`They asked, "Did the clerk get punished because he didn't report to the manager level before he made the decision?" We said, "No, of course not. That was his job, that's what the training is all about, and he did the right thing." The follow-up question was, "Was he rewarded?" And we said, "Of course not, because he basically did what he was trained to do."' The story spread by word-of-mouth through the entire customs system and was later featured in a Chinese Customs Service publication. `For this, people trust us', Ms Yeh wrote. `But credibility is a very fragile thing. It can take years to build, but it can be destroyed overnight.' The Three moDes,