If you’re skipping the human connection and jumping straight to business, you’re eroding trust – and your culture.
During a recent client visit, I witnessed a moment that perfectly captured what a BetterCulture a brilliant friend, Jon Pearson, once dubbed the “Business Launch.”
As my client Anne and I walked through her office, we were intercepted by a VP – let’s call him Bill – who quickly blurted, “Anne, did you get that email on the report I need this week?” No greeting or acknowledgment of my presence. Just business.
Anne hesitated, visibly caught off guard. “Umm, yes… and Bill, this is…” she said, awkwardly introducing me. Later, I asked if that was their first interaction of the day. She nodded. Unfortunately, yes – that was his version of “Good morning.”
That interaction spoke volumes about the culture of that workplace. Culture is highly sensitive to these everyday moments, and leaders are the ones who set the tone.
Busy Is Not the Badge You Think It Is
I admit that there was a time when I was impressed by those who were “too busy” for small talk. I’d be told, “His schedule is just packed. We might squeeze you in next month…” I’d nod, grateful for the crumbs of time.
But these days? Unless it’s the actual Pope, I’m more likely to say, “Just keep my name handy – if he gets a cancellation, I can usually be available within the hour.”
Here’s what I’ve learned: the most impressive leaders aren’t the most elusive and are certainly not the most abrupt. They’re busy, sure – but they’re also accessible, respectful, and responsive. Their behavior is not arrogant and often suggests even a bit of humility.
The Problem with the ‘Business Launch’
So, what does Bill not understand? Well, a few things. First, interpersonal warmth shouldn’t be optional. Bill seems to interact with people the same way he interacts with his phone: transactionally. No pleasantries, no acknowledgment, just a command: “Anne, report. Now.”
It doesn’t take much to transform a directive into a respectful request. “Kerri, get me the Richards file” becomes, “Kerri, would you please grab the Richards file for me?” And – brace yourself – this interaction should also end with a “Thanks.”
Bill might argue that he and Kerri have an understanding. Maybe. But others watching that interaction are NOT thinking, “What a powerful and impressive leader!” Nope, they’re making a judgement of the way Bill treats his colleagues – and probably not charitably.
Personal Connection Matters
Relationships built solely on transactional task exchanges are fragile. It’s emotional depth – real, human connection – that gives relationships their resilience. When conflict hits or turbulence arises, shallow connections crack. Strong ones hold.
At BetterCulture, we know time is precious. When there’s a metaphorical fire burning, sure – get straight to the point. But those moments should be the exception, not the rule. A warm, genuine greeting like, “Hey Anne, how was your evening? Is your son doing better?” is not a waste of time. It’s an investment in culture.
Think of these moments as daily temperature checks. When you build rapport and stay attuned to your team’s state – at work and in life – you can offer support earlier, more effectively, and with greater impact.
Your Leadership Challenge
At BetterCulture, we know that culture lives in the little things – and this is one of them.
I challenge you to banish the “Business Launch” from your workplace. Take the extra minute (literally!) to interact with kindness and presence – to remember that you are not talking to your AI assistant.
Because at the end of the day, it’s not just what you ask of your people that matters – it’s how you ask it. And even more importantly – if you want to motivate and retain great people – it’s about how they feel when you ask it.
