08/05/2025
When Trust is Broken, Here's How a Leader Can Earn It Back
Trust is the foundation of any strong team — and when it’s shaken after a setback, leaders must work intentionally to rebuild it.
First, acknowledge the hurt. After the pandemic forced Airbnb to lay off 25% of its workforce, CEO Brian Chesky wrote a heartfelt letter to employees, openly acknowledging their pain and sacrifice. His empathy and transparency made employees feel seen and respected, even in the middle of deep disappointment.
Communicate openly. When Patagonia’s founder Yvon Chouinard announced he was giving away the company to fight climate change in 2022, he didn’t just announce the decision — he explained the 'why' behind it. Honest, detailed communication built massive trust, both inside and outside the organization.
Take responsibility. When Zoom faced backlash over security flaws at the peak of the pandemic, CEO Eric Yuan publicly apologized, outlined clear corrective actions, and took personal responsibility. Instead of hiding, he leaned into the criticism — and users appreciated the sincerity and urgency.
Plan together. After Bumble faced tough market conditions in 2023, newly appointed CEO Lidiane Jones involved employees in redesigning company priorities through town halls and listening sessions. Co-creating the path forward helped restore belief and energy across teams.
Show progress. When Shopify had to make tough layoffs in 2022, CEO Tobi Lütke didn’t just say things would get better — he followed up with strategic shifts and quick pivots that employees could actually see. Every small improvement helped rebuild credibility, step by step.
Reinforce values. When Delta Airlines faced operational chaos in 2021, CEO Ed Bastian repeatedly emphasized the company's customer-first values, even offering refunds and loyalty extensions without much red tape. Actions rooted in values sent a clear message: "We haven't forgotten who we are."
Setbacks are tough, but they don't have to define a team's future. With honesty, humility, collaboration, and visible action, leaders can turn even the hardest moments into powerful comebacks.
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