We live in times when talent is more abundant than ever, but also more difficult to retain, motivate, and develop. The reason? Many environments continue to operate with power patterns that block trust and stifle initiative. It’s time to replace imposition with collaboration, fear with certainty, and obedience with commitment.

In a talk as clear as it is courageous, consultant Alejandro Molina reminds us that a group doesn’t become a team by decree, but by shared decision. And that decision begins with breaking the toxic dynamics that are often inherited without question: emotional blackmail, threats, revenge, fear of making mistakes…

True leadership does not impose: it proposes.

One of the most revealing concepts Molina raises is the psychological contract: a kind of unwritten pact that defines what we expect from each other within a team. When this contract isn’t discussed, it’s assumed. And when it’s assumed, it fails. So how can we build a strong service culture if confusion, overload, or mistrust reigns within the team?

The answer lies in something we constantly promote at Marketing and Services: the need to align the promise with the experience, and that starts within the team. If those serving don’t feel valued, heard, or recognized, the customer will notice it sooner or later.

Certainty, confidence and consistency

Alejandro encourages us to practice a powerful tool: speaking with certainty. Replacing “yes, but…” with a period. Saying “thank you” without adding conditions. Affirming clearly and without fear. Inner certainty fuels motivation, innovation, and extraordinary service.

Likewise, identifying and transforming toxic attitudes—starting with our own—is an act of responsibility that improves the environment, communication, and, by extension, the quality of service.

What if we dared to truly collaborate?

At Marketing and Services, we believe that true change begins when people look at each other honestly, listen openly, and decide to walk together. The silent transformation of a team that lets go of power to embrace collaboration is the first step toward changing the experience of those around us.

Every conversation clear.

Every sincere thank you.

Each explicit psychological contract.

Every toxic pattern we leave behind…

Everything counts in this mission that we share with you:

👉 #ServeToImproveTheWorld

Would you like to apply this reflection to your team? Try dynamics that strengthen collaboration and certainty? Let us know in the comments or share this post with others who also believe that another way of leading, serving, and living together is possible.

José María Sánchez Villa