In this episode of Epochal Growth, I had the so much fun chatting with Hilary Dudek, head of customer experience at Gamma. We dove into one of the most important topics for professionals today—setting and maintaining boundaries at work. Hilary brought a wealth of knowledge from her experience, and together, we discussed how to navigate this critical aspect of leadership and life.

1. Setting Boundaries to Protect Your Energy

One of the key points Hilary shared was the importance of creating boundaries to protect your personal energy, especially in emotionally demanding fields like customer service. Both Hilary and I have seen firsthand how easy it is to give all of yourself to the customer and, in doing so, burn out. It’s tempting to take everything personally, but as Hilary said:

“You shouldn’t close your laptop at the end of the day and bring those stories home with you... you should have a barrier.”
— Hilary Dudek

This really resonated with me because I, too, have struggled with separating myself from difficult work situations. We agreed that it takes practice, but learning to establish those boundaries is crucial for both mental and emotional well-being.

2. Leading by Example: Empathy and Support

Hilary and I discussed how leaders play an essential role in creating a supportive environment where boundaries are respected. Hilary’s leadership style focuses on fostering trust and letting her team know that they don’t need to tolerate mistreatment from customers. She shared that one of the ways she supports her team is by creating a space where they feel safe to call for help when they need it.

“There’s no way that anyone is going to treat my team poorly. As a leader, you have to step in and give your team the freedom to say, ‘I need help,’ when things get too tough.”
— Hilary Dudek

Her zero-tolerance approach to abusive behavior reminded me of the importance of empowering our teams to feel valued and protected.

3. Building Trust with Your Team

One of the most powerful takeaways from this episode was the role trust plays in establishing and maintaining boundaries. Hilary emphasized how critical it is for leaders to follow through on their promises and jump in when necessary. It’s not just about saying the right things; it’s about putting those words into action.

“It’s one thing to say you support your team, but if you’re not actually stepping in to help, it’s meaningless.”
— Hilary Dudek

I’ve seen this in my own experience as well—leadership is about showing up for your people and helping them feel confident that they can set boundaries without fear of repercussions.

4. The Role of Boundaries in Self-Worth

Hilary also spoke about how establishing boundaries can have a significant impact on our self-esteem and sense of self-worth. If we don’t set clear limits, it’s easy to let negative interactions or unrealistic expectations chip away at our confidence.

“Every day you let others speak poorly to you or impact your energy, it can erode your self-esteem. It’s up to leaders to step in and give their team the space to breathe.”
— Hilary Dudek

This point stuck with me because it’s a reminder that we need to take care of our own mental health, even when we’re striving to provide excellent service.

5. Navigating Leadership in Remote Teams

Since Hilary manages a remote team with a BPO, she touched on the unique challenges of setting boundaries and leading a team from afar. Communication and trust are even more important in these settings. Hilary shared that her approach has been to build strong relationships with her BPO’s team leader, keeping communication lines open and fostering a sense of partnership.

“A lot of what I do is maintain close communication with the team lead... We Slack all the time and work together to make sure everyone is supported.”
— Hilary Dudek

In the increasingly remote world we live in, building trust across teams and maintaining boundaries remotely is something many of us are learning to navigate.

6. Introducing Boundaries into Company Culture

We wrapped up our conversation by discussing the broader impact of creating a culture that respects boundaries. It’s not just about individual actions—it’s about setting the tone for the entire organization. Hilary and I agreed that when companies build boundaries into their culture, it can create a ripple effect that extends to customers and other stakeholders.

“We have boundaries in support, and maybe it’ll trickle out to our customers too, helping them understand that it’s okay to slow down and set their own limits.”
— Sarah Caminiti

The idea of shaping workplace culture to encourage healthier boundaries for everyone, from employees to customers, is something I’m excited to explore further in future episodes.

Key Takeaways from the Episode:

1. Boundaries Protect Your Well-Being – Set clear boundaries to safeguard your mental and emotional energy, especially in demanding jobs.

2. Leaders Must Lead by Example – Leadership is about more than words—it’s about stepping in when needed and showing your team that their well-being matters.

3. Boundaries Impact Self-Worth – Without boundaries, it’s easy for negative interactions to erode your self-esteem. Protect your confidence by standing firm in your limits.

4. Trust is Crucial for Team Success – Strong communication and trust are key to creating a supportive environment, especially in remote or outsourced teams.

5. Create a Culture of Boundaries – Embedding boundaries into company culture can create a healthier, more sustainable workplace for everyone involved.

Conclusion: My conversation with Hilary Dudek was a refreshing reminder of the power of boundaries in both our personal and professional lives. Hilary’s insights into leadership, trust, and self-care are lessons we can all take with us as we navigate our careers. Whether you’re a leader, team member, or customer service professional, remember that boundaries are not about saying no—they’re about creating space to thrive.

Thanks for tuning in, and I hope you found this episode as valuable as I did. If you did, don’t forget to subscribe, leave a review, and share it with others who might benefit from Hilary’s wisdom!