The Best Way for New Leaders to Build Trust - Jim Dougherty - Harvard Business Review - 0 views
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I spent more than four hours listening in to client support calls at the call center. I shared headsets with many of the team, moving from desk to desk to speak to the reps. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job.
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I made this my priority partly because I wanted to know what customers were saying—but also to make an internal statement.
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Without trust, it is very unlikely you will learn the truth on what is really going on in that organization and in the market place.
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