Running a business and managing employees isn’t about making popular decisions, it’s about you making the right ones. However, how do you get everyone on your team fully on board? Is everyone on your team on board regarding your customer experience and what you want it to look like? Or does your staff and team just go through the motions, not really buying-in to your message. When I help my clients, business owners and leaders make good decisions; they create alignment, foster trust, and make sure their teams are committed to moving forward together, even when the path is difficult.
Ask yourself this question. Could the people around you be the reason your business or team isn’t thriving? Who’s really in your corner? Can you fully trust your staff and team to have your back when it matters most? The right people can make you—or break you.
The first step in securing buy-in is providing absolute clarity. People resist decisions they don’t understand. When leaders fail to clearly communicate why a tough decision, or policy or values are absolutely necessary, it leaves room for doubt, misinterpretation, and resistance.
Are you a leader who keeps decisions vague, hoping that people will just comply?
Are you a leader who drives real results, and enables and fosters clarity at every level?
Clarity isn’t just about explaining the decision itself; it’s about making sure the team understands the broader context. What problem is being solved? What are the risks of inaction? What does success look like? When you can articulate these points with confidence, it reduces uncertainty and helps the team see the bigger picture.
People are more likely to support what they help create. Leaders who involve their teams early in the decision-making process generate stronger commitment and engagement. This doesn’t mean every decision is up for debate, but it does mean that you should seek input, listen to their concerns, and make people feel heard.
One of the biggest mistakes you can make is assuming that announcing a decision is enough. It’s not. Real buy-in happens when your team members feel like active participants rather than passive recipients. This is where bottom-up feedback is critical. When your team can contribute insights, challenge assumptions, and see their input reflected in the final plan, they take ownership of the outcome.
COMMUNICATION: Explaining the ‘Why’ and the ‘What Now’
Change causes fears and people naturally resist what they don’t understand. That’s why great leaders don’t just tell people what’s happening, they explain why it matters and how it will work.
Your people are more willing to accept change when they clearly understand its purpose and impact. A leader who simply announces a new initiative or policy without explaining why, will invite skepticism, but a leader who connects the decision to a larger mission acknowledges concerns and outlines the next steps making it easier for teams to understand and embrace it.
Key elements of strong communication include:
- Transparency: Address concerns head-on rather than avoiding tough questions.
- Consistency: Reinforce the message often so it doesn’t fade after the initial announcement.
- Empathy: Recognize that change is hard and validate the team’s emotions while guiding them forward.
Buy-in isn’t a one-time event, it’s a continuous process. Once a decision is made, leaders must reinforce it through ongoing conversations, adjustments, and real-time problem-solving. This means:
- Regular check-ins to verify and address roadblocks.
- Recognizing and celebrating progress to maintain momentum.
- Staying adaptable; if something isn’t working, being willing to adjust without abandoning the goal.
The biggest mistake leaders make is assuming that initial buy-in guarantees long-term commitment. It doesn’t. People need to see that the decision leads to meaningful results. If leaders ignore feedback, fail to track progress, or refuse to acknowledge challenges, buy-in erodes quickly.
Next time you face a tough decision, ask yourself: Have I provided clarity? Have I invited involvement? Have I communicated the why and the how? Am I committed to follow through? If the answer to any of these is no, go back and reinforce these pillars of leadership. Good luck!
John Formica is America’s and Australia’s Customer Experience Coach, team culture experience expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty. For information on customer experience programs, leadership training, team culture, business growth, how to find and hire great people and tailored training programs just for you or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.