The 90th Percentile: An Unconventional Leadership Podcast Episode 157: Team Trust at BJ’s Wholesale Club with Scott Schmadeke
Details
Trust is the foundation of any high-performing team, but in today’s fast-paced, uncertain business environment, building and maintaining trust has become more challenging than ever. Research shows that trust isn’t just a “nice-to-have”—it’s a leadership behavior that impacts everything from team collaboration to overall business performance. So, how can organizations create a culture where trust thrives?
In this episode, we’re joined by Scott Schmadeke, Executive Vice President and Chief Operations Officer at BJ’s Wholesale. Since joining BJ’s in 2018, he has played a critical role in expanding field and fresh operations, overseeing distribution transitions, and driving key growth initiatives. With deep experience in retail and grocery operations, including leadership roles at Albertsons and Safeway, Scott brings a wealth of knowledge on how trust impacts both teams and large-scale operations.
We’ll dive into the role of trust in leadership, how trust influences team performance, and the strategies Scott and his team use to embed trust into BJ’s Wholesale’s culture. Whether you’re in HR, organizational development, or leadership development, you’ll walk away with practical insights on how to build and sustain trust in your teams.
Learn more about Zenger Folkman Team Trust program.
Key Learnings
1. Trust Is Contagious, But Not Easily Built
Scott emphasized that trust spreads within an organization much like it does in personal relationships—it develops over time through consistent behaviors, transparency, and reliability. However, he also cautioned that trust can be fragile and easily derailed if not nurtured.
2. The Link Between Trust and Business Performance
Scott shared insights from BJ’s engagement surveys, revealing that clubs with higher levels of trust also tended to perform better. He noted that trust impacts coaching, team collaboration, and overall business success, making it a critical driver for high-performing teams.
3. Consistency Is the Hardest Trust Factor to Maintain
Among the three key levers of trust—relationships, expertise, and consistency—Scott identified consistency as the most challenging to sustain. In the fast-paced retail environment, pressures can cause lapses in consistency, which can erode trust. He emphasized the need for repeatable messaging and clear priorities to maintain stability.
4. Trust as a Competitive Advantage in Crisis Management
Discussing challenges like the COVID-19 pandemic and supply chain disruptions (such as egg shortages), Scott highlighted how BJ’s built trust with team members and customers by focusing on transparency, proactive communication, and reliability. He stressed that crisis moments are the ultimate test of trust and can either strengthen or weaken an organization’s culture.
5. Practical Steps for HR and Organizational Leaders
For HR and organizational development professionals looking to embed trust in their culture, Scott advised moving beyond rhetoric and ensuring trust is reflected in leadership behaviors, decision-making, and business practices. He highlighted the importance of structured coaching, clear communication, and ensuring team members understand their roles and expectations.
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