Building Trust Between Frontline Employees and Leadership

Tips To Foster Frontline Employee Engagement

Engaging frontline employees is a good way to increase profits and improve the customer experience. Why? Because they are the first people a customer talks to. Employees who feel connected to their organization’s culture are 3.7 times more likely to be engaged at work and 55% less likely to look for a different job, resulting in significant increases in employee satisfaction, productivity, and loyalty, as well as improved customer ratings and business outcomes.

In frontline industries like transportation, logistics, and warehousing, the workforce is dispersed and relies on labor from deskless workers. The best strategy to engage frontline workers is to build trust between employees and leaders.

Trust in management can significantly reduce job-related stress for frontline workers, knowing that they are supported and valued at work, and that they will always be treated fairly. Trust also fosters a sense of pride and ownership in their roles, leading to more positive work experiences, and in turn, positive customer experiences. In many industries, frontline workers are also responsible for compliance with safety regulations and operational procedures. Trust in the organization’s commitment to safety and proper procedures ensures better compliance and a safer work environment.

Bottom line: A positive work experience starts and ends with trust.

How To Engage Frontline Employees?

To build trust between frontline employees and leadership, today’s leaders must start by creating a workplace culture where all employees feel valued, respected, and supported. Here are some practical ways to foster trust and build a high-performing, employee-centric workplace culture.

1. Be Consistent

Leaders at all levels should always act with integrity and consistency. They should epitomize the organization’s values and ethical standards, serving as an everyday demonstration of what the company stands for.

Consistency in leadership behavior creates predictable and stable work environments, essential for trust. Leadership consistency comes to life in big ways, like providing fair promotions and equitable growth opportunities across the workforce, and small ways, like being reliably available during the work day.

Ethical and consistent leadership fosters a strong sense of respect and trust throughout the organization, positively influencing employee satisfaction and building healthy company culture.

2. Promote Transparency in Decision-Making

Share information about the company’s goals, challenges, and reasons behind major decisions. Use regular meetings, newsletters, and internal forums to communicate updates.

Transparency demystifies company decisions, giving employees context and rationale behind leadership actions. In these communications, honesty should always lead the way, with leaders being open about successes and failures as much as possible. When employees understand the “why” behind decisions, they’re more likely to trust and support them.

3. Invest in Employee Development and Growth

Providing opportunities for professional development and career growth shows employees that the organization is invested in their future. This can include training programs and mentorship opportunities, as well as clear paths for advancement.

This investment shows employees they are valued not just for their current contributions but also for their long-term potential, establishing a mutual area of interest for both the company and the worker. When employees see their workplace as a space for personal and professional growth, they’re more likely to remain engaged and motivated, trusting that their employer will always do right by them.

4. Facilitate Open and Anonymous Communication

With tools like WorkHound, today’s leaders can create a channel for employees to share feedback anonymously, creating a safe space for engagement and a critical resource for improving the employee experience. With anonymous sharing, workers can voice concerns, suggestions, or experiences that they might hesitate to express openly, giving leaders a unique opportunity to fix workplace issues that would otherwise remain unknown and unsolved.

When leaders can address such feedback in meaningful ways, it demonstrates integrity and builds trust, proving that leadership values employees and their input.

Trust is the cornerstone of a thriving frontline workforce and the foundation upon which a healthy company culture is built. By demonstrating ethical and consistent leadership, promoting transparent decision-making, investing in employee development, and facilitating open communication with tools like WorkHound, leaders can create a work environment where frontline employees feel valued, respected, and supported.

Discover how WorkHound can transform your communication strategy, foster a culture of trust, and drive meaningful engagement in your organization. Contact us today for a free demo.

Let's Build Better Workplaces Together

Revolutionize your company culture and your worker retention rates by improving communication and engagement.

Book a Demo