Six Steps to Make Your Staff More Accountable
One of the most powerful steps is developing accountability statements. These statements are developed by the team and reflect the accountability goals of the department.
(Boonton, NJ, February 20, 2014) If the people on your team dont always behave the way they should or if they are making promises they dont keep, then your team may have a problem with accountability.
Can you change that? Can you instill a sense of ownership and responsibility in team members?
Julie Miller and Brian Bedford, authors of Culture Without Accountability: WTF? Whats the Fix? believe that you can.
They have identified six distinct steps that management can take to help team members develop a strong sense of ownership in their work and a willingness to accept the consequences of their actions.
One of the most powerful steps is developing accountability statements. The service team can work together to develop a series of statements that reflect the accountability goals of the department. These might include:
- Always do what you say you will do.
- Always tell the truth.
- Bring issues or problems up as you discover them.
Some teams may find it more useful to think of their accountability goals in terms of dos and donts such as:
- Do be open, honest, and truthful.
- Don’t make excuses.
Details on all six steps to creating a culture of accountability appear in the February issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.