Leadership is Trust: The Cost Of Broken Promises

Trust is one of those delicate, intangible things that holds everything together—until it doesn’t. We often talk about how vital trust is, but what we don’t always acknowledge is just how fragile it can be. It can take years, even decades, to build a solid foundation of trust, and yet it can unravel in a single moment. When we make a commitment and fail to keep it, we’re not just letting someone down—we’re shaking that foundation of trust that’s been painstakingly constructed. And the fallout from that? It ripples through everything.

Broken trust doesn’t just damage relationships; it erodes team productivity, poisons work culture, and deeply impacts our reputation as leaders. We might think of a missed deadline or unkept promise as a small slip-up, but it sends a far louder message: "You can't rely on me." And that’s a message that sticks, whether or not we intended to send it.

On the flip side, when we make promises, we’re telling someone, "I’ve got your back," and that’s a powerful form of connection. It’s an unspoken bond that says, “You matter to me.” But when we don’t follow through, we’re inadvertently communicating the opposite—“You’re not a priority.” Trust and commitment are deeply intertwined, and the way we honor—or fail to honor—our commitments directly reflects our character and integrity as leaders.

I often reflect on reliability and its profound role in building trust. Each time we follow through on what we say we’ll do, we’re making a deposit into what I call the 'trust bank.' But every time we break a promise—whether it’s missing a meeting, failing to deliver on a project, or neglecting to offer support when it was needed—we’re making a withdrawal. And the reality is, once that trust bank goes into the red, it can feel nearly impossible to climb back out. People become hesitant, more guarded, and less willing to take the risks that are necessary for true innovation and connection.

Trust is about the small, everyday actions that either build or break it. When we show up, keep our word, and hold ourselves accountable, we create an environment of psychological safety. That safety allows others to take risks, to be vulnerable, and to be their authentic selves, knowing that we’ll be there for them. But when we don’t? Uncertainty creeps in, and uncertainty is the greatest enemy of trust.

The good news is that while rebuilding trust is hard, it’s not impossible. The process begins with owning our mistakes—without defensiveness or excuses—and being transparent about our intentions moving forward. It’s about doing the hard work to prove, over time, that we are committed to regaining that trust. But let’s be clear: it’s not an overnight fix. Rebuilding trust requires vulnerability, humility, and, most importantly, consistent follow-through.

So here’s the challenge: lead with integrity, honor your commitments, and when you stumble—and we all do—own it with grace and a willingness to rebuild. Trust, once lost, may be hard to regain, but it’s not beyond repair. It starts with you.

Cheering for your continued success,

Jacqueline