June 11 2012

Customer Service Tips: Instilling Trust In Your People


Tom Feeney, Safelite® President and CEO
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At Safelite, we have a saying, “feedback is a gift.” That’s because listening to our employees enables us to improve our business – both in the way we interact with each other and with our customers.

However, to get that honest feedback, our people must trust company leaders not only to do something positive with the feedback but also that there won’t be negative consequences for their opinions.

Instilling trust as a leader is all about saying what you’re going to do…. and doing what you said you’d do. To put this into effect at Safelite, we have an annual People Opinion Survey to measure employee engagement and gain insight from our employees.

But it doesn’t just stop there.

Managers across the company are required to hold a team meeting to present the findings of the survey and together develop an action plan to address any changes the team feels appropriate based on the feedback. They then meet quarterly to review the action plan and confirm leaders are following through.

This type of two-way accountability creates a trusting business relationship.

On top of that, we reward managers who have proven to engage their associates. Our annual People First Award takes into account each manager’s employee engagement scores on the annual People Opinion Survey. The prize for this award? A whopping $10,000! This type of financial reward and company recognition makes our leaders strive to be the type of manager worthy of the award.

Now it’s your turn to share ways your company instills trust in its leaders.

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