Make others’ problems your problems

I picked up a book about Trek — the cycling company — expecting stories about bikes.

What I found was a culture, brand, and leadership philosophy built on something deeper.

Trek’s “6 Rules of Hospitality” were written for their #trekbikes customer service team — but they read like a blueprint for leadership.

Because real leadership isn’t just about delivering outcomes. It’s about showing up with empathy, presence, and heart.

Their first rule?
Make others’ problems your problems.

Trek puts it this way:
“Empathy is everything. If your customer has a race this weekend, you have a race this weekend. If your customer has a flat, you have a flat.”

That line hit me. Because in leadership, it’s not just about customers — it’s about the people we lead.

• If your team is overwhelmed, are you in it with them?

• If your peer is stuck, are you showing up — or stepping back?

The final line from Trek’s guidance says it all:
“When someone senses they’re not alone when they’re communicating with you, they’ll remember you as someone who made them feel valued.”

That’s not just good service. THAT’S LISTENING. And, that’s good leadership.
It’s how you build trust. It’s how you model care.
And it’s how you lead with your heart.

#ExecutiveCoach #LeadershipCoaching #LeadWithEmpathy #TrekBikes