I was listening to Canadian psychologist Jordan Peterson's podcast the other day and he touched on a subject I found really interesting - the importance of trust networks in business transactions. He was talking about eBay (and it is equally true of New Zealand's equivalent, TradeMe) which, when it started out, had third party agents who would guarantee delivery of the goods people had purchased and payment to the seller. Very quickly those agents became redundant for the simple reason that the vast majority of people trading on the site were honest, often scrupulously so. This has been my personal experience - in fact, I have never had a trade in which I wasn't largely satisfied with the result.
eBay works on reputation, which it has formalised in its feedback ratings, but even without a track record of good ratings, the buyers and sellers tend to deal with each other with honesty and trust. I am not sure why people would be surprised by this as it is the common experience of most people in business. Even in the second decade of the 21st Century, many business deals are still sealed with nothing more than a handshake or, at most, emails of offer and acceptance, and in the vast majority of cases there is never a dispute that can't be resolved with a telephone call. I have had my own consulting business for about twenty years and incredibly I have never not been paid for services delivered (although sometimes I have needed to chase payment) and I have never had a dispute over the quality of the services I have delivered. I accept that the nature of my business is one that is especially dependent on personal relationships but I am sure most businesspeople, at least in civilised Western nations, could cite similar experience.
The popular impression of those not in business is that capitalism is dog-eat-dog and everyone is out to rip off everyone else. In my experience this couldn't be further from the truth. Businesspeople are generally incredibly ethical. This shouldn't be a surprise because capitalism by definition is all about voluntary relationships between people and no one wants to engage with another person they do not trust, particularly when there is a financial cost. A free market very quickly exposes fraudulent, shoddy and inadequate products and services, particularly in these days of social media and rating websites like Yelp. A restaurant that gives its customers poor service or a roofer who leaves a home owner with a leaky roof is likely to be exposed online very quickly. On the flip side, good quality products and services are extolled to the world.
The exception is in markets where there is a government imposed monopoly or cartel. Obvious examples of this are the airline industry and health sector, which are so regulated and controlled that you could hardly call them free markets. We endure appalling service in both industries, largely without complaint because complaining would be futile. The other sector where poor service is uncomplainingly accepted is government itself. We often put up with appalling treatment by government agencies and accept that we have no alternative or even the right not to use the services offered.
Government also undermines the trust we see in free markets indirectly through welfare and income redistribution policies. When you get something for nothing through state welfare, you don't need those trust networks that business people rely on. The idea of a fair exchange is corrupted because the state promotes a sense of entitlement - that poor people have a natural right to the earnings of taxpayers - which undermines the integrity of people on both sides of the transfer. There is not even the sense of generosity and gratitude that results from acts of charity. Welfare debases human relationships, which is, I think, the reason why crimes like child abuse are so high amongst welfare dependents, even compared with working people with the same income (see for example this report [PDF]).
Capitalism, perhaps ironically in view of many, brings out the best of human nature.