Be accountable. You’ve heard that saying before, probably many times. It simply means that you take responsibility for your actions. If you are a business owner, you have to take responsibility for more than just your own actions. You have to be accountable for what your employees do, too.
“What?” you ask. “All of my people are accountable for their actions. And if they aren’t, their supervisors are.”
That, my friends, is what is called a cop-out. It’s called “passing the buck” and customers can see through that thin veil in a hurry. It’s synonymous with the feeling of being transferred from voicemail to voicemail like a hot potato when you are trying to get a problem solved. Customers don’t care who is at fault, they want to go to the top and speak with “someone in charge.” That someone is ultimately the business owner.
If you are an owner you should know that the ultimate accountability belongs to you. You have to stop passing the buck and embrace the idea that “The Buck Stops Here.” Sure, you hire good people to put out fires and keep people happy while you work on the business. But sometimes even good people need someone to swoop down, put out a fire, and save a customer.
After all, think about this – do you even have a business without your customers?
Be available to put out the “accountability fires” – you are the leader.