“Loyalty is when you have my back behind my back.” Matt Tolbert
The other day I was communicating with my team about a customer interaction. From what they shared, the customer sounded a bit curt and abrasive. My inner flame was lit. I have this ‘mama bear’ loyalty to my people. Mess with them and I’m coming after you. This is, of course, psychological safety I’m referring to. Your people must know they are safe under your leadership – safe to offer criticism, safe from outside threats, and safe to make mistakes.
Don’t leave it to chance. You must introduce safety to your people and promote it often. In the case of customer interaction, my team knows we will go the extra mile to serve our customers, getting them to a yes. They also know I won’t stand for them being mistreated. I would rather bid farewell to a customer before they belittle or berate any of my people…
Continue reading at Rob’s Substack.
