How Do You Know Your Employees Trust You?

Trust

That word is intrinsically linked to leadership.  It is an underlying value in most companies – the CEO and the senior leadership trust their employees to do the right thing.

trust

The more important questions for the CEO are, “How do you know that your employees trust you?  Why do they trust you?”

Harry Herrington, Chairman and CEO of NIC, Inc., a provider of on-line services for federal and state governments and a former police officer, said that employee trust of leaders must be built around engagement and transparency.

In an era of business management fads and boatloads of business books touting seemingly clever, sometimes one-off approaches to leadership success, transparency and engagement are two characteristics that are decidedly not in the fad category.

This was the theme of Adam Bryant’s Corner Office column in yesterday’s New York Times business section“If the Boss Rides A Harley, He Must Be Human.”

This column is an essential part of my Sunday morning newspaper reading.  I highly recommend it along with another Sunday business section staple, The Boss.

Mr. Herrington believes his number one job is to set the culture of the company because culture will drive success and integrity (and the quality of the people who want to work for the organization).  But his is just one voice among many.  So why is he a successful leader?

The short answer:  He bought a Harley

“About that time, we were organizing a big company conference with all of our general managers.  So I had 200 employees in Oklahoma City for a marketing conference and I thought, I’ve got this brand new bicycle…so I decided to ride the motorcycle to the conference…”  When he arrived, replete with his cycle leathers and helmet under his arm, his team was dumbfounded.  Immediately, the Harley, an ultra-classic in law enforcement blue, became the hit of the meeting.  Employees thought it was cool.  Instead of serving as merely an imitate the boss moment, sparking a surge in Harley sales among NIC employees; Mr. Herrington leveraged employee reaction to build on his role.  He created a feature of his office visits called, obviously enough, “Ask the CEO.”

Instead of questions on the company’s five-year strategy, Mr. Herrington fielded decidedly personal questions like where he went to school.  Why did he get into law enforcement?  Why did he leave law enforcement?  How many kids does he have?  Why do you prefer pink shirts when you play golf?

When he shows up on a motorcycle, Mr. Herrington said, it casts him in a different light – as a human being…” not trying to be one of them, not trying to be someone I am not.”  Employees, he believes, want to understand what makes you tick, to understand how you think.

And that brings us back to the trust thing. 

© 2013 John Gregory Self

Your Last Day?

It seems like only yesterday that I was sitting in front of my Western Union teletype in the police press room, a man in his mid-20s trying to make sense of something that made no sense at all – the death of five children in an apartment fire caused by adult carelessness, a mind-numbing indifference to responsibility and accountability.

deathI was drinking coffee as I wrote – I would have preferred something a little stronger at this point, but at 7:45 PM, it was a little too early in the day.  So I had to focus and tell a gruesome story for the 375,000 plus readers who would deal with this horror with unhesitating conviction that a tragedy like this could never happen to them.

There were a lot of these dreadful days if you were a crime reporter in one of the fastest growing major cities in America.  In my newspaper career, I probably saw more than 250 dead bodies, men, women and children; someone’s uncle, a bride and groom, an estranged husband who turned around his life, a mom, or someone’s children.  They all died suddenly, frequently without much warning.  Certainly with no time to say goodbye or I’m sorry.

At the scene of a tragedy, there is no greater cry of anguish than from a mother who learns that her 10-year-old son, who was going to be everything her drug-dealing husband wasn’t, was lying dead in the living room, the unintended victim of a narcotics deal gone bad.  Or the poor working mom who returns home to smoldering ruins and the sudden realization that everything she cared about, her children, were now gone.  Or the mother and father who learn in an early morning call from a stranger that their beloved only child, a daughter and her new husband died in an accident after only one day as man and wife. 

These experiences happened a long time ago.  But today they continue to happen across the nation, around the world.  There is no question that my newspaper experience, those events, shaped my life.  I still enjoy being in the know, telling stories – sharing information with others, a requisite for a reporter.  Now I enjoy the challenge, and the reward, of digging into a candidate’s background to understand what makes them tick as a leader and as a person. The aggregate of my experiences helps me do my job better, to appreciate life and to overcome adversity.

Those early days in the newspaper business also helped me understand the importance of appreciating each day we have on earth.  The suddenness of a traumatic death is both stunning and shocking.  For the survivors, the immediate horror gives way to a sense of loss that is so deep that it is hard to comprehend. 

Many people talk about how much they appreciate life, that they live one day at a time.  Nice, but for most it is just talk. Our lives are so busy they blend from one day to another.  And then they are gone.

Would you scream at your kids, disrespect your wife, or publicly disparage your colleagues or your employees if you knew that this day would be your last? 

It could be.

© 2013 John Gregory Self

Serving the Barking Dogs

When an airline treats their dog passengers – the barking, tail-wagging, four-legged variety – with enormous care and concern for their well-being, there is hope for the passengers as the post-merger cultural transformation evolves.

puppy in crate

When an airline, or any business for that matter, treats it customers as mere talking widgets necessary to drive profits to justify consolidation of two mediocre businesses then that is a bad sign for the passengers and the future of the enterprise.

How we treat our customers, regardless of whether they are dependent and barking or not, defines who we are as people and as a company.  It is easy to tell the dogs to shut up in a moment of frustration, but will do no good. 

© 2013 John Gregory Self