Building Trust as a Leader

I want to talk about one of the most powerful forces you have as a leader—trust. If you want stronger results with your team and customers, start by looking in the mirror. Ask yourself: What trust levels am I creating with my team?

Trust is earned. And as leaders, we either grow it or erode it every single day. When trust is high, your team takes risks, shares ideas, and fully engages with your organizational purpose. When trust is low, they hold back, they play it safe, and your customers feel the difference.

So, how do you build it? Here are three quick tips for you.

• First, be consistent. Quickly identify and close performance gaps, then put systems in place to prevent them in the future. Your people watch your actions far more than your words. If you say one thing but do another, trust fractures. But if you show up reliably—whether in your decisions, how you handle challenges, or how you treat people—your team will believe in you and extend that consistency to your customers.

• Second, communicate with clarity and honesty. Few things erode trust faster than uncertainty. Even if the message is tough, being direct and transparent shows your team they can rely on you. And when they feel informed and included, they pass that same confidence on to your customers. When you share information, make it simple: tell them what they need to know, why it matters, and what they need to do.

• Third, keep commitments. When you promise something, deliver. And when you can’t, own it quickly. Following through builds credibility, and credibility creates trust. Work every day to build a culture of commitment within your team.

Now, here’s the bottom line: trust fuels performance and drives your purpose. It accelerates execution, strengthens collaboration, and deepens the connection your team feels with each other—and with your customers.

As a leader, your daily choices either build or break trust. The good news is—you control it.

So lead consistently, communicate clearly, and honor your commitments. Do those things, and you’ll see trust rise, performance accelerate, and your customer experience thrive.