May 2003

The Recommendation for "Working On It" - Professor S.I Hayakawa, former United States Senator, defines accountability as the agreement between mature or able people to discharge exacting duties and to perform capably despite unforeseen obstacles.

Michael Gerber, author of The EMyth, defines accountability as the unwavering commitment to deliver agreed-upon results.

Last month's column stirred many souls. At both the IKECA Conference Keynote Address and Business Networks 21 Business Development session, accountability was a very hot topic. Like most, the questions around accountability always start with "he won't do this, she won't do that".

Many of you have heard my story of driving from Atlanta, GA to Portland, OR on September 12, the day after the infamous event. I rented a car and reviewed a map to plot the drive across America. Why? If I were to come across a road closure, I could simply re-plot the drive since I knew my destination. Simply put, it avoids a walkabout around the country. (Remember the last time you were lost and the person next to you suggested you check the map?) Checking the map allows a decision to be made in the context of the destination verses an unplanned decision, which may or may not be in the right direction. With the planned decision, the impact of the road closure allows many changes to occur logically and efficiently. With an unplanned decision, who knows the impact of the change to the ultimate goal - you're too busy looking around for the next turn! It is the business owner's accountability to make tactical decisions based on the strategic goal. It is your accountability in both your business and your life.

Why the story again? Without a map, employees simply will do what they want to do in the moment. What is required for both employee and Company success is the map. The map consists of the Company's Strategic Objective, Employee Position Agreements, an Operations Manual comprised of individual Desk Manuals, Exception Reports and Standard Operating Procedures. You are the Leader of your Company. You are accountable for the map and the setting of goals consistent with the map.

Sound daunting? Not if you create a shift in consciousness to make the plan, stick to the plan and execute the plan. You spend time each day in your business. What are you doing - taking calls; hearing the same questions; wondering how to get from where you are to somewhere else, doing this and doing that?

Your employees mirror the way you conduct yourself in spirit, action, and vision. Words on a wall, on a piece of paper or from one's mouth have no effect on how your business operates. Creating goals, fulfilling standards, holding others responsible is your accountability. How you are, how you act, and how you honor that which you preach is your accountability. Then, and only then, will you be able to effectively hold others accountable for their actions.

"My sales person isn't successful," states one attendee. Do they have a Position Agreement? Do they have production standards? Do they regularly and consistently report on their activities? Do you give due dates for assignments? Do you follow-up on the due dates? Have you reviewed the engineering of the sales process? Meaning, before the sale comes the presentation, before the presentation the contact, before the contact the advertising, before the advertising the demographic list. Do you or your sales person know the conversion rates at each step of the process? Do you have a benchmarked sales system? Or, do you hear something like "I called and they weren't available; they were busy; they like their existing service/product." Have you ever asked," How many times did you call; what did you say; did you set an appointment; have you role-played with Joe to make sure you are following our script"?

Accountability starts with you.

To learn more about instilling accountability in your business, call BDR at 1-800-MyEmyth.