Eroding trust through repeated delays

Your team doesn’t trust what you say. They trust what you repeatably do. Most leaders do not lose trust in a single moment. They lose it in the quiet erosion of overpromising and underdelivering. Ignoring feedback. Missing follow-ups. Showing up when it’s convenient. Inconsistent follow-through signals: “You can’t count on me.” Then one day, people stop sharing feedback and leave you out of high-stakes conversations. You lose credibility. You lose influence. Now your team trusts you less. So ask yourself: Are you giving them a reason to trust you’ll follow through? ✅ Run a weekly follow-through audit to find out. 1. Audit your commitments ↳ What did you promise this week? ↳ What did you actually deliver? ↳ Where did you say “I’ll get back to you” and didn’t? 2. Track your trust signals ↳ Where did your follow-through build momentum? ↳ Where did a dropped ball create friction or doubt? ↳ Who’s waiting on you right now and losing patience? 3. Identify pattern failures ↳ Where do you consistently struggle to follow through? ↳ Is it with certain people, tasks, or types of decisions? ↳ What are you avoiding and why? 4. Create a recovery plan ↳ Which missed commitments have you not addressed? ↳ Have you acknowledged the lapse and reset expectations? ↳ What’s one action you can take this week to repair credibility? Rebuilding trust starts with honest self-assessment, not harsh self-judgment. Every kept commitment. Every follow-up. Every time you prioritize someone, you're saying: "You matter, and you can count on me." Trust compounds through consistent behavior. Set a 10-minute weekly calendar reminder to run this audit. 👉🏾 What’s the hardest part of follow-through for you right now? ♻️ If you’re building a high-trust culture, share this with your team. 🔔 Follow me, Michelle Awuku-Tatum, for insights on: ↳ human-centered leadership, team dynamics, and company culture.

Two words that quietly kill trust, momentum, and leadership itself. Red. Amber. Green. All on at once. I was speaking to a leader last week. He said: “Gopal, I’m frustrated! My boss keeps saying ‘Let’s see’ to every decision. We don’t know whether to move or wait anymore.” I smiled. Not because it was funny. But because I’ve seen this pattern too often. I’ve worked with leaders who unknowingly weaponise two words: “Let’s see.” It sounds harmless. But it sends mixed signals that paralyse teams. Just like this traffic light. ⇢ Should I stop? ⇢ Should I wait? ⇢ Should I move? When leadership doesn’t commit, people don’t move. They hesitate. Second-guess. Spin in circles. And over time, trust erodes. Not because leaders are bad. But because they’re unclear. And ambiguity is exhausting for teams. It drains energy. Slows down progress. It creates a culture where no one knows what good looks like anymore. Here’s what "Let’s see" really does: ⇢ It creates the illusion of openness, but breeds frustration and inertia. ⇢ It pretends to buy time, but slowly sells out trust. ⇢ It sounds diplomatic, but is often fear: of being wrong, of upsetting someone, of being accountable. ⇢ It feels like thoughtfulnes, but your team needs direction, not endless reflection. And here’s the part no one says: The longer you stay in “Let’s see” mode, the more your team disengages. And if you’re reading this thinking: "Maybe I say ‘Let’s see’ too often." Good. That’s the first step. If you truly need more conviction, build it. But don’t hide behind the comfort of ambiguity. Leadership is about making calls when clarity is incomplete. ⇢ Where am I hiding behind "Let’s see"? ⇢ What decision am I postponing, that is costing my team trust? ⇢ Am I seeking more conviction, or avoiding more responsibility? And if you work with a leader stuck in “Let’s see” mode, don’t sit frozen. (I’ve failed here multiple times in the past!) Push for clarity. Ask: By when can we decide? What are we waiting for? What would help you commit? Waiting indefinitely is a choice too. One that costs you momentum. Safe leaders stall. Brave leaders decide. And remember: Leadership isn’t about lighting every path. It’s about choosing one, and walking it first. #careershifts #silentskills #leadershiptruths #decisionmaking #leadershiplessons

Sometimes trust doesn’t break in big, dramatic ways. It breaks in the small, everyday moments, like being left on read after a Zoom meeting, or when follow-ups never come. In my conversation with author Kanika Tolver, I shared one of the seven languages: Follow-Through. To me, consistency is credibility. If you don’t close the loop, you leave people questioning if they can count on you. Here’s the thing: 1. A meeting without clear next steps creates uncertainty. 2. An email with no reply feels like invisibility. 3. Promises without follow-through erode trust, one gap at a time. It’s not just about being responsive; it’s about building a rhythm of reliability. That’s how leaders (and teams) create cultures where trust isn’t hanging on by a thread. Sharing a clip from my chat with Kanika—because if trust is the glue that holds teams together, follow-through is what keeps it from drying out. What’s your trust language when it comes to teamwork (Transparency, Demonstration, Follow-Through, Feedback, Acknowledgment, Sensitivity, and Security)?

Trust collapsed after one missed deadline They delivered millions in savings together. Then one critical project failed. I watched my client Sarah's (have seeked their permission and changed their name for confidentiality) team transform from celebrating quarterly wins to exchanging terse emails within weeks. During our first coaching session, they sat at opposite ends of the table, avoiding eye contact. "We used to finish each other's sentences," Sarah confided. "Now we can barely finish a meeting without tension." Sound familiar? This frustration isn't about skills—it's about broken trust. In The Thin Book of Trust, Charles Feltman provides the framework that helped us diagnose what was happening. Trust, he explains, isn't mysterious—it breaks down into four measurable elements: ✅ Care – Sarah's team stopped checking in on each other's wellbeing ✅ Sincerity – Their communications became guarded and political ✅ Reliability – Missed deadlines created a cycle of lowered expectations ✅ Competence – They began questioning each other's abilities after setbacks The breakthrough came when I had them map which specific element had broken for each relationship. The pattern was clear: reliability had cracked first, then everything else followed. Three months later, this same team presented their recovery strategy to leadership. Their transformation wasn't magic—it came from deliberately rebuilding trust behaviors, starting with keeping small promises consistently. My video walks you through this exact framework. Because when teams fracture, the question isn't "Why is everyone so difficult?" but rather: "Which trust element needs rebuilding first—and what's my next concrete step?" Which trust element (care, sincerity, reliability, competence) do you find breaks down most often in struggling teams? #humanresources #workplace #team #performance #cassandracoach

Silence is deadlier than bugs in IT. So here's my 5-part framework to keep clients happy. In IT, people think the biggest sin is missing a deadline. It’s not. It’s disappearing. No update. No email. No, "this might take longer than planned." Silence turns small delays into big problems. • It breeds assumptions • Assumptions turn into frustration • Frustration kills trust I’ve seen projects slip by two months, and the client still walked away happy. Not because the work was perfect. But because every week, they knew exactly what was going on. And people in IT know problems happen. • Servers crash • Timelines shift • Code breaks But communication is the difference between a frustrated client and a loyal one. And silence kills faster than any missed deadline ever will. Now, if you want my communication framework, here's what I recommend to people: 1// Set Communication Expectations Upfront • Define channels: 2–3 preferred methods (email for formal updates, Slack for quick questions, weekly calls for big discussions) • Set response times: “Emails within 24 hours, urgent issues within 4 hours” • Create update schedules: Weekly reports, bi-weekly demos, or milestone check-ins, but make it consistent 2// Be Proactive In Communication • Update before you’re asked, even “everything’s on track” matters • Flag problems early: “This might take an extra day because of X” • Explain the “why” behind updates and changes 3// Translate Technical into Human • Avoid jargon overload • Use analogies: “Like traffic on a highway - too many requests are slowing it down” • Focus on impact: “Making the app load 50% faster for your users” 4// Build Trust Through Transparency • Own the problems: “Here’s what went wrong and here’s our fix” • Provide realistic timelines, under-promise, over-deliver • Show your work: Screenshots, videos, or live demos 5// Listen as Much as You Talk • Ask clarifying questions • Acknowledge concerns • Adapt your style to the client And beyond this, here's what else I recommend you can do: a) This Week: • Define communication channels and response times • Create a simple weekly update template (3 bullet points) • Choose a project management tool with client visibility b) This Month: • Share client communication guidelines with your team • Practice explaining services without jargon • Set up automated project updates c) This Quarter: • Survey clients on communication preferences • Train your team on best practices • Build protocols into onboarding Ultimately, the best IT founders don’t just build great products. They build great relationships. And relationships are built on great communication. Start treating communication as seriously as you treat your code. Your clients will notice the difference. --- ✍ Tell me below: When was the last time proactive communication saved you from a client blow-up?

The second time you avoid the same conversation, it's on you We all avoid hard conversations. Once? Understandable. Twice? That’s a choice. The first time you flinch, it’s nerves. The second time, it’s a silent endorsement. And the longer you delay it, the more mess you inherit. 🧠 Why we dodge conflict Because we confuse harmony with health. But in reality? Harmony without honesty is just resentment with better lighting. It feels easier to delay. To hope it sorts itself out. To say “maybe next week.” Until you realize… your entire calendar is now full of people you should’ve spoken to 90 days ago. 🧪 The research: avoidance isn’t neutral Psychologist Gervase Bushe found that teams that avoid conflict experience faster trust erosion than those that face it directly, even messily. Because humans don’t forget what was almost said. They feel it. They spiral about it. And they start to assume the worst. 😬 How it shows up • “I should probably talk to them about that… but let’s wait.” • “It’s not the right time.” (It never will be.) • “If I say something now, it’ll blow up.” (It already is. Silently.) One delay becomes two. Two becomes six. And now you’re managing symptoms instead of solving problems. 🛠 What I do now 1. Run a “second mention” rule If an issue shows up twice, I face it. Doesn’t matter how awkward it feels. That’s the tax of leadership. 2. Use a direct open “I’ve noticed we’ve circled this issue a few times. Can we name it clearly now?” 3. Don’t expect comfort, expect clarity I’ve learned not to grade hard conversations on how nice they felt, but whether they cleared the air. 4. Close the loop “Here’s what I heard. Here’s what we’ll do. Here’s what I’ll check back on.” People feel safer when truth is finished, not just raised. 🧭 Every avoided conversation becomes a policy problem in 90 days. What you don’t say now becomes what your team tolerates later. And when culture breaks? It’s never sudden. It’s the slow buildup of leaders who knew what to say and didn’t. • Say it early • Say it clearly • Don’t say it twice #Leadership #CEO #ExecutiveLeadership #ConflictResolution #Communication #EmotionalIntelligence #TeamCulture #Management

After building multiple world-class delivery networks and supply chain processes with the mindset that the customer comes first, this recent experience reminded me how damaging it is when execution doesn’t match the promise: 1. Placed an order with next-day delivery. 2. Half the order was canceled, meaning I had to go to the store — but the other half was still confirmed for delivery. 3. The next day, I was told my order would be two days late, forcing another store trip. 4. Then, unexpectedly, part of the order arrived a day late (ironically before the newly promised date). 5. Still no refund for the portion that was canceled. This isn’t just an inconvenience — it’s a breakdown of trust, communication, and customer experience. A customer should never have to chase a refund, make multiple trips to compensate for failed delivery promises, or deal with conflicting updates. The lesson? Every breakdown erodes customer trust — and trust is far harder to rebuild than it is to protect. Great supply chains aren’t just about logistics. They are about keeping promises. Every process, system, and decision should ladder back to a simple question: “Does this put the customer first?”

I considered not posting this. Because as consultants, we’re taught to be discreet. To move on. To “take the hit” quietly and keep showing up professionally. But silence enables patterns. And here’s one that needs to be called out (especially now that I've been challenged to shed the persona of 'Sumit the Meek' by a friend). I recently worked with a founder who asked me to build their entire HR foundation - organization structure, policies, comp strategy, hiring plans, culture roadmap. The works. We agreed on timelines, deliverables, and payment terms. I prioritized their project. Turned in everything on time (except that thanks to their asking intrusive questions in interviews and an already decrepeit employer brand, roles were tough to fill) But when it came time to pay? They disappeared. (Intially, they did a vanishing act and then tried coming back at me, all guns blazing) And no, this isn’t about that one invoice. This is about what it actually costs consultants when founders act dishonestly: Time lost: that could’ve gone to paying clients or personal rest Emotional energy: spent second-guessing yourself and chasing payments Trust erosion: in the next client, in the process, in the profession, and sadly in oneself I didn’t just lose money. I lost weeks of belief in someone’s word and a lot more in my own self. To my fellow consultants: Get an advance every time Use clear contracts with late payment clauses (and if they change scope, insist on payment for the completed scope before moving forward) Trust your gut — if they bad-mouth every past consultant, you’re next Protect your time like it’s billable (because it is) To founders: This isn’t about money. It’s about integrity. If you can’t honor a contract, you’re not building a culture. You’re performing one. You say you want trusted partners. But trust is built on follow-through, not flair. Will I stop consulting? No. Will I be more careful? Absolutely. And if this post spares one consultant from a similar experience, it’s worth every word. Have you been hung out to dry by a client? Let’s talk. We’re not alone and we’re not powerless. #Consulting #gigWork #ethics #HR #startups #trust

When Shopify hit 1,000 employees, trust broke silently. Suddenly, no one could ship without 12 meetings. Here’s the simple fix that rebuilt speed and unity: In 2016, Shopify’s engineering org hit a wall. Simple features took weeks. Senior devs stopped talking except through JIRA tickets. Tobi Lütke saw the real issue: trust erodes quietly. So he made it visible with the Trust Battery. Every work relationship starts at 50%. Your actions charge or drain it daily. • Break a promise? Drain. • Deliver early? Charge. • Criticize in public first? Big drain. • Admit fault? Unexpected charge. When batteries hit 0%, collaboration dies. One manager noticed her top dev withdrawing. Turns out his battery had dropped to 15% after she questioned his architecture choice, in front of the team. They rebuilt trust with one ritual: She asked for his input before standups. Within 2 weeks, he was driving discussions again. That’s the genius: make trust a conversation, not an assumption. Shopify embedded this across teams. They now begin retros with battery check-ins. One team discovered their deploy delays weren’t technical. Two leads had 20% batteries after a botched handoff. Fixing the relationship cut 3 weeks from delivery. To use this on your team: - Ask each person to rate trust (0–100%) with peers - Identify the moment that caused the biggest drain - Agree on one action to recharge this week - Re-check before jumping into problems Trust isn’t soft. It’s the invisible system that drives speed. And most teams ignore it until it’s too late. How full are the trust batteries on your team? Want more research-backed insights on leadership? Join 11,000+ leaders who get our weekly newsletter: https://lnkd.in/en9vxeNk

When product timelines slip, planning is usually the symptom, not the cause. The real issue? Erosion of trust across functions. Biotech & tech leaders see it every quarter: Regulatory blames R&D. R&D blames engineering. Engineering blames leadership. On paper, it looks like “timeline risk.” In reality, it’s a culture gap hiding in plain sight. When trust is low, here’s what happens: Teams stall waiting for approvals. Hand-offs drag out for weeks. Nobody escalates until it’s too late. Here’s the fix: stop throwing tools at the problem. Project software won’t solve people who don’t trust. Instead, measure and close TRUST GAPS across functions. High-trust teams cut execution time in half. And deadlines stop feeling like a coin toss. Missed deadlines aren’t a project issue. They’re a leadership culture issue, burning millions. Where are deadlines slipping in your org right now? And what would it mean if they didn’t? Follow 💡Shirley Braun , Ph.D., PCC 🚀 for insights on leadership, scaling, and transformation that sticks it Tech and Biotech. Repost if you know leaders who could benefit from this.