Lesson 7: Rebuilding Trust

What You’ll Learn: People may be less trustworthy than they once were. This lesson will examine some strategies to rebuild trust with your employees and your customers.

Rebuilding Trust (continued)


1. Rethink your operations. Are there tasks or responsibilities that you can give to others on your team? Are there opportunities to identify new leaders who can be given additional decision-making authority? Where are the gaps in your organization that act as barriers to job growth or advancement opportunities?

2. Examine your leadership style. Are you a clear communicator about your business, or do you keep everything to yourself? What is your relationship with your team? Do they feel that they can talk to you openly, or is there reluctance or even fear among your team? What can you do better post-pandemic to provide leadership that will move your business forward and make your employees feel part of it? Will your business goals be better served by having someone else manage your employees while you work on the business side of things? It’s O.K. if you’re not a people person, but you do want someone in that role to encourage, inspire and lead your team(s).

3. Be a customer. Step into your customer’s shoes. Take a step back and experience your business as a customer would. If you can’t do it yourself, then ask a friend to be a “secret shopper.” Is signage clear? Does your customer know where to go to pay or get help? If you’re a restaurant, do customers know what the expectations are as they enter? If your business is online, do a couple of orders. Is it easy to find special promotions or discounts? Is the checkout process straightforward? What about the email confirmations? Are they clear as to what the customer should expect from their order? Are there any factors that could turn a customer off or make them feel unsafe?

4. Workplace culture. Look at your culture from a pre-pandemic view. What worked and what didn’t? What could you do better to increase productivity, promote trust, reduce turnover? Can scheduling be more flexible? Can you continue to offer remote work or telework as an option for certain positions? Is your compensation structure in line with the marketplace? Is the dress code still applicable, or can it be relaxed? If so, how? Remember, a lot of people have lived in their sweats and t-shirts for the better part of a year. Is that tie really necessary?