Talking Point: The Disney Institute Blog

Building Trust With Front Line Employees

May 29, 2012 by Jeff James, Vice President & General Manager, Disney Institute

Any healthy relationship is built upon a foundation of trust, and the relationship between management and front line employees is no different. Employees who don’t trust their leaders or, who feel as though their leaders do not trust them, tend to be less productive, have higher turnover rates and create lackluster customer experiences. Focus on these five areas to help build a relationship of trust amongst your front line employees:

1. Recruiting: Building trust begins before the employee has ever set foot in your workplace. The channels used to deliver your message will communicate your company culture, so support them  with a brand promise and consistent messaging.

2. Hiring and Onboarding: Use the onboarding process as an opportunity to immerse your new employee into the company culture. Try assigning a coach (like a mentor) to help each new hire understand the expectations and answer any questions they may have.

3. Training: Use the training piece to customize programs specifically tailored to the employee’s role. Step beyond teaching product knowledge and scenarios and allow the trainee to practice in a controlled environment with a coach there to assist and support him/her.

4. Measuring and Motivating: If you don’t measure, you can’t reward. Decide the key performance indicators on which each employee in that role will be measured and separate performers into tiers or quartiles.

5. Rewarding: Rewarding employees is one of the most important phases of building trust.  Use your measurements to determine top performers, hold recognition activities regularly and build programs to prepare your employees for the future.

Building trust amongst your employees doesn’t have to be difficult.  It’s an investment -  one worth making because when employees are performing well, everybody wins.

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Employee Engagement | Tagged Trust, Selection, Training & Engagement

Get In Touch

Phone: 321.939.4600
(M-F 9:00 am – 5:30 pm ET)

Email: You can also reach us through our Contact Form.
(No solicitors)