If a company doesn’t manage trust, then those working for it will not trust the company, and self-interest becomes the overwhelming motivation. This may be good for the short term, but over time the organization will get weaker and weaker.

~ Simon Sinek in Start With Why

One example Simon Sinek offers in his book about successful organizations, is Southwest Airlines. While customer service is important, they make a conscious decision to recognize that the customer is now always right, it is important for the organization to give a certain level of deference to the employee in some disputes.