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Trust and Track (Leadership Model)

The Trust and Track Leadership Model is a leadership paradigm developed by Nick Sarillo, founder of Nick’s Pizza & Pub and author of the book A Slice of the Pie. Sarillo began introducing elements of the theory in his suburban Chicago restaurants in 2002. It was officially named Trust and Track: A New Approach to Small Business Success (Change This 99.04), following an observation by Bo Burlingham, editor at large, Inc. Magazine and author of the book, Small Giants, in 2012 while chronicling the unique and successful culture of Sarillo’s team.

At the core of Trust-and-Track is a belief that people, well-trained and cared for, will promote their own growth, and so, the success of the business. This method focuses on employee empowerment and intrinsic motivation as a means of generating their loyalty to the business, promoting exceptional performance and discretionary effort. It contrasts the theory of [and control], which requires a high level of managerial control over employee work practices.

Trust– is characterized by giving employees at all levels the space to grow into their roles and develop their own styles within the framework of the organization.

Track– is characterized by providing employees intensive, ongoing training, coaching, observation and real-time feedback to help them increase their skills and achieve their personal goals.

The Seven Essential Elements

The Trust and Track leadership model comprises the following fundamentals:

Belief that people want to do their best
Explicit purpose and values
Reciprocal, clear feedback system
Training / System of advancement
Leadership development programs
Fiscal inclusion (open books)
Self awareness / Humility
Numbered list item

Trust-based Culture

Orientation and ongoing, on-the-job training provide employees with the skills, knowledge and tools to make independent business decisions in the workplace. These include: basic communication skills and problem-solving processes that equip them to filter decisions through the prism of the company’s purpose and values; operations cards that delineate specific tasks with the freedom to customize; and feedback models that support relationship and team.

Managers receive training in observing, assessing and coaching individual performance. By providing feedback in the moment, they leverage mistakes as learning opportunities with immediate and lasting impact.

Employee confidence fosters individual initiative and contributions within the framework of the business. Unscripted behavior creates a high-performance culture by leveraging the talents of individuals within the team in support of overall performance. According to Sarillo, “In letting go of some control—the trust part of trust- and-track—you unleash your workforce’s natural passion and allow great things to happen. “

Ongoing fiscal transparency (a.k.a. open books) and sharing of forecasting tools not only cultivate ownership in the business, but also, teaches employees financial literacy.

Tracking Performance & Progress

Candor about available roles and positions allows employees, as trusted individual contributors, to pursue a program of extensive and progressive internal certifications as a means of earning salary increases and advancing their careers. In the workplace, managers observe and coach for preferred behaviors, using a four-step feedback model that builds on the positive behaviors displayed first.

Effects on employee retention

Since 2002, Sarillo’s restaurants have experienced: consistently low turnover, improved employee engagement, and increased customer satisfaction and loyalty. His pizza company is one of the top 10 busiest independent operators in the United States, and financial metrics bear out the success of the Trust and Track Leadership Model.

Reception

The Trust and Track Leadership Model has been featured in news articles in Inc. Magazine (February 2010), Newsweek (July 5, Aug. 2, 2005), and the NBC Nightly News (Oct, 10, 2011), as well as national Ted Talks (Dec. 2, 2013) presented by Sarillo.

Influences

http://en.wiki.x.io/wiki/Frederick_Winslow_Taylor

http://en.wiki.x.io/wiki/Learning_organization

Further reading

• Man's Search for Meaning, by Viktor E. Frankl, Beacon Press, Jun 1, 2006
• The Fifth Discipline: The Art and Practice of the Learning Organization, by Peter M. Senge, Published by Crown Publishing
• Emotional Intelligence: Why It Can Matter More Than IQ, by Daniel Goleman , Published by Random House Publishing
• Resonant Leadership: Renewing Yourself and Connecting with Others Through Mindfulness, Hope and Compassion, by Richard Boyatzis and Annie McKee, Harvard Business Press.
• Built to Last: Successful Habits of Visionary Companies, by Jim Collins and Jerry I. Porras, Harper Collins