Choosing to create a culture of customer centricity involves many specific actions, processes, initiatives, and methods to make sure the outcome is not only what is intended, but also expected, in order to make a real difference to the overall success of your organization. As such, it is the role of a great leader to help their people do what is necessary to bring customer centricity to life, within the broader context of many other equally crucial and demanding activities. In this video, Phil Geldart, author of “Customer Centricity: A Present and Future Priority,” explains the role great leaders play in a customer centric culture.
Accountability, both in business and in personal life, is defined as taking personal ownership to ensure responsibilities are achieved as expected. It is a mindset that a leader must possess and then foster throughout their organization. To fully grasp accountability in business, it might help to first understand the opposite of accountability.
Consider the typical teenager and how they’d likely respond when asked to explain why they received a failing grade or were issued a speeding ticket. Refusing to accept accountability, they’d claim, “It’s not my fault!” They’d then go on to explain, “the teacher hates us and asked questions on topics that we never learned” or “the officer let everyone else go but stopped me because he is after teenagers.”
Every adult was once a teenager and likely went through this phase of refusing to assume accountability. Unfortunately, some never completely snap out of it and live their entire lives believing that their shortcomings, to a certain extent, are the fault of someone else. In contrast, those who do understand and embrace the concept of accountability never take a victim mentality but rather accept personal ownership of the areas for which they have accepted responsibility. They then guarantee a result and focus all of their energy to ensure that it happens. If you manage a business, such a high level of accountability can be a huge asset to your company.
Does this ring true for you? If I were your boss and demanded a “guarantee” from you on all of your goals for this year, would you give it to me?