Last updated on Jul 10, 2024

Your team's values clash with a client request. How do you uphold servant leadership principles?

When your team's values are at odds with a client's request, it can put you in a tight spot. As someone who practices servant leadership—a philosophy where the leader's main goal is to serve—you might find yourself navigating tricky waters. Servant leadership is about prioritizing the growth and well-being of your team and the communities to which you belong. It's about fostering a culture where the team's values are not just words on a wall but principles that guide decision-making. Upholding these principles when a client's request clashes with your team's values is a true test of leadership.

1 Recognize Conflict

Recognizing the conflict between your team's values and a client's request is the first step in managing the situation. As a servant leader, you must be attuned to your team's feelings and concerns. Listen actively to their perspectives, acknowledging the discomfort and ethical dilemmas they might face. This process isn't just about identifying the problem; it's about validating your team's commitment to their values and reinforcing the importance of those values within your organizational culture.

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Arpan Roy

Leadership Development Specialist, Helping Emerging Leaders and Middle Managers Lead with Impact, Industry Mentor, Workshop Facilitation, International Speaker, Amazon best-selling author
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It’s important to understand and live by your core values. If there is a client request that conflicts with your team’s values, if you compromise on those values to meet the client request, it could set an unhealthy precedent. At the same time, you’ve got to look after the client as well. It’s vital to understand what the conflict is and bring in a win-win mindset. What are some of the non-negotiables from your team’s perspective? Communicate that clearly with the client and see how you can fulfill their request without going against those values.

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2 Evaluate Impact

Once the conflict is acknowledged, evaluate the potential impact on all stakeholders. Consider how acceding to the client's request might affect your team's morale, your company's reputation, and the trust you've built with your clientele. As a servant leader, you're committed to a long-term vision that includes the well-being of your team and community. Decisions should be weighed against this vision, not just immediate gains or losses.

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3 Open Dialogue

Opening a dialogue with your client is crucial. Approach the conversation with empathy and a clear understanding of your team's stance. Explain your team's values and why they are incompatible with the request. A servant leader acts as a bridge between the team and the client, striving for a solution that respects both parties' principles. It's an opportunity to educate the client about your company's values and to seek a compromise that upholds these values without sacrificing the client relationship.

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Rakesh Mehta, PMP

Delivery Leader / Strategic Thinker/ Speaker / Adobe Commerce Certified Business Practitioner / Linkedin Top Leadership Voice
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When there's a conflict between what your team values and what a client wants, start by clearly saying what those values are and why they're important. Then, find a way for both you and the client to get what you want. Communicate openly and compromise where necessary. This way, everyone wins.

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4 Empower Decision

Empower your team by involving them in the decision-making process. Servant leadership is about giving your team agency and respecting their input. By collectively discussing possible courses of action, you not only show respect for their values but also encourage ownership of the final decision. This collaborative approach can lead to innovative solutions that might satisfy both your team's and the client's needs.

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5 Implement Solution

Implementing the agreed-upon solution requires careful planning and communication. As a servant leader, your role is to ensure that the execution aligns with the team's values and the negotiated terms with the client. This might involve setting clear boundaries, assigning responsibilities, and monitoring the outcomes to ensure they meet everyone's expectations. It's also a time to support your team through any changes that result from this resolution.

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6 Reflect and Learn

Finally, reflecting on the experience and extracting lessons is vital for future conflicts. What worked well? What could have been handled differently? Servant leadership is about continuous improvement and learning from every situation. Encouraging your team to share their insights and takeaways strengthens their commitment to their values and prepares everyone for similar challenges ahead.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your team's values clash with a client request. How do you uphold servant leadership principles?

1

2

3

4

5

6

7

1 Recognize Conflict

2 Evaluate Impact

3 Open Dialogue

4 Empower Decision

5 Implement Solution

6 Reflect and Learn

7 Here’s what else to consider

Servant Leadership

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Your team's values clash with a client request. How do you uphold servant leadership principles?

1

2

3

4

5

6

7

1 Recognize Conflict

2 Evaluate Impact

3 Open Dialogue

4 Empower Decision

5 Implement Solution

6 Reflect and Learn

7 Here’s what else to consider

Servant Leadership

Rate this article

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