I read many blogs, articles and opinions about food on a regular basis. Yesterday, I came across an interesting blog post on Meatingplace.com. Yvonne Vizzier Thaxton, an authority in the US poultry industry, wrote the article, titled “Consumer trust” after she found out about a survey carried out by the Center for Food Integrity. Basically, the survey concluded that as farms were growing in size, consumers started to wonder if they still had the same values, and although small farms still have the public opinion’s trust, large-scale farms are looked at with suspicion.
That article brought me to think about trust, how it works, and what to do to win it back once it has been lost.
Instead of trying to figure out which group of the population to influence, as the author suggests, I prefer to go back to the basics. If I stop trusting someone, what would he/she have to do to convince me that he/she is trustworthy again? The empathic exercise is a much better way to find out what might work or not. In my opinion, that is exactly what the food sector should do first, instead of pushing the same message without much success.
First, people stops trusting when they are disappointed, when they feel betrayed or when they feel unsafe. By finding out which one of the above caused the loss of trust, and what more specific reasons made the public change their minds, the food sector will already make huge progress.
The second thing to keep in mind is regaining trust is even much more difficult than winning it in the first place. The baggage will stay in the way for a long time. Therefore, a lot of patience is required. There will be no quick fix. A cute video clip, well-thought press releases will not be enough. Far from it. Trust is not something that can be forced, it must be earned. Trust is the result of consistent and positive behavior that benefits the other party.
Once people have lost trust, per definition, they do not believe anything they hear from the distrusted party. In
fact, they will hardly listen. Therefore, words will have little impact, unless they go along with actions that confirm that the message is true. If the food industry does not want to change and hopes that communication will be enough to change the public’s mind, nothing will change. When you want someone to prove to you that he/she is reliable, you want to see tangible proof that something is changing in your favor. The most powerful communication tool that really works for regaining trust is the non-verbal communication. The distrusted one must sweat to win trust back. This does not take away that verbal communication must continue. It will keep the relationship alive, but it will not be the critical part for turning around the situation.
Here is just an example to illustrate this. The US meat and poultry sector has undergone many recall procedures about bacterial contamination over the years, and at this day, this problem seems to continue. The industry takes measures to solve the problem, because such recalls are very costly, but as long as there will not be an obvious change in food safety, and recalls keep on happening, consumers will keep doubting how their meat is produced.
Food suppliers have no other choice than to listen to the consumers. The customer is always king. The customer is always right, even when he/she is wrong. A lot of this is about perception. Here is an example of the above. Last June, Greenpeace came with a ranking of Canadian retailers about their seafood procurement, and in particular about their sustainability score on seafood. Costco scored poorly, and their first reaction was to dismiss Greenpeace’s assessment, by basically saying that they are professionals who know what they do, and that they do not really need advice from Greenpeace. Yet, a few weeks later, Costco reorganized its seafood assortment from 15 species back to seven sustainably produced seafood species. That is successful non-verbal communication.
Regaining the consumers’ trust will require transparency, integrity, honesty, a lot of patience and communication, and most of all action towards change that meet the market’s demand. This does not mean that all consumers wishes can be met. After all, life is a continuous negotiation. Food producers and the public need to meet somewhere halfway. Market-driven always trumps production-driven.
Copyright 2010 – The Happy Future Group Consulting Ltd.
This time, there is one major difference. With 9 billion people in sight by 2050, the consequences of our actions will have much more impact, negative as well as positive, depending on where we live. In 1950, there were “only” 2.5 billion people on Earth. Compared with today, one could argue that there was some margin for error by then. This margin for error is now gone. Therefore, it is necessary to think ahead and consider all the things that might go wrong. We must anticipate before we have to react.
garment is beyond bad taste. To produce meat, an animal must be killed. This is not a mundane act. This used to be referred to as sacrifice, which indicates its true value. Our urbanized consumption society (two concepts that defined the New Yorker artist) has made many of us forget about this, though. That meat spoiled because of the stage lights, and was surely discarded and thrown away. In a world where one billion people do not have enough to eat, and where already 40% of all food is wasted, the meat dress is an obscenity. I do not mind provocation, but I do mind vulgarity. Meat is for eating, not for wearing. The justification that Gaga gave for using meat was that she was making a case for gay rights is lame at best.
Yet, with an increasing world population and the need for more food production, one can wonder whether agricultural subsidies really are a problem. History has shown that subsidies can be a very effective way of boosting production. For instance, subsidies have been a major element for the European Union to increase its agricultural production in the decades following WWII. To show how effectively money talks, you just need to see how financial incentives have made European vintners pull off vines, then replant them pretty much at the same place later. Subsidies have encouraged Spanish farmers to plant many more olive trees than the olive market needed. Subsidies work. When people are paid to do something, they usually do it quite willingly.
Opponents of agribusiness tell a lot about their opinions, they also show a lot of pictures, documents or footage of what they criticize, and they certainly are very active involving as many people as they can. The agriculture and food sector, including aquaculture, also tells a lot, shows some, but not enough about their daily operations, and they seem to have a hard time involving enough outsiders of the industry.
Those who are not familiar with the salmon issue in BC need to know that for 20+ years, a war between environmentalists and salmon farmers have been waging. Although all the participants in this debate claim to base their statements on science, Nature is just throwing facetiously some oil on the fire. Environmentalists have accused salmon farms of being the cause for the (apparent) depletion of wild salmon stocks. Much of the accusations rested on research carried out by a local environmentalist who linked her sea lice counting and mortality of juvenile pink salmon to fish farms. Until last year, she seemed to have something of a case, as returns of pink salmons into BC rivers were low. Last year, though, the pink salmon returned in large numbers, which contradicted her theory. For years, the fish farming industry did what it had to do. It always denied any responsibility in the decreasing numbers of pink salmon, using the selected relevant science to support its case.