Accountability

Jeff McLanahan
Contributing Writer
Contributor

ACCOUNTABILITY means that we will do what we say we are going to do when we say we are going to do it.  We earn the right to hold others to a higher level of accountability by being accountable to ourselves, our customers and our business partners.

Sometimes, we confuse accountability with responsibility.  For example, we may be given the responsibility of taking calls from the customer but we are accountable for taking those calls in a professional manner and following the established policies and procedures.  Our employees may be given the responsibility of conducting a maintenance call for the homeowner, but they are accountable for hustling to and from their vehicle, projecting a professional image, building/establishing rapport and providing a world-class customer experience.

Responsibility is what someone chooses for you while accountability is what you choose to do next!

In an article titled Responsibility and Accountability, the author says “Accountability is a personal choice to rise above one’s circumstances and take the ownership necessary to achieve the desired results; See It, Own It, Solve It, Do It.”

Take a look at the key words in the statement above:

Personal choice; imagine for a moment if each and every member of your team showed up tomorrow realizing that today, accountability for the results begins with ME.

Rise above; this is the idea of focusing on what we can control and staying “Above The Line.”

Circumstances; a fact in life is that we are going to face circumstances.  When we do, there are always two choices, we can be a victim or a victor.  The choice is always ours.

Take the ownership; taking ownership implies you are doing something which gets to the heart of true ownership.  Some people often believe that ownership is simply just agreeing with someone.  We see ownership as involvement; What are you going to do?

Necessary; this is the idea of always asking “What else can I do?” to achieve the results.

Desired results; this implies that the results are clearly defined in a memorable, measurable and meaningful way.

So take control of how accountability is seen and used within your business!

We are more than halfway through the year already.  Is your business meeting the plans you set prior to the start of the year?  Are you doing what you said you were going to do?  If not, where is the shortfall?   The training of employees is an excellent way to get your teams back on track or train them to exceed the goals set for the business.  Review your training plan and ensure that everyone is clear on the execution of the plan as well as the desired results, and that they are set up for success.  For example, after a new employee has been welcomed to the team and completed their New Employee Orientation, the employee should then be scheduled for the next available Success Academy training session for their primary job function.  This training course should be followed up with practical hands-on experience when the employee returns and all work that was completed needs to be reviewed by the management/owner, even if they attended the training with the employee.  Ongoing training is also crucial and is as easy as having all employees watch the newest Success Profit Network offering each week.  All of these elements need to be completed for effective training to take place.

By following this plan with each and every employee, no matter the circumstances, we hold ourselves accountable.

By providing the proper training to our employees and clearly defining the expected results from the training, we can hold the employee accountable.

An employee without the proper training can’t be held accountable.  An employee with the proper training, can’t help but be accountable.  Have a great week!

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