Leaders: Implement This To Strengthen Team Culture

So many examples of great leadership are played out in everyday life. The key is noticing. My wife found one that she couldn’t wait to tell me about…an extraordinary customer service experience at Bed Bath & Beyond.

After finding a great parking spot she approached the store with anticipation of making a return as quickly as possible. Immediately she was greeted with the worst possible scenario as the automatic entrance doors closed behind her. The return line was at least twenty-five ladies long, and Bed Bath & Beyond doesn’t have a fast pass to skip to the front. Just as she contemplated coming back another day the store manager began making his way through the long line. Curious about what he was saying my wife patiently waited. As he finally approached her, he shared, “I’m sorry you have to wait in this long line; we only have one register working due to a technical issue. Your wait shouldn’t be longer than thirty minutes.”

Because the manager went above and beyond (no pun intended) by over-communicating, my wife had a deeper understanding of the bigger picture. Her frustration eased into patience as she waited to make her return.

During a stressful situation the store manager acted timely, truthful, and empathetic. That’s leadership.

UNDER-COMMUNICATION EXAMPLES

In recent conversations at least three people have shared with me that they found out about their company changes through an industry website …meaning at the same time or even after people outside of their organization found out.

It gets worse.

Nothing says “you’re not important” like when you get a text from an industry friend about a change inside of your organization before anyone inside of the building knows.

OVER-COMMUNICATION BUILDS TRUST

Some of the most successful companies I’ve been a part of or have studied actually communicate in this order:

Team

Donors/Clients

Customers

As a radio PD, anytime the listening experience was impacted by change, I made it a point to clearly communicate with the team first, then donors/clients, then fans on social media, and finally with the general audience. Time and time again it made people feel valued, important, and like insiders.

HERE’S THE TAKEAWAY

Over-communicating takes extra effort, but the results will strengthen your culture and send a strong sense of being valued throughout your organization.

After spending 25+ years working in leadership, programming, and on the air at 95.5 The Fish in Cleveland, 104.9 the River in Columbus, and as Network PD at WayFM Todd launched a coaching and consulting business, Beyond615.com, on March 15, 2021. There he strives to help others build confidence so that they can connect with listeners on a deeper level. He also serves as the Contemporary Christian Format Editor at AllAccess.com. He and his family live in the (615) area code, aka the heart of the CCM industry.