Leading Greats #183

Customers feel what your team already feels:

A customer can tell almost right away whether the person on the other end has any capacity left to help them.

A support team lost seventy percent of its people last month. The new system that picked up the gap went live the same week, and the ones who stayed are still figuring out what it catches and what still needs a person behind it.

Live support is not the same job it was a year ago. The tools moved faster than the training did, and nobody asked that team how much change they could actually absorb before it landed on them.

A customer calls because the report the new system generated had the wrong numbers in it. It went out before anyone had a chance to check it. The rep answering is already covering accounts that used to belong to people who are gone, and now has to find the solution before calling the customer back.

The rep tells the customer the truth: the system is new, coverage is thin, and someone will call back by end of day with results a person actually verified.

Nothing about the chaos behind the scenes changes that day. What changes is that the customer hears something honest instead of a script.

"The customer is always right" bent honest: the customer is always feeling exactly what the team never had the chance to name.

Trust does not disappear in one bad call. It wears down in tone, in the pause before someone answers a question they are not sure of, in how much a person is carrying without saying so.

When a team takes on that much change that fast with nowhere to say what is hard, it does not stay contained to the team. It reaches the customer whether anyone meant for it to or not.

Protecting customer trust starts with paying attention to whether your own people have any left to give.

This week, ask one person on your team what feels hardest to keep up with right now. Put ten minutes on the calendar to actually hear the answer.

If you are leading a team through this much change this fast, let's talk.

I have been there. I can help.

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