Building Trust-Based Loyalty: It Can Be A Tricky Thing

Everyone at the small outpost heard it. Seconds later, after scrambling to the origin of the blast, leaders found the young soldier still staring at his weapon, startled and confused. “I don’t know what happened,” he said. “I thought it was on safe.” The glances back and forth between those present said it all; feelings of deep relief that nobody was hurt mixed with frustration. One of their own had just committed a negligent discharge with his M4 carbine.

Of all the mistakes that a soldier could make, the “ND” ranked high on the list of what-not-to-do. Not only could somebody be killed or seriously injured as the result, but it was also widely considered a sign of poor discipline. As such, every negligent discharge incident required a report to commanders at each of the “higher headquarters.” But loyalty is a funny thing on teams. It’s often misplaced or misunderstood. And such was the sense of loyalty among the members of this small team of soldiers manning a remote outpost in the mounts of Eastern Afghanistan. Loyalty, it seems, went first to the individual rather than to the greater team or to the Constitution (something bigger than themselves) they had sworn to defend. And so, out of loyalty to his soldiers, the young platoon leader let it slide. He made no report. He agreed with his team, “We’ll handle it at our level.” But the grapevine is also a funny thing.

As an experienced leader, you get it. In fact, you want your people to feel a deep sense of pride in their team. You want your people to express loyalty toward each other. You want them to trust each other. But in the story I just shared, isn’t that it? Trust rather than loyalty? Let me explain. In the story I just shared, trust is the issue, not loyalty. But claiming loyalty seems noble. In fact, after the details made their way along the grapevine, the young platoon leader defended his actions as demonstrating loyalty to his team. Maybe it was easier than saying, “Sir, I didn’t trust you enough to send the report.” “I didn’t trust that you would handle the bad news well.” “I didn’t trust that you would be fair to the soldier.” “I didn’t trust that you would still look on me favorably.” If we’re honest, we get it. But as a leader, you have to ask, “What else are you willing to overlook in the name of loyalty?” Loyalty must be multi-directional. It must go up-and-out as well as down-and-in. To achieve this level of loyalty requires a solid foundation of trust.

Loyalty is often misplaced and misunderstood. But it’s also a critical team component. Whether you lead a sports team, a business, a church, or a non-profit, you need to instill a sense of loyalty in your people. Loyalty compels people to work as a member of the team to achieve something greater than the team itself. This same sense of loyalty inspires people to stay rather than leave the team when times get tough.

If you are losing talented people, consider why. You may find that trust between the leader and the led has eroded. You may also find that they no longer understand or trust the direction you are leading your team. Loyalty absent of trust is almost impossible to maintain. Loyalty absent of trust is also a recipe for a disaster. “Let’s just handle this one at our level.”

So, how do you instill the trust-based loyalty your team needs? Well, there are countless best practices, but consider these six to get you started.

1. Manage your emotions.

To steal from a baseball analogy, “nobody bats a thousand.” When your people make mistakes (and they will), your response determines how they will behave the next time they make a mistake. There will be a next time, but you may not know about it. If it’s something you should know, perceptions about how you will react to the news may very well determine if you’re informed or not. You must be willing to underwrite honest mistakes. Of course, you will hold people accountable and to a high standard, but you don’t have to be a jerk when you’re doing it. Calm and collected responses to bad news and mistakes helps build trust-based loyalty.

2. Foster an environment of psychological safety.

When your people know you have their backs in both the thick and thin, they’re very likely to overlook the mistakes you make (and you will make them). They’re also more willing to take initiative in moments that matter. They’re more willing to push beyond their comfort zone. Their loyalty to the team also grows because they feel safe. Nobody wants to leave a team in which they feel safe enough to take the risks necessary to achieve their fullest potential.

3. Invest in your people.

In order to do this, you first need to understand what your people aspire to do as a member of your team. Demonstrate that you care for your people by having meaningful conversations about their future. Once you understand what motivates them, you’ll probably find that keeping them motivated is simple. You’ll be in a better position to delegate tasks to members of your team based on who is best suited to grow from the experience. If you do it right, your people will thrive. When team members know that you care for their futures and are willing to provide them with developmental experiences, their loyalty to the team grows. Your investment in them will increase their investment in the team. They won’t want it to fail.

4. Celebrate moving on.

Proper investment in your people may open opportunities for them to take positions of increased responsibility on another team. When this happens, celebrate it. It’s better to “equip and launch” than to “press and hold.” If your team members perceive that you are holding them back, they may become bitter. It’s tough to be loyal to a team in which you see no potential for personal growth. When your people see you celebrate others’ new opportunities, their loyalty to the team grows. They won’t want to leave. But if they do, they will remain a champion of your team’s cause.

5. Share in the hardships.

Your people want to see you where the rubber meets the road. When you share in hardships with your people, not only will you gain a better understanding of what your team is capable of, your people will gain a deeper appreciation for your leadership. The bond between the leader and the led is strengthened and loyalty is increased in these moments.

6. Share your vision.

Communicate openly. Anticipate your team’s questions and answer them before they’re asked. Knowledge is viewed as power, so share it every chance you get. Share your vision for the team’s future as well. The clearer you communicate your vision, the greater chance your people have to see and embrace it. When team members’ belief in their leaders and the team’s future grows, so does their commitment and loyalty to the team. Their loyalty becomes aligned with the team’s collective effort toward something greater than the team itself.

Loyalty. It’s a tricky thing. It’s often misplaced and misunderstood. But with the right amount of effort on your part, you’ll be able to instill the type of trust-based loyalty you know your team needs to be its best.