My dad wasn’t really in the hair business
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My dad owned a beauty shop for most of my life. People came through his door because they needed a haircut, a new style or a little help covering the gray. But that wasn’t all they brought with them. They brought stories about their marriages. Concerns about their children. Financial struggles. Work frustrations. Hopes, disappointments and dreams they might not have shared in many other places. My dad wasn’t a marketer. He wasn’t a public relations professional. He didn’t have a customer engagement plan taped to the wall. But people trusted him. They sat in his chair and talked because he had created an environment where they felt comfortable being honest. Looking back, I realize something: My dad wasn’t really in the hair business. He was in the trust business. And so are we. ☕ Coffee Conversation: What Business Are You Really In? Your organization may provide electricity, healthcare, education, financial services, government programs or consumer products. You may lead a team, communicate with customers, manage projects, solve technical problems or provide a service. That may describe the work you perform. But it doesn’t completely describe the business you are in. Because before people accept your explanation, support your recommendation, follow you through change or believe your message, they make another decision: Do I trust you? Most organizations say trust is important. It appears in value statements, strategic plans and leadership presentations. But trust isn’t something we create by declaring it. It is the result of repeated experiences. When we ask for feedback but never acknowledge what we heard, we send a signal. When we communicate only after rumors have already filled the information gap, we send a signal. When we explain a difficult decision honestly—even knowing people may not like it—we send a signal. When we keep a small promise that would have been easy to forget, we send a signal. Every interaction tells people something about who we are. It might say: You matter. We respect you enough to keep you informed. It is safe to ask questions here. You can count on us to follow through. Or it might unintentionally communicate: Your concerns are inconvenient. We will tell you what is happening when we decide you need to know. Our words and our actions don’t always match. That’s why communication is never just about the words we send. It is also about the belief those words create. My dad probably never thought of himself as someone who was intentionally building a culture. He was simply serving the person sitting in front of him. But that is where culture is created. One interaction. One conversation. One kept promise. One moment when someone decides whether they feel seen, respected and safe enough to be honest. Long after the haircut was finished, people remembered how they felt sitting in my dad’s chair. Your employees, customers and colleagues will remember how they feel after interacting with you too. ✏️ One Small Edit to Try: The Trust Signal Check Choose one routine interaction in your organization this week. It might be:
Then ask yourself four questions:
You don’t have to completely redesign the interaction. Make one small edit that sends a clearer signal. Add the missing context. Acknowledge the concern. Clarify the next step. Follow up when you said you would. Trust is built through those seemingly small choices. That’s the common-sense lesson my dad demonstrated every day: Whatever business you think you are in, you are also in the trust business. Coffee’s on, P.S. I’d love to hear your answer: Beyond the product or service you provide, what business are you really in? Hit reply and tell me. |