HERE’S THE THING!
Every Sunday, Carte Blanche exposes laziness, incompetence and shocking failure of service delivery. “We” are all astounded, we shake our heads and we shout that the leaders, specifically the heads of the various departments, should be held accountable. When confronted, these leaders fain surprise, make excuses, blame underlings, act ignorant and promise to “look into things”.
I believe the blame lies squarely on managers, supervisors, directors, CEOs, COOs, CFOs, and any other “O” who is a main “O”. Basically, the people whose job it is to make sure that staff actually do their jobs.
On almost every pre-program questionnaire I send out, one of the issues leaders ask me to address is accountability, ownership and how to treat the job as if it was their own company. My first response is always: “Well, how are YOU holding them accountable?”.Let’s face it, if nobody is checking up on them, if there is no accountability, if there are no consequences why the hell are they going to do their job? Your job, as the person in authority, is to get your staff to answer the bloody phone. Your job is to get your staff to do their jobs. It’s your job to motivate, cajole, coerce, kick, scream, explain, and get them to do their jobs. If you can’t do the job of getting your people to do their jobs, then you are not doing your job.
The real problem is that most managers or people in senior positions hate conflict. They believe that they are there to be liked and to be popular, so they don’t rock the boat. My research has shown that up to 80% of managers will not hold staff accountable for fear of conflict.Did you get that? 80% of the shocking, dismal, pathetic service goes unchecked because managers are too scared to hold people accountable. They just shift the complaints to the 20% who actually do their jobs, thereby putting them under stress and creating a culture of resentment.
There seems to be such a need to be Mr. Popular or Mrs. Friendly which then means that no one is chastised for not doing his or her job. This country is crying out for leadership and it’s not only in government.If Carte Blanche gives you intel about your company that you didn’t already know – YOU ARE FIRED! Hand over the keys, the expense account, the debentures, the shares, the bonuses, and shaded parking; and allow a grown-up to run the company – someone with balls who can make decisions and hold people accountable. It is your job to know if a customer has taken to social media as a final measure, and unless you have already fired someone – you’re fired.
In my past life when I was a boss, I was not very popular. I wasn’t popular because I was the one that held people accountable.