Founder & Inspirational Diva
29th September 2016
If you want to encourage true employee motivation within your organisation you must provide the right leadership training and development.
People align with people they trust. This is a visceral feeling people act on, so it’s really important to break down and understand what this means as a behaviour and how this impacts your employees on a wider scale and therefore by default, your customers.
With this in mind, here are 3 reasons that trust and authenticity should be part of your leadership training and development programme.
Let’s face it, people are complicated. This can make leadership difficult sometimes. In order to make the process smoother, your team needs to feel safe enough in each other’s company and with their leader to express themselves openly and feel heard.
This doesn’t mean that people can have carte blanche to say anything they want. There needs to be a level of professionalism, respect and mindfulness around conversation that supports good team work.
This does mean that people can use their voice within team situations and speak up when they feel uncomfortable about something.
This is vitally important when going through change or ‘storming’, as is strong authentic leadership to keep the boat from rocking too much.
In your employee environment, it’s also crucial you keep your promises so your employees remain engaged and responsive to you.
Consistency with day to day behaviours also instil trust and help people to feel secure in their environments.
When team members trust one another, there is a greater freedom in communicating and a greater support within the team.
When people know where they stand, they stand taller!
Enjoying some trust based team building activities can really benefit this. Physical exercises like catching individuals as they fall backwards and blindfolded task completion are oldies but goodies. Sharing exercises are also great for instilling trust and building confidence.
Consistency with good customer service makes all the difference in whether a customer trusts you or not and whether they remain your customers.
By making sure your leadership is authentic and trustworthy, you are more likely to have more trustworthy team members who are engaged. This will directly impact your customer experience.
Keeping promises is also really important in instilling and maintaining trust. In a customer service environment, it’s vital you keep your promises so the customer chooses to stay with you. This instils trust and confidence in your brand and service.
Sometimes it might be hard to keep promises about business systems or processes you might have little control over. It’s important to remember that this doesn’t mean you can’t be consistent in your behaviour and output. This will go a long way to making your customers trust you and consequently they will want to stay loyal to your brand.
Try introducing some training workshops around dealing with conflict, positive language, saying ‘no’ and confidence. This will support consistency and promise keeping and manage expectations to customers more effectively.
You’ll be amazed at how far even just one day’s training can impact behaviour when executed well. Think about using an expert training company in this field to support you in this and make sure issues such as authenticity, trust, fear, dealing with conflict and communication are covered.
It’s well known that people buy people.
If you’re in a customer service business of any kind, it’s important to recognise that regardless of the service or product you sell, the reason a customer will stay with you is most likely to do with the personal interaction they receive from your organisation.
This is directly related to developing your talent to ensure brand quality within your team. Strong, authentic leadership plays a significant part in supporting that brand quality.
A brand is much more than just a logo or a visual brand identity. It’s far more to do with how people feel and behave. Trust and authenticity often come out as key reasons and feelings why customers like a brand.
Brand values are key to establishing behaviour and culture. Try conducting a buzz session around what brand values mean to your team in terms of behaviour. Then employ your leadership to coach and instil those behaviours to their team members.
If your leaders are authentic and trusted the coaching will be far more effective and you’ll see a direct, positive impact on your customer satisfaction.
In summary, authenticity and trust play a big part in employee and customer satisfaction. Don’t be afraid to explore these and make a point of introducing these concepts and behaviours into your leadership team.
Let us know how you get on and make sure you get in touch if you think we can help you.