What to do when trust has gone

Recently, when asking why they decided not to work with Kentish and Co a global client told me, although they know the impact we have in the FM sector, it would be 'too late' to save their relationship with their service provider.

Why? They said trust has already been eroded, and performance issues are deeply rooted.

So how do we prevent this?

1. Proactive communication

Schedule regular check-ins and honest feedback sessions. Don't wait for problems to escalate before having hard conversations. Open dialogue can prevent misunderstandings from snowballing into larger issues.

We can facilitate those conversations - get in touch to find out how.

2. Data-driven insights

Use key performance indicators (KPIs) to monitor service quality and address issues as soon as they arise. Objective data allows both parties to track performance and stay aligned on expectations, avoiding any unpleasant surprises.

We engage your stakeholders in a way that helps them give us honest feedback.

3. Collaborative problem-solving

Make it a joint effort to tackle challenges early. Providers and clients should view themselves as partners, not adversaries. Co-creating solutions leads to mutual respect and a stronger relationship.

Let us show you the difference between transactional, contractual and collaborative relationships, and partnerships.

4. Escalations

Establish clear protocols for escalating issues when they do occur. This means that problems are addressed quickly and with the right resources, reducing the risk of unresolved tensions damaging the relationship.

By taking these steps, we ensure that interventions to improve a relationship are timely and impactful - never "too little, too late."

All the work we do building stronger partnerships in facilities management starts with TRUST.

Here are our 7 Top Tips for Building Trust in the Workplace

1.  Be reliable by keeping promises

Follow through on your commitments. Avoid overcommitting and always clarify promises to prevent misunderstandings. Unkept promises destroy trust

2.  Communicate clearly to manage expectations

Make sure everyone fully understands agreements. Provide progress updates and confirm when promises are fulfilled to build trust through transparency

3. Follow rules and uphold standards

Respect both company policies and social norms. Inconsistent rule-following or unexplained exceptions can quickly undermine trust

4.  Show integrity by being honest and open

Tell the truth, even in difficult situations. Openness builds a sense of security and reliability with others

5.  Practice selflessness

Put others' needs before your own when appropriate. Selflessness shows integrity and that you care about the wellbeing of those around you

6.  Demonstrate care and concern for others

Show genuine care—whether it’s passively (not causing harm) or actively (protecting others from harm). This reinforces your commitment to their wellbeing

7.  Communicate difficult topics respectfully

Handle sensitive issues with honesty and respect. Thoughtfulness in tough conversations earns respect and strengthens trust, even in challenging times

Trust is built on reliability, integrity, and care - the foundation of strong connections!

What tips of your own would you add to this list?