Maybe it's just me, but I sometimes feel that accountability is a rare talent in business today. In big businesses, people are quick to defer with "that's not my department," and even startup founders too often blame failures on the economy or the lack of investors. As an investor and advisor to entrepreneurs, I see accountability, or lack of it, as an override to even the best idea.
I believe accountability is a personal decision that we all can make, largely driven by personal confidence and determination, and is certainly one that we can learn. It's not baked into our DNA, and there are many resources available to direct improvement.
For example, I found some great guidance to the how, why, and who of accountability in the newly released "QBQ Workbook," by John G. Miller and Kristin E. Lindeen. Miller is well-known for his classic bestseller on this subject, "QBQ! The Question Behind The Question." His advice starts with a request to stop blaming, and start asking, "What can I do to improve this situation?"
Very refreshing. If you are an entrepreneur building a new business, there are many things along these lines that you can and must do, including the following:
- It's up to you to be the model of accountability. Don't expect your team to be accountable, if they often hear you complaining about the workload, competitors, or partners. Accountability is a culture that starts from the top, and is reinforced by your hiring of skilled and positive people, delegating responsibility, and rewarding results.
- Clarify and constantly reinforce expectations. Team members can't be accountable unless they know what is expected of them, and they understand how to deliver. Communication must be ongoing, both written and spoken, followed by some active listening on your part, to understand the gaps. Remove the "I didn't know" excuse.
- Set measurable goals and objectives, with benchmarks. Accountability assessments must be based on objective facts, not opinions, politics, or a desire for power. Setting expectations beyond the realm of possibility, or frequently changing them, does not lead to accountability. Provide the tools for team members to measure their own results.
- Align individual responsibilities with relevant business goals. Team accountability must be correlated to responsibility and relevancy. You can't hold your sales team accountable for manufacturing quality, but they should be responsible for profitability and volume. When expectations are aligned with motivation and interests, everyone wins.
- Truly delegate responsibility and decisions. Accountability can't happen without control. If your management style is to make all the decisions yourself, don't expect any accountability from your team. If you find yourself buried in work, with no time off, and feeling indispensable, it may be time to ask direct reports to call you out on delegation.
- Accountable teams need timely and actionable feedback. Getting to the source of problems should never involve blame. Accountable people need safe havens where challenges and performance can be discussed, individually and as a group. The goal must be continuous improvement and learning, not accusations and penalties.
- Provide resources and training to enable accountability. Tools and data are necessary for accountability, but must not be allowed to be the absolute determinant of a response. Provide the tools, but trust the people. Other necessary resources include training, reasonable financial leeway, mentoring, and access to relevant executives.
- Accountability requires consequences, both positive and negative. People who demonstrate accountability must be rewarded (awards, acknowledgement, promotion). In the same context, team members who consistently make excuses must be moved out of the organization to minimize the impact on others. No consequences mean no learning.
The best part about a focus on accountability is that it leads to real change, learning, and action, and these are the keys to entrepreneurial survival. When a business stops changing and learning in today's fast-moving world, it stops growing and thriving. Every business is really a set of people. Are you growing and thriving?