and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Customer Service Begins with Accountability – Featuring Sam Silverstein
How can accountability create Moments of Magic®?
Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service.
- Sam says that to have great customer service, you need accountability from all employees – especially leadership.
- Accountability isn’t about doing things, it’s a way of thinking – you’re responsible for things and accountable to people. Sam gives an example of a company with customer service in their mission statement, but has notoriously bad customer service. Fixing a problem isn’t accountability, that’s just being responsible. The problems are caused by lack of accountability in the first place.
- Some companies can’t migrate into a culture of accountability because they are acclimated to unaccountability.
- A perfect example of accountability is Happy State Bank, where Sam once saw a man walk into a bank after closing time at 5:15 p.m. He learned that Happy State Bank, even though they close at 5:00, leaves the doors unlocked until 5:30. Why? Because we all hate that feeling of showing up right at 5:00 and the doors are locked. There’s a huge difference between saying you believe in accountability and showing it.
- Organizations need to be willing to fire people who don’t live up to its commitments, even if they’re the top salesperson. Not enough employees are firing their companies fast enough when they don’t believe in the organization’s commitments. Why stay somewhere where they don’t get it?
- Disney practices a high level of accountability, so the people want to work there. If you create an environment where people want to be accountable, you attract the best and you employ the best. This reduces turnover and improves both customer service and productivity.
- Many leaders are focused on their bottom line, not their people. Yes, you need to make a profit, but if you’re focused on your people, you create a culture where everyone is focused on the bottom line.
- You can’t fake accountability. Care about your people, and create an environment that’s emotionally safe for them. Care for people like they’re your children. When leadership practices accountability, it’s going to show up in the culture.
Sam Silverstein is a leadership keynote speaker and author of seven books including “Making Accountable Decisions” and “Non-Negotiable.” A former executive of manufacturing and distribution companies, Sam writes, speaks, and consults with organizations around the globe to think differently, work with renewed purpose, and achieve record-breaking results
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
- How do you improve employee accountability?
- How can you be more accountable at work?
- Why does accountability matter?
- What are examples of accountability?
- What is the difference between responsibility and accountability?
- What does accountability mean in the workplace?
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