Pleasing Customers or Protecting Employees

Grateful to Mark C. Perna for referencing my work on trust in this Forbes article exploring a question every organization must eventually face: What matters most when pleasing customers and protecting employees seem to be in tension?

Mark notes my perspective that today’s workforce challenges are, at their core, often trust challenges. When employees believe their needs will be sacrificed in the rush to serve customers, trust begins to erode. As I shared in the article, “Valuing customers or clients over employees breeds a lack of trust.” (Forbes)

That principle applies far beyond the business world. In schools, nonprofits, ministries, and organizations of every kind, trusted leadership requires more than strong external service. It requires an internal culture where people are protected, valued, heard, and supported.

The healthiest organizations understand that caring well for employees is not in conflict with serving customers, families, students, or communities. It is the foundation that makes sustainable excellence possible.

I invite you to read Mark’s thoughtful article here:

https://www.forbes.com/sites/markcperna/2022/01/12/pleasing-customers-or-protecting-employees-whats-more-important-in-your-organization/?ss=careers&sh=16b8362342a1

#Leadership #TrustEDschool #TrustedLeadership #OrganizationalCulture #EmployeeWellbeing #SchoolLeadership #WorkplaceCulture