Ten Habits to Becoming a Better Leader
Last year a small accident required the bumper on my car to be replaced and resprayed. I went to a reputable panel beater I have known for years and who I trust. The car was assessed, fees were agreed to, insurance claim submitted and deposit paid. Within two days the job was completed and I was extremely satisfied. Annelie Kruger’s company Carty Carvenience in Garsfontein did an excellent job. My trust in them increased. I could confidently refer anyone to them in a heartbeat.
The same can not be said about recent work done on my wife’s car. A client closed their gate on her car scratching and denting the back door. I asked Annelie for a quote and time estimation. Three days to a week we were told! The quote was also reasonable. Our insurance company insisted that we use Renew-It in Rivonia, a good 30km from where we live. Their quote was lower however the car is only twelve months old. We had not heard positive reports about the mandated panel beater.
Their reviews were not good, some were as low as one out of five stars! The insurance company insisted on maintaining the original manufacturer’s warranty of the car we had to use that company. No regular feedback, failed promises and time ticked on. Two weeks into the process, we were told the assessment had to be redone. This delayed the job by another five days. Then an inspection by the insurer resulted in a further delay.
Our level of frustration grew and we escalated the matter to the insurer and panel beater. Once again promises were made. Eventually they were finished and due to the delay they agreed to drop the car off at our home. To our disappointment the quality of work was shoddy to say the least. Begrudgingly we sent the car back with numerous photos and a list of eight complaints. My wife is still without her car! Whatever you do, don’t trust to entrust your car to Renew-It Rivonia.
The biggest differentiator between these companies was trust. A good brand builds loyalty and with that, trust. With my car I was given a worst case scenario; however, within half the time the job was finished. It takes years to build trust and seconds to break it. How well have you built trust with others? Will people compliment you or criticise you?
Leaders need to build trust consistently. How can you do this?
Show up with integrity.
Do what you say you’ll do. Your followers watch whether your actions match your words. Any inconsistency erodes trust. Small broken promises add up.
Be transparent, especially when it’s hard.
Share the “why” behind decisions, admit when you don’t have all the answers. Be honest about bad news early. People trust leaders who are honest and transparent.
Listen in order to understand, not just to respond.
Make people feel genuinely heard. Ask questions, remember what they told you, and follow it up. Trust grows when people are treated as individuals, not just as resources.
Take accountability when things go wrong.
Own your mistakes publicly. This signals trustworthiness to the team and shows that you can be held accountable. The reverse destroys trust in an instant.
Be consistent in good and bad times.
Anyone can be trustworthy when things are easy. Your team is watching how you behave when you’re stressed, or in a conflict situation. By staying calm, acting fairly and principled in hard moments will build deep trust.
Care about people’s growth and well-being.
Trust is not a simple transaction. It is a series of caring actions. When followers believe you actually want good things for them they extend a much deeper kind of trust.
The common theme with these points is predictability and good intent. People will trust leaders who are consistent and who believe in them. Trust is built slowly through small moments that are consistent, not through once off grand gestures.
Over the last three weeks, promises were broken, lies were told, no one took accountability. If they treated us as a client that way, how do they treat their employees? In a world of broken promises, lies and inconsistency, trust becomes very fragile and can be broken.
We need to find ways to improve trust each day. If not, the consequences we experienced with my wife’s car could be experienced in society on a much greater level. We are trusting that we will have the repaired and quality assured motor vehicle back before the end of the month.
Is your team’s trust in you where it needs to be? Book a Free Consultation
Paul Tanton
Leadership Entrepreneur and Coach
