Behavior that Builds or Maintains Trust #4: Right Wrongs

He summarizes it on p. 157: "Make things right when you're wrong. Apologize quickly. Make restitution where possible. Practice 'service recoveries.' Demonstrate personal humility. Don't cover things up. Don't let pride get in the way of doing the right thing."

For Covey it's more than simply apologizing, "it's also making restitution. It's making up and making whole. It's taking action. It's doing what you can to correct the mistake...and then a little more." (p. 159)

He elaborates on p. 160: "It's based on the principles of humility, integrity, and restitution. It's opposite is to deny or justify wrongs, to rationalize wrongful behavior, or to fail to admit mistakes until you're forced to do so. It involves ego and pride. It's being humbled by circumstance instead of by conscience."

We're talking about humility and courage. The habit of doing the right thing, using your ego to build confidence, to do the right thing, recognize when a mistake has been made, and fix things no matter what the consequences for you.

What do you do to maintain your level of trust or build it?

My goal here is to bring out more skilled entrepreneurs. How am I doing? What do you think of this? Any comments?

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