When you are advising wealthy private clients on how to spend and invest their wealth, or guiding entrepreneurs and businesses on their Asian expansion, trust becomes a major factor.
Legal contracts and terms and conditions can only go so far; ultimately we do business based on mutual trust and belief that the other party will live up to their side of the bargain and vice-versa. If one of the parties does not feel that the other can live up to this standard then things fall apart very quickly.
Trust is developed in many ways - through professionalism, integrity and sincerity, among others - and as usual, this stems from the top. A leader who is consistent in his/her values and inculcates this in the rest of the team will see these same values reflected in customer service. Giving employees the freedom to make decisions, even decisions that are not in the company's short-term interest, is important and leaders need to avoid micro-managing.