Part 3 Accountability, Expectations, and Measures of Success Have No Standard
Growing up, my mom was the authority figure in our home. When I was young it seemed to me, she made the rules, determined what was considered success, and had sole discretion over accountability. The first created a consistent standard we all could easily understand, but the last two were not consistently applied or expected. Now, it’s not uncommon for parents to change standards and accountability from one child to the next. Diaper commercials love to compare the choices parents make differently between their first and second baby. Our issues arose the older I became, and the more often I recognized my sisters had the same rules, but were held to different standards, and exceptions were made on whim not reason. Now this went against what my mom was teaching me. I could not let the lack of accountability stand, and at a younger age than most, I began confronting my mom about these deviations. Once I recognized the first I saw inconsistency everywhere. It degraded our relationship, destroyed our ability to communicate with one another, and diminished the trust and respect I needed to feel confident and motivated to be successful by her measure. So I determined my own measure of success, and began working towards goals that had little or nothing to do with previous expectations. I determined how much effort I was willing to spend attending to her priorities. It wasn’t much. If I could get by with less than bare minimum I did. Protecting employees at your company from a similar fate, maintains productivity, reduces turnover, and creates loyalty. Whether an employee has a poor working relationship with their manager, or they have a great working relationship, at some point, and for any reason a new manager may need to step in and have control over that work environment. To continue momentum and growth this new leader should maintain the same messaging about goals and success to the team. It's to be expected personal preferences will change, but how the work should be done, and expectation of colleague and client interactions should remain virtually unchanged. Maintaining this standard ensures goals set previously, and measures of success remain attainable. Clients receive the same service and care, blissfully unaware of the transition. So often, new leaders are promoted or hired with skills that have yet to be tested within the company, and they need guidance to ensure they understand consistency and accountability are their biggest assets when it comes to leading teams to success. Spending the time to communicate expectations, procedures, and standards of accountability for leadership, creates leaders less inclined to define their own. In turn they train their people and their teams to follow and grow under these expectations, and you have gained control of the business culture within your company. Your clients will feel the change in the consistency of message and experience, and the same will ring true for your workforce, bringing growth from referrals, and talent attracted from competing companies. Creating the standard will also make it easier for you to identify those leaders who have taken their own direction, and address it proactively. You can now establish your company as THE leader in your industry! A name synonymous with dedicated and motivated employees providing exactly what you promise. You're protecting the integrity of your business by protecting and creating boundaries that reflect the promise of your company. Employee’s trust you’re motivated for them to succeed with the company, and loyalty grows. Clients who have the opportunity to work with loyal employee’s, become loyal customers who refer others, and these new customers expect same experience. You’ve done the work and can feel confident they will. How sure are you that your clients are receiving the same experience? How much is this inconsistency costing your company in return business? Are you seeing the referrals you expect? How many of your employees have determined their own measures of success in lieu of consistently attainable goals? If the answers to these questions are making you feel a bit queasy, don’t grab the antacid! Call New Era Consulting Solutions and unlock the potential on your payroll!