and work lives is to surround ourselves with the best information and the best experts.”

After reading a couple of articles on “trust” lately, we’re now saying, “The secret to success in our personal and work lives is to surround ourselves with the best information and the best experts, information  and experts we can trust.”

To us, the advances in technology over the last 25-30 years have brought about two counter balancing trends. The first one is it’s becoming easier and easier to appear trustworthy – more and more people and organisations are using more and more “tricks of the trade,” super duper websites, blanket advertising and so on to convince the unsuspecting  that they are worthy of their trust. The second is it’s becoming easier and easier to detect the trustworthiness or otherwise of people and organisations and to circulate the information on what is found around the whole wide world.

A great example of this is Bunnings. Does anyone in Australia spend more money on blanket TV adverting than Bunnings? – all these work-a-day people talking earnestly about how great Bunnings is to deal with. But can they be trusted?

We know of someone who, in the last few days, wanted to check whether a particular portable air conditioner they had on display was reverse cycle or not – a very important and basic question. The packaging in which it was contained told you nothing. Eventually he asked for help from one of their sales people, they had a mobile device with which they summoned someone else, who minutes turned up after a few minutes. He also had a mobile device which he appeared to use to seek an answer, but he obviously couldn’t get one and so he turned out to be of no help at all. In other words, if the customer wanted to know the answer to an important question on something which Bunnings was trying to sell, he had to go elsewhere, he had wasted his valuable time.

On another occasion, someone we know went to Bunnings to get something and when they didn’t have it, he was told that if he went to such and such different store they would have it. This such and such store was quite a long way away and difficult to find, but on the basis of the advice he’d been given by the Bunnings employee he went to it – and it soon became evident that what he’d been told was rubbish.

Someone else we know bought something from Bunnings and when he got home and opened it’s packaging he found it was quite defective. And when he took it back to the Bunnings store he was told, in no uncertain terms, by an unpleasant Bunnings employee that it was all his fault because he hadn’t checked the product before he took it home. And when he tried to email Bunnings about both the product and the employee it soon became evident that they weren’t geared up to deal properly with customer complaints at all – another quite unsatisfactory and time wasting experience!

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