How Actions Speak Louder Than Words: Aligning Leadership and Customer Support with Authenticity
I recently sat down for my third appearance on The Customer Support Leaders Podcast with Charlotte Ward, and we dug into a topic that truly resonates with me: how actions speak louder than words. This theme is something that we’ve touched on in various ways across my podcast appearances and on my own podcast. It’s not just a concept—it’s a pillar of how I lead, how I work with teams, and how I approach customer support.
As someone who’s been in the customer support world for over 20 years, I’ve learned that what you do matters more than what you say, whether you’re working directly with customers or managing a team. And that idea—the power of action over words—is core to how I operate both in business and in my personal life.
Building Trust Through Actions: The Backbone of Customer Support
On Epochal Growth, a recurring theme is the importance of leadership showing up in real, actionable ways. We talk a lot about how customer support teams are the frontline of any company, the ones having direct interactions with customers. But if leadership’s actions don’t align with the company’s values, that disconnect trickles down through the entire organization. It’s not enough to talk about customer-centricity—you have to live it, day in and day out, and your actions need to prove it.
In my conversation with Charlotte, we discussed how a lack of follow-through, whether intentional or not, can make people—customers and team members alike—feel undervalued. As a leader, if you fail to act on something or neglect to include the right voices, the ripple effect can be significant. And this ties back to something I often highlight on my podcast: customer support isn’t just about fixing issues. It’s about building relationships and showing that you care, both in what you say and what you do.
Leading Through Inclusion and Transparency
One of the main themes Charlotte and I explored was inclusion, which is such a key part of my personal approach to leadership. In both customer support and team dynamics, it’s crucial to include the right people in the conversation at the right time. This is something I focus on with my own teams. Whether we’re talking about a new operational strategy or a change in process, transparency and inclusion can make or break trust within an organization.
On Epochal Growth, we’ve talked about how important it is for leaders to pull people into the fold, rather than keep them at arm’s length. Especially in customer support, people need to feel like they’re part of something bigger—whether they’re on the team or a customer looking for help. When leaders are transparent about the why behind decisions, it gives everyone involved a clearer sense of direction and purpose. And when you don’t have that clarity? That’s when assumptions start to fill in the gaps, and that’s where you lose people.
I believe transparency isn’t just a leadership skill; it’s a brand value. It’s about living your values in a way that others can see. This is something I aim to embody every day —whether I’m leading a team, hosting a podcast, or speaking at an event. When you show people the why, you give them a reason to trust you.
The Ripple Effect of Customer Experience
Everything I’ve done in my career has been about building strong relationships and driving results through operational efficiency and authentic connection. From my experience on podcasts to how I approach leadership in customer support, there’s always this underlying message: what we do matters more than what we say.
On Epochal Growth, one of the things I love to explore is how small actions can have huge impacts. Whether I’m consulting, podcasting, or leading teams, I emphasize the importance of intentional action. It’s about understanding that every decision, every conversation, and every interaction is a reflection of you, your leadership style, and your commitment to the people you serve.
In the same way that I encourage leaders to take ownership of their actions, I hold myself to that same standard. Whether it’s ensuring my podcast reflects my values or building teams that are aligned with company goals, I try to embody the principles of accountability, transparency, and inclusion that I talk about.
Showing Up for Your Customers and Your Team
At the core of both customer support and leadership is one thing: showing up. Whether it’s a customer who needs help or a team member who feels disconnected, your actions define your relationships. This idea, which we discussed on The Customer Support Leaders Podcast, is something I return to again and again on What’s Next in Queue. You can’t build trust or strong relationships by just talking—you have to show up consistently and back your words with action.
For me, this isn’t just a work philosophy. It’s how I show up in the world. If you’ve followed me across various platforms or listened to my podcast, you’ve probably noticed that I’m all about leading by example. I believe in holding myself accountable, practicing what I preach, and making sure that what I say is backed by what I do.
Final Thoughts: Aligning Words and Actions
At the end of the day, what I want people to take away from time spent with me is this: actions speak louder than words. It’s a simple truth, but one that’s often overlooked. If you want to build lasting relationships—whether with your team, your customers, or your audience—you need to make sure your actions align with your values.
And if there’s one thing I aim to do in my career, my podcast, and in any interaction I have with others, it’s to show that actions, not words, are what build trust and drive real change.
