Monday, September 13, 2004

Symmetry is a choice

Richard,

This is an interesting place that clearly confuses people’s radar. I am proposing that the benefits of trust come from trusting behaviour. You are absolutely correct that most corporate businesses are incorrigibly asymmetric in their dealings with individual customers. My point is that that precludes trust. If they want the benefits of trust they have to personalise their dealing to a point where it is clear that the person dealing with a customer has complete latitude to meet the demands of trust in that relationship. I claim that it is their choice that they do not do this.

The point about other ways of achieving symmetrical power, even if this is specific to a local set of circumstances, is that it shows that the shadow side of that symmetrical trust relationship is always just beneath the surface and that it is always hubris to claim otherwise.