Everyday Instructional Coaching. Nathan D. Lang

and vulnerability with their clients, leaders can build radical levels of trust and loyalty that far surpass anything they have previously experienced. Uniquely, this degree of service questions the traditional approach of service providers, trying to convince their customers that they know all the right answers and that they don’t make mistakes. Customers find this “perfect” persona inauthentic and often manipulative.

      Why do people resist being transparent? They resist because of fear. Lencioni (2010) specifies three fears that, if not addressed, create barriers against trust, loyalty, and transparency between organizations and their customers.