THE TRUST RESERVOIR
THE TRUST RESERVOIR
As Seema Shah, Director of Consulting at Great Place To Work UK explains: “Ultimately in any service environment, the way the team is treated backstage will show up in how they engage with customers in the front. Employers often overlook that even small enhancements can significantly boost engagement. One of our clients who investigated their Trust Index™
employees agreeing “management accepts honest mistakes as a part of doing business” (compared to 5 in 10 in a typical UK company). They engage teams early to base back-of-house investments on what their people have asked for, ensuring that even minor upgrades are meaningful. This smarter, more inclusive resource allocation further reinforces a culture where employees feel genuinely valued on par with the care shown to customers.
survey data realised that their stores with the lowest engagement scores also tended to have the highest maintenance costs – a clear signal to leadership that the quality of workplace facilities really does impact how people feel and perform. And it’s just one of many examples that show how having the right data can lead to smarter decisions when it comes to shaping people strategy and culture.”
RETAIL, HOSPITALITY & LEISURE
The trust reservoir
“Employers often overlook that even small enhancements can significantly boost engagement... that the quality of workplace facilities really does impact how people feel and perform.” - Seema Shah, Director of Consulting at Great Place To Work UK
employees are more likely to give their employer the benefit of the doubt when trust has been consistently cultivated over time. The Best Workplaces in Retail, Hospitality & Leisure™ are known for building high levels of trust between leaders and their teams through consistent, meaningful interactions – regardless of the working environment. This includes embracing mistakes in a no-blame culture, with 8 in 10
In a business bank account of goodwill, when leaders behave with integrity, communicate openly, and show care for their people, they make ‘deposits’ into the vault. Conversely, withdrawals occur when leaders break promises, act unfairly, or use every interaction to boost their own image rather than building trust. This is the Trust Reservoir by Robert Levering, Co-Founder of Great Place To Work® , who introduced the concept as a metaphor to describe the
accumulated emotional and relational capital built over time through consistent, respectful, and transparent interactions between leaders and their teams. For Levering, “the constant replenishing of the trust reservoir is the single most distinguishing characteristic of great workplaces.” Especially in times of crisis, leaders with a full reservoir can draw on that goodwill to maintain employee morale and engagement. In turn,
Watches of Switzerland (Large & Super Large) and Absolute Collagen (Small & Medium), two of the 2025 UK’s Best Workplaces in Retail, Hospitality & Leisure
26 uk_info@greatplacetowork.com
PRODUCED BY GREAT PLACE TO WORK UK 27
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