“Every problem that leaders think they have—whether it’s a leadership issue, a sales issue, an engagement issue or some other issue—boils down to trust.”
Gary S. Jones, SHRM-SCP
I agree. Trust is integral to the dynamic and health of every workplace. Leaders have earned my loyalty by displaying their trust in me. I have also seen how violation of trust can disrupt a company culture.
When companies trust employees they earn the employees’ loyalty.
At 19 years old, when my Supervisor assigned me to work in the Express Booth, I knew that this point of sale required vigilance and certainty. The customers were sometimes upset, fresh out of court, or just released from the jail. They came to pay fines and court costs for Traffic & Misdemeanor cases. Expect anything. Our workspace was a bullet-proof, glass cage big enough for two clerks to operate as cashiers with a small slot to collect paperwork and money.
One day a group of six men came in chattering. From the start the customer remained distracted speaking loudly to his friends. This was a red flag. The customer looked everywhere but at me and did not respond to acknowledge anything I said. When he handed me money, I confirmed out loud, “Twenty dollars.” I intentionally and firmly pressed his three dollars change into his palm to let him look at me. He pocketed the money without a glance. When I returned his paperwork, he looked me in the eye and said, “I gave you a $50 bill. Where is my change?” The conversation from there prompted my Supervisor’s involvement. The Supervisor immediately countered that I had no reason to lie and stood up for me like my mother would. “If my clerk said she gave you the accurate change, she did!” We balanced out my register as sound proof to the man while other customers waited. He still demanded $40. Police had to escort all the men out of the lobby. I have never forgotten this Supervisor and I would work for her again today.
When employees violate company trust, it has a viral impact.
It was a Men in Black moment in the middle of the morning. Four men in expensive black suits and dark shades marched down the customer service aisle and into the Operation Manager’s (Ops Mgr) office and closed the door. His office was glass all around so the conversation and seriousness of the exchange taking place was in full view of any employees like me who sat near his office. An hour later the General Manager (GM) held an impromptu all hands meeting with employees.
The GM announced that the Ops Mgr had been under federal investigation for check fraud and the FBI had escorted him out this morning in handcuffs. The investigation uncovered that he had embezzled more than a quarter million dollars in company funds. The GM’s right hand man, my boss’ boss, had been arrested by the Feds! The GM cried in front of the company. Employees were afraid to ask questions. Our questions became the new office gossip. Was he working with other employees? Were we being monitored? Who should we trust? At least one person resigned immediately – as in, didn’t show up to work the next day and never came back. Now, days at work felt different, and not in a good way.
When employees cannot trust company leaders, good employees want to leave.
After an Account Director and I reviewed a client’s account history together, we determined that our service had been pre-billed and paid by the client four months earlier. I was surprised when Accounting generated a new invoice. The Account Director was billing the client again for the same service. I was told to send the invoice to the client with an explanation for the bill. I refused to do so. The Owner, Account Director and Accountant badgered me over 10 days of email. I finally responded to everyone’s emails stating again that I disagreed with billing the client and that we were committing fraud.
The Owner sent the invoice to the client without any note from me. The client responded with attached evidence – our invoice from four months ago and the check number for their payment. Now, the Account Director asked me to provide an explanation to the client addressing why I had incorrectly estimated the costs. I responded to the internal team defending the accuracy of the estimate and candidly questioning the ethics of the company’s practices. I hit send on my email thinking, “They need to fire me.”
I have seen enough to know and appreciate the black and white of ethics and the law. Remember, every employee’s behavior weaves the fabric of the company culture. Do your part even when “you think” no one else is watching and even if everyone else is against you.
This post was inspired by Oatile Molale’s LinkedIn post with a Certificate of Completion for Anti-Bribery and Corruption. Thank you.