Trust Is Built…One Marble at a Time

Trust is paramount.  No matter your path in life, it’s the foundation of every relationship we create whether it's amongst our peers, staff, family, friends, or even our community.   You see, trust isn’t something that always arrives in big, dramatic gestures. Rather, it’s earned on a daily basis slowly, over time, one small action after another. 

That’s the heart of the “marble jar” lesson popularized by author and motivational speaker Brené Brown.

In her story, Brown explains how used a jar of marbles to help her daughter understand trust. Positive behavior and interactions added marbles to one’s jar of trust.  Meanwhile, poor behavior removed them. Over time, a full jar became a symbol of safety, respect, and genuine connection. 

For administrators working in care facilities, whether ARF or RCFE, this simple metaphor has profound meaning. Because in your world, trust matters. A lot. And as you know from experience, it isn’t built overnight.

What does the “Marble Jar” Look Like in Facility Life?

As facility administrators, you’re responsible for more than compliance or paperwork. Your day to day actions (or lack of action) sets the tone — for residents, staff, and families. The culture you build depends largely on trust.  Trust that…

√  Residents are safe and cared for

√ Staff will follow through on their responsibilities

√ Communication will remain honest even under pressure.

                                     WATCH THE FULL 2 1/2 minute video HERE.

So, as a facility administrator, how do you fill marbles every single day?

• Show up consistently: Being present for staff and residents, keeping promises, returning calls or follow-ups.
  
  
• Listen & remember: Knowing residents’ preferences, remembering something a staff member shared about their family or life. Small gestures like this build respect and show you care.
  
  
• Lead with integrity: Treating everyone with fairness; holding to policies, but also applying empathy when needed.
  
  
• Provide support during tough times:  Whether it’s a difficult family situation, a behavioral incident, or a moment of burnout, responding with compassion and calm builds trust that lasts.
  
  
• Own your own mistakes and learn from them — Nobody’s perfect. When things go wrong, admit it, fix it, learn from it — that adds more marbles than a flawless track record ever could.
  
  

Just like in Brene Brown’s story, the “big trust,” the confidence from staff, residents, and families, doesn’t come from one grand speech. It comes from hundreds of small moments that add up over time. 

Why Does Trust Matter for Your Facility

1. Predictability builds peace. In a world full of schedules, regulations, and unexpected turns, predictability from leadership offers stability. People rest easier when they trust their administrator.
2. Safety depends on trust. Residents, especially those vulnerable or with special needs, thrive when they feel secure in routines, leadership, and caregiving. Trust promotes better care.
3. Staff morale and culture grow from consistency. Your staff wants to know they’re valued, heard, and supported. A leader who fills the marble jar fosters loyalty, reduces turnover, and encourages teamwork.
4. Crisis is easier when trust already exists. When staff and residents trust leadership, crisis response, changes, or transitions are smoother  because people believe in the intent behind decisions.

Making the “Marble Jar of Trust” a Daily Practice

Here are a few simple habits to embed trust building into your everyday leadership:

• Start your day by checking in with one staff member or a resident — ask something personal or kind.
  
  
• Keep a small “marble jar” journal or mental list and note every small win or act of kindness you or your team does.
  
  
• Follow through on promises, yes, even the small ones. Return calls. Meet deadlines. Admit when you need help.
  
  
• Celebrate consistency. Acknowledging small daily wins encourages continued trust deposits.
  
  
• Use setbacks as opportunities.  Apologize, correct the course if needed, and rebuild. 

Leading Is Building, One Marble at a Time

In a care facility, every handshake, every smile, every act of integrity builds trust. And trust, not just laws, regulations, and procedures, is what truly sustains a facility home.

The “marble jar” isn’t a script. It’s a mindset.
It’s about leading not just in the moments that matter, but in the moments most people forget.

If you fill your jar with authenticity, compassion, and consistency, the people you lead won’t need to ask for trust. They’ll already have it.

You’re not just an administrator. You’re a keeper of trust, every single day, one marble at a time.

The UCampus Group Team