To deliver a great performance and, as a result, championship customer service, there are two overriding realities: you have to be able to trust your leader and you have to be able to trust your teammates. That means complete, utter trust. And it has to be built and maintained as systematically as you possibly can.
You see it over and over, in everything from business to the military to sports. It´s an absolutely essential  ingredient! Without a foundation of trust, everything is lost. If you don´t trust those with whom you work or the people for whom you work, that implicit spark- people coming together to serve or help each other-sputters and dies.