Building Trust through Empathy: Unleashing the Power of Service Excellence

Quotes

“If they don’t feel trusted, they will [never] perform at 100% because they feel as though they’re waiting on somebody else to do a portion of it or something related to it. So we have to trust 100%, but more importantly, they have to feel trusted.” – Jim Robinson, (9:17) 

“I’m super autonomous, and because of that, I didn’t want to have a whole bunch of rules [for the company]. I like to keep things simple. I like to trust people to do the right thing.” – Jim Robinson, (26:18)

“I can tell you that if there’s somebody that’s leading, it’s because they have empathy. I don’t know that I’ve ever come across somebody in my circles that is in a true leadership role and lacks empathy. So I think it’s an inherent characteristic that you’re going to have empathy.” – Jim Robinson, (28:18) 

Building Trust through Empathy: Unleashing the Power of Service Excellence

On this episode of Service Evolution, host Shawn Black sits down with Jim Robinson, CEO of CGP Maintenence and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout the episode, Shawn and Jim explore the transformative power of empathy and trust in the service industry. They discuss why empathy and trust are the bedrock of exceptional service experiences, and they offer a few practical strategies for fostering empathy and trust within your teams and customers. 

The Power of Trust

Trust is undeniably a crucial and foundational element of any successful workplace. When employees are confident they are trusted, they are empowered to unlock their full potential and achieve remarkable outcomes. On the other hand, in an atmosphere where trust is lacking, individuals often find themselves hamstrung by their leader’s need to micromanage. The absence of trust robs employees of the freedom required to navigate projects with the necessary autonomy and creativity.

“If they don’t feel trusted, they will [never] perform at 100%, because they feel as though they’re waiting on somebody else to do a portion of it or something related to it. So we have to trust 100%, but more importantly, they have to feel trusted.” – Jim Robinson, (9:17) 

Leaders looking to harness the power of trust in the workplace may adopt an autonomous leadership style. Autonomous leadership is characterized by a shift from control and micromanagement to empowering employees with the freedom to make decisions and take ownership of their work. When employees feel trusted in this way, they have the space to address problems, find solutions, and finish projects.

“I’m super autonomous, and because of that, I didn’t want to have a whole bunch of rules [for the company]. I like to keep things simple. I like to trust people to do the right thing.” – Jim Robinson, (26:18)

The Power of Empathy

Along with trust, leaders must cultivate a culture of empathy in the workplace if they want their business to thrive. While empathy is a necessary characteristic of good leaders, they must also instill it in their employees. By fostering empathy within their workforce, leaders create a more supportive environment where employees feel understood, valued, and motivated to grow. When employees feel that their leaders genuinely care about their well-being and what’s going on in their lives, they are more likely to remain loyal, engaged, and committed to the company’s core values. 

“I can tell you that if there’s somebody that’s leading, it’s because they have empathy. I don’t know that I’ve ever come across somebody in my circles that is in a true leadership role and lacks empathy. So I think it’s an inherent characteristic that you’re going to have empathy.” – Jim Robinson, (28:18) 

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