In a recent blog post, author Tom Feeney, president of Safelite AutoGlass®, mentions overhearing a dispute between an airport gate agent and a customer, in which the agent said, "Look, I have to follow the rules or I'll lose my job."

As customers, we've all experienced this barrier at one time or another. Could there be a chance that your employees would say the same thing? Are your employees empowered to create a positive, memorable experience for the customer, or does your customer experience suffer because your employee must "follow the rules?"

Feeney says that the only way to allow our employees to live the brand is to empower them to go above and beyond to create a great experience for customers. And the first step in this process is trust. He says that as leaders, we need to ask: Do my employees feel safe to do what's right for our customers? If they feel it, our customers will feel it.

Feeney shares these three simple behaviors to help build trust:

Tell the truth. It sounds simple, but transparency is key to a positive organization. Don't keep people in the dark— whether it's good or bad news. Let them know how things are going and how they can contribute. Admit to your mistakes. Give credit where credit is due. Share the facts. Most of all, you should let people know where they stand.

Mind your shadow. As a leader, you cast a shadow and people are watching. Employees take their behavioral cues from what they see. If you dictate and direct, they'll take that cue from you. If you don't care, they won't either. Watch the behavior that you model. This is simple in concept, but not always in practice, especially when you're under stress.

Pay it forward. When you show trust and give people a chance, they are more inclined to go above and beyond to show that your trust is well placed. They are also more likely to show trust in you and in others. That's how pay it forward works; it's contagious.

Source: Tom Feeney is the president and CEO of Safelite AutoGlass®. In his 27 years with Safelite Group, Inc., Feeney has been instrumental in establishing the company as a nationally known brand.