Trust Transparency Experiences from Hurricane Harvey

September 12, 2017

Shortly after Hurricane Harvey, I shared my perspective on LinkedIn about this catastrophic event from a personal standpoint.  Many lessons, good and bad, were learned, from the impact of Hurricane Harvey, several of these involving the combination of both trust and transparency, exponentially increasing the impact of each component individually. The synergy of the two concepts combined into one thought process is significantly advantageous to professional and personal success. Trust is no more of value to a person or an organization than the transparency which makes it visible. On the business side, this disaster in the South Texas area brought that home in four examples:

  • H-E-B
  • J.J. Watt and the Justin J. Watt Foundation
  • Gallery Furniture
  • Lakewood Church

All four entities are known for their generosity to the community but they became even more recognized for their extraordinary actions leading up to, during and after this event.

H-E-B

From the first announcement of a storm tracking to South Texas, H-E-B began mobilizing their “Disaster Relief” programs, which have been utilized countless times over the company’s 112-year history. They began coordinating supply chain logistics to support a widespread area as soon as the storm was announced despite the fact that no certainty of the path of the storm yet existed. An important point of trust transparency was conveyed when Scott McClelland, President of H-E-B, announced that they would strive to be open to provide product that met basic needs, including bread, water, milk, batteries, and canned meats such as tuna. Stores operated with as little as five people, four at the register and one at the front door to manage crowds. Many of the shelves were empty but customers were made aware as they went  into the store and knew exactly why. The “shortage” of product was purposeful, planned and communicated. Additionally, the disaster relief programs distributed cooked food and emergency supplies in the hardest hit .

Justin J. Watt Foundation (JJ Watt Foundation)

J.J. Watt has been the face of the Houston Texans since his introduction to the NFL as the 11th overall pick of the 2011 NFL Draft. JJ Watt went on to become NFL Defensive Player of the Year in 2012, 2014 and 2015. In his first year, he set up the JJ Watt Foundation to provide equipment and uniforms to after school athletic programs, and his events, along with his reputation for altruism, have become increasingly popular in the Houston area. The JJ Watt Foundation website reports providing $3.3m to after school athletic programs throughout the United States. Despite this history, no one could have known the outreach an appeal from JJ Watt could mobilize for Hurricane Harvey relief efforts. He first tweeted an appeal setting a $200,000 goal for a fund he was establishing, starting the fund with $100,000 of his own money in hopes the community would match it. The outpouring has now exceeded $30 million with million dollar donations from Ellen DeGeneres and Jimmy Fallon as well as a $5 million donation from H-E-B. JJ Watt has committed that the money raised for Houston area victims stays in the Houston area. He has proactively said he isn’t certain how the distribution will work but he is dedicated to not just funnel money through other non-profit organizations.  JJ Watt is establishing trust transparency by proactively presenting both the success and challenges of the scope of the support directed towards his efforts.

Gallery Furniture

In Houston, furniture probably plays a bigger role in our lives than many parts of the country. According to a USA Today article, Houston ranks second in the nation for median home size. Larger homes mean more furniture. Gallery Furniture, and specifically the owner Jim McIngvale “Mattress Mack”, has become an icon of the community with an inspiring “rags to riches” story. His “celebrity” status has been built not only on his success but on his altruism. McIngvale not only gives resources (a lot of resources) to assist in times of good and bad, but he gives his time and genuinely demonstrates his care by being present. After Hurricane Katrina he opened his 160,000 square foot facility in Houston to 200 people impacted in New Orleans. After Hurricane Harvey, Gallery Furniture sent out its delivery trucks to rescue several hundred people in flooded neighborhoods and bring them to the Gallery Furniture showroom where they were provided meals and comfortable, dry furniture to rest and recover on. I watched an interview with Jim during the crisis and the reporter asked if he thought future furniture buyers might feel negatively about buying “used” furniture. Without missing a moment Jim shrugged his shoulders and said, “not something I care about right now, maybe I will end up having an after-hurricane clearance sale but right now I’m just focused on helping these people.” He and his organization’s caring and preparedness to act came through clearly.

Lakewood Church

Churches are often the first place people look towards in time of crisis and emergency. Houston is home to the largest church in America, Lakewood Church, with a seating capacity for 16,000 people, housed in the arena which once was home to the Houston Rockets. In the previous trust transparency examples, one key factor is the preparation in the time before the crisis. Unlike fires, earthquakes or tornadoes, hurricanes provide days of warning to prepare. While the true severity or location of the greatest impact cannot be known, the likelihood for some degree of assistance in a certain vicinity is apparent.

Lakewood Church received strong criticism surrounding their initial hesitation to use their facility for shelter. The attitude displayed in the other examples above demonstrated preparedness and a commitment to proactively determining what can be done, not reasons for what can’t be done. Joel Osteen is world renowned for his inspiration, and Lakewood Church has repeatedly helped souls in need from around the world. In this instance, Osteen’s failure to be transparent and lack of communication caused unwarranted backlash. Eventually, Lakewood Church did become a shelter for many and distribution center as originally planned with the city, but only after having to defend the position it initially took. Trust, as conveyed by preparedness or message, was not present and the criticism was reflective.

Numerous lessons of trust transparency were provided in the days before and following Hurricane Harvey. Trust transparency is both a personal and organizational culture but more importantly a behavioral commitment that can never be relaxed, especially during times of crisis. While these are a few examples and scenarios occurring around the Houston area, many more occur daily within our lives no matter where we are. It is up to us to make trust transparency an element and priority in our daily lives as this commitment will enable us to become more profitable in every sense of the word.

~Scott Steinford, Managing Partner, Trust Transparency Consulting

Unlock the Power of Transparency: Schedule a Meeting Now

Ready to Illuminate Your Path?
Partner with Trust Transparency Today.

Get inTouch

Lori Diez

Lori Diez combines compassion and excellence to lead organizations to their next level. A small-town Texas childhood taught her the value of hard work and relationships, which she uses to foster teamwork that brings results that have transformed cultures and programs to their highest potential. Her successful career in pharmaceutical and nutraceutical sales leadership and event hosting has prepared her to deliver results as the COO of TrustTransparency, where she uses her industry knowledge to ensure that the company’s operations run smoothly as they support nutraceutical companies in their mission to help others. Lori’s passion for charity reflects her belief that individuals working together can change the world, no matter how small their contribution to the effort. This year, she looks forward to continuing over a decade of service at the Houston Livestock Show And Rodeo, where she will be the Chairman of the Livestock Committee.

Conference Handouts

Conference Handouts

CoQ10 Statin Associated Myaglia Meta Study Barry Tan 0618 Case Study

CoQ10 Statin Associated Myaglia Meta Study Barry Tan 0618 (1)

Statin Q10 Effect Case Study

Statin Q10 Effect Case Study

Schedule Consultation with Trust Transparency

Glynnda Steinford

Glynnda Steinford, Trust Transparency Consulting’s Director of Customer Relations, brings over four decades of healthcare experience to her vital role in client engagement and relationship building. Her diverse background spans from administering medical groups to impactful stints in pharmaceutical and nutraceutical sales, all underlined by her degree in Healthcare Administration.

At the heart of Glynnda’s work is her talent for nurturing long-term connections, a skill she leverages to enhance client experiences and partnerships within the consultancy. Beyond her professional commitments, she enjoys life’s simple pleasures, whether it’s her love for cats and cooking or her ventures into golf, always prioritizing cherished moments with family and friends. Her personal interests echo the dedication and warmth she extends in her professional network, making her an invaluable asset to the team.

Caiti Dowden

Caiti Dowden stands as a crucial pillar at Trust Transparency Consulting, bringing invaluable insight and expertise to her role as Senior Executive Assistant’ since her start in 2018. With an academic background from Sam Houston University and a career shift from education to the nutraceutical sphere in 2010, Caiti has cultivated a sharp acumen for dissecting industry trends and bolstering strategic decision-making.

Her transition from Data Analyst reflects her growth and deep understanding of the business landscape. Caiti’s commitment goes beyond professional excellence; she thrives on balance, drawing from her rich life outside of work to enhance her organizational contributions. Whether it’s family time, volunteering, or rooting for Houston’s sports teams, she believes in embracing experiences to fuel her professional creativity and insight.

In her current role, Caiti’s dedication to dynamic business analysis and operational support proves her to be an irreplaceable asset to our team, embodying the synergy of personal enrichment and professional success.

Pam Hilpert

Pam Hilpert, Chief of Staff at Trust Transparency Consulting, has been instrumental in the firm since its inception, leveraging her 17 years of accounting experience, including a significant tenure in the nutrition sector. Her collaboration with Scott Steinford spans various successful ventures, emphasizing her integral role in the company’s financial and strategic initiatives.

An alumnus of Sam Houston State University, Pam holds degrees in both Business Administration and Accounting, as well as an MBA, adding academic heft to her practical industry insights. Beyond her professional prowess, Pam is passionate about family, enjoys live music, delves into quilting, and volunteers at her church, reflecting her well-rounded life.

Her multifaceted expertise and longstanding dedication make Pam a cornerstone of Trust Transparency Consulting’s operational strength and team unity.

Scott Steinford

Scott Steinford, a trailblazer in strategic leadership, boasts a certified M&A background, having navigated companies from their genesis to industry prominence. His brainchild, Trust Transparency Consulting, born in 2007, stands as a testament to his dedication to ethical business practices and strategic foresight, offering industry stakeholders invaluable guidance.

Beyond founding and steering companies, Scott has enriched the business landscape with his insightful keynotes and prolific written contributions, emphasizing his commitment to elevating industry standards. His executive tenure shines in roles as CEO or President of for-profits like ZMC-USA and Doctor’s Best, extending to significant contributions in non-profit sectors.

Notably, Scott’s influence is a driving force in the CoQ10 market, where his leadership has significantly bolstered the ingredient’s global presence. His roles in various capacities, including as a New Hope Ambassador, keep the community informed, providing in-depth industry reports and insights.

An active advocate within professional associations and an Editorial Advisor for leading industry publications, Scott’s expertise is both recognized and sought after. With academic roots in Pre-Law and a Master’s in Law, his journey transcends textbooks, embodying real-world business acumen and transformative leadership.

Scott Steinford merges visionary entrepreneurship with principled leadership, creating a legacy of innovation, growth, and unwavering commitment to industry excellence.