Transparency Is the Best Policy
Mark Twain is quoted as saying, “Trust arrives on foot, but leaves on horseback.” Trust takes time to earn, but can be lost in an instant.
At Credera, we desire to build strong, high-trust relationships with our clients and co-workers. Over time, we’ve learned transparency, honesty, and consistency are the foundation of trust in any relationship.
While transparency is not an official core value at Credera, it certainly drives the way we do business and interact with one another. Transparency starts with leadership.
For example, once a month, Credera’s CEO, Rob Borrego, hosts a company-wide fireside chat. During this meeting he openly shares company financials and employee updates. When someone leaves the firm, Rob takes the time to inform the company and respectfully explains why that person has moved on.
At other organizations I’ve worked with, departures are often a topic that was brushed under the rug and finances were only openly discussed at the board level. But at Credera, the partners are honest and open whether the news is positive or negative. Their transparency fosters respect, confidence, and trust among Credera’s employees.
Honesty and transparency are also guiding principles when it comes to client interactions. During sales cycles, we are quick to share when a project is not in Credera’s sweet spot—even if it means losing the business. Our leaders deliver guidance based on the right direction for the client, even if the guidance is not the most popular. We believe it is more important to be transparent and helpful than win a relationship that lacks authenticity.
Finally, transparency is critical when handling conflict resolution. Probably the greatest lesson I’ve learned in my two years at Credera is the importance of healthy conflict management. Time after time I have watched leaders openly confront an issue, humbly own their part in the conflict, and eventually resolve it—usually with a stronger, healthier foundation to their relationship moving forward.
Because we are all human, mistakes and conflict happen regularly. From following other’s examples, I’ve learned it is important to be quick to be transparent when mistakes are made. I love hearing stories of brave co-workers who have been transparent with clients about an issue or error. Ironically those are the clients we tend to have the best relationships with after the issue has been resolved!
It may not be easy or comfortable, but we’ve decided transparency is the best policy.
How is transparency modeled in your organization?