Why Are There No Consequences?

If there's a word that has lost almost all of its value, I'd argue that word is:

ACCOUNTABILITY

Small business leaders are stuck in a terrible tension of asking for consistent performance from employees and wishing they had a better way of getting it out of them. More specifically, they often don't know what to do, or how to do, what's necessary when a team member is out of line with core values and customer care. Somewhere along the journey of growing a business, we get lost in the fear of losing "good team members" if we are too firm with discipline. But if a team member is "good" then proper discipline should be received and responded to with humility and meekness. We don't often make it to that point, however, because we're trapped in what I call "accountability purgatory."

Recently I met with an electrical contractor who told the story of their technicians. Always showing up late to appointments, not responding to messages, poor customer care etc. When I asked how he deals with those poor behaviors, he lamented that he "can't do anything about it" because they are "really good techs." Cringeworthy isn't it? But I empathize with his struggle and have been there before myself. It wasn't until I acknowledged the collateral damage I permitted to continue that I made a change.

Here's what it took.

CLARITY. RESPONSIBILITY. ACCOUNTABILITY. CONSEQUENCES.

1. Read Patrick Lencioni's book titled The Advantage. What an outstanding tool to help bring understanding to the absence of, power from, and route to CLARITY. Once you've got it, you release the potential for effective... well... everything. In particular, when you have clarity around roles and expectations it enables responsibility. Buy it on Amazon HERE

2. Individual responsibility isn't ever possible unless the expectations around performance and role are clear. Once I've identified those elements, I can establish boundaries around what is acceptable or unacceptable. This would include performance-related metrics (KPIs), workplace behavior, attitudes, treatment of others etc., and should always be in complete alignment with the core values.

3. Accountability is where most leaders get stuck. By definition, this is the act of taking responsibility for one's actions. (now you understand why the previous 2 steps are prerequisites) But the version of accountability that this definition advocates for leaves an opening for another one of my favorite definitions; insanity: doing the same thing over and over and expecting a different result. What good is accountability if it propagates insanity? The reason for living in this wasteland is due to the absence of one additional ingredient:

4. Consequences can provide BOTH positive and negative impacts as a result of accountability. As a parent, consequences often sound like the delivery of punishment for misbehaving kids. But when properly applied, consequences may also be the reward for honoring boundaries, growing in areas, and exceeding expectations. (see more on Personal Improvement Plans) It is necessary, however, that consequences include discipline for failure to comply. One reason above all may be my principle passion for disciplinary actions as a consequence: for without delivering them, those who are faithfully abiding by boundaries and performing well are inadvertently and unjustly punished as offenders get away with all manner of unacceptable acts. And the obvious question that follows is "Why are they allowed to get away with that?"

We are a gracious organization in the way we lead. But that doesn't mean we ignore the need for correction and guidance. Get clarity so you can be responsible. Then set boundaries for accountability that have clear consequences. You and your team will be healthier and more effective because of it.