The First Key to Building a Great Team: Connection

When it comes to building strong teams and unforgettable customer experiences, I believe there are three pillars: connection, clarity, and culture.

In this post, I want to focus on the first, connection. Because in my experience, it’s where everything begins. Without connection, nothing else sticks.

Connection Starts at “Hello”

It begins the moment someone steps into your business, whether they’re a customer or a potential team member. But let’s talk about employees for a moment.

The hiring process is where connection starts. Not with rigid questions or checkbox forms, but by creating an interview environment where people can actually be themselves—where they feel safe to talk about who they are, what they want, and what they’re hoping this job might lead to.

Ask about their goals. Listen to their story. Share a little of your own. You’re not just hiring a skill set—you’re building a relationship.

You want to know if its a good fit for you AND for them. The key - let them talk. If they talk long enough, they'll begin to drop clues that point like a compass to their true self. So don't rush, hire slow. Its much more cost effective in the long run.

Show Genuine Interest

Once someone joins your team, connection deepens through attention and care. A simple, powerful way to do this?

Learn the names of the people or things that matter to them: their spouse, children, pets, or hobbies.

Bring those names into your conversations. You’ll see how their face lights up when you remember something that matters to them.

Small details like these make a big impact.

Stay Involved

Real connection isn’t one-and-done—it’s maintained. That’s why I highly recommend holding regular

1-on-1 check-ins with your employees. These can be weekly, monthly, or quarterly—but they should be consistent.

Ask how they’re doing. Ask if they’re facing any challenges. Ask what support they need to move forward.

These check-ins are also a great time to gently correct small issues or offer guidance—before it snowballs into a problem or becomes a surprise at review time.

When your team feels heard, seen, and supported, their engagement and performance naturally rise.

Catch Them Doing It Right

One of the simplest, most powerful habits you can build as a leader?

Catch your people doing something right and recognize them publicly.

Whether it’s a shoutout in a team meeting or a quick thank-you on the floor, acknowledging effort and excellence in the moment fuels morale and motivates future success.

This is how connection takes root. Next time, we’ll dig into the second pillar: clarity - how to create the direction and expectations your team needs to thrive.

Until then, if you'd like to talk about how to build a more connected, committed team, I’m here to help.

Jim Heinz
Customer Service & Team Development Consultant
🌐 jimheinzconsulting.com
🔗 Connect with me on LinkedIn