On the other hand … when there is a personal commitment to an “it’s all of us” relationship … when the leader does model that value, is personally committed to it, and makes sure it is a personal accountability to every person on the team… an amazing thing happens. Everyone on the team buys into “It’s all of us,” regardless of the role that individual plays … and every member of the team becomes accountable to every other member.
The big takeaways here for leaders are: make good on your commitments to your customers and your employees; take appropriate action even when people you don’t employ make mistakes; and focus on always making decisions around what you say you believe and value.
• What is possible in an organizational culture when you consistently show, not just with words but with actions, how much you truly care about people?
• What lessons are you teaching your people about how they should interact with customers … by how you interact with them?
• What happens in an organization when accountability in the workplace is the goal and leadership accepts the responsibility to have accountability start with them?
Many organizations focus so much on how their employees are going to treat the customer that they make a classic mistake: They fail to address the equally important issue of how the organization’s people treat each other. Leaders in these companies often overlook one of the secret weapons of accountability in the workplace … namely, transparency.