How to Rebuild Trust as a Leader

The People-Forward Leadership™ Podcast Episode 45: The Problem Solver: How Tiffany Gunter Rebuilt Trust and Redefined Transit for an Entire Region “I made one promise walking into those garages. Whatever you bring me, we're going to fix it and fix it for good." ~Tiffany J. Gunter Episode Summary What does it take to lead 2,000 square miles of public transit in the region that invented the car, and win 67% of the vote for it? Tiffany J. Gunter grew up riding the buses she now runs as CEO of SMART, and she leads the way she always has, as a problem solver. In this conversation, she reveals the unglamorous, deeply human work behind one of the most remarkable turnarounds in public transportation. If you lead an organization where trust has eroded, where teams work in silos, or where your people are watching to see if you mean what you say, this episode will show you what rebuilding actually looks like. Key Takeaways Visibility is a leadership discipline. Gunter rebuilt trust by showing up in garages, listening to frontline staff, and solving the problems they named. Dignity drives results. A 25% system-wide ridership increase started with cleaner buses, honest communication, and respect for riders and employees alike. Technology should augment your people, never replace them. SMART used predictive tools to take a chronically late route from 35% to 88% on time. Culture change shows up in public. When your community says your organization treats its employees well, you've built something real. About Tiffany J. Gunter Tiffany J. Gunter is the CEO and General Manager of the Suburban Mobility Authority for Regional Transportation (SMART), where she leads the agency's strategy, operations, and service delivery across Southeast Michigan, with a focus on safe, equitable, and reliable transit. Since joining SMART in 2022 as Deputy General Manager, she has helped drive service improvements, organizational modernization, and stronger community partnerships. Prior to SMART, Tiffany held leadership roles at the Southeast Michigan Council of Governments and the Regional Transit Authority of Southeast Michigan, and brings experience in higher education, automotive, and retail. She holds bachelor's and master's degrees from the University of Michigan, executive leadership certifications from Harvard University and the University of Notre Dame, and serves on several community boards while remaining active in civic leadership. Resources & Links Learn more about Tiffany J. Gunter:   / tiffanygunter   Learn more about SMART: https://www.smartbus.org/ Recommended Reading: The Power of TED https://www.amazon.com/shop/drcarolpa... Learn more about the People-Forward Leadership™ framework: www.thriveaxisgroup.com