Cutlery.

On a recent international flight I was given a full complement of cutlery in all its stainless steel glory, evoking the history of Sheffield steel making and bringing the full force of the industrial revolution to bear on the salmon tart. I make mention of this because there is still a lot of plastic winging its way across the sky in the shape of picnic knives that long ago should have been relegated back to the picnic basket. I felt good with my stainless steel knife, like an adult trusted and accountable not to run rampaging through the cabin ordering the pilot to turn the plane around and head for Cuba. Do they still ask to go to Cuba?

I know we live in uncertain times and threats can come from the most unlikely source but surely we have earned the trust to eat in a civilised manner with functioning utensils while 35,000 feet in the air. No one is immune to what has happened in the last 10 years but surely we are at a level of humanity and maturity where trust and accountability are bywords we live by and function within business and the greater community. Otherwise, what's the point?

It's the simple things that engender trust and the steel knife was just the tipping point lowering levels of trust, when we all know, no one is really going to hijack planes with cabin cutlery. People are prepared to take on accountability if you trust them as a recent incident showed, when a crackpot wanting to hijack a plane from Scandinavia was easily over powered by the passengers who ended up sitting on him till authorities dragged him away on landing. Don't put everyone into the crackpot box percentage and give them plastic knives because it really insults the intelligence of today's flyer.

People want to feel the trust and it's the little things like plastic knives that pick away at that trust. Malcolm Gladwell in "Tipping Point" showed how the smallest things could have the biggest effect if you gave people back the feeling they are being treated with respect and trust. New York was transformed from 70s grunge and crime to today's centre of the universe with recent travel statistics showing over 48 millions visitors in 2010. It was accomplished by fixing broken windows and curbing jaywalking so that people were able to get back the feeling of trust in a city that also wanted to trust its citizens. Makes for an interesting read for anyone interested in changing things from the bottom up.

On a local level think about the little things you may have unknowingly taken from your staff that now has them doubting your trust. Micro managing, no training, never letting them go to meetings without you, clock watching and never complimenting them on the job they do.

The little things matter more than you know. So thanks British Airways for trusting me with your steel knife.