“What you tolerate, you endorse.” — Larry Winget

When it comes to serving customers, employee accountability is crucial. As my pal, Larry, says, if you don’t hold your team accountable, you’ve just endorsed inferior conduct. And, let’s face it, that type of performance will never deliver an Ultimate Customer Experience.®

Customers rely on companies to provide them with quality products and services. However, they also have a right to expect employees to act with professionalism, integrity, and responsibility. This is why companies must ensure that their team members are held accountable for their actions, as it will have a significant impact on the customer experience, loyalty, and trust.

Here are five components of making sure that you hold your team accountable for delivering an Ultimate Customer Experience.®

First of the most important aspects of employee accountability is ensuring that employees understand their roles and responsibilities. This includes providing them with clear expectations and guidelines on how to interact with customers, how to handle complaints or issues, and how to represent the company. When employees understand their roles and responsibilities, they are more likely to act in a way that is consistent with the company’s values and objectives.

Another key component of employee accountability is training. Companies must invest in training their employees on customer service best practices, how to handle difficult customers, and how to resolve conflicts. When employees are properly trained, they are better equipped to handle challenging situations, and they are more likely to provide customers with a positive experience.

(Naturally, we would love to assist you and craft a custom solution to deliver the education that your team needs to consistently deliver an Ultimate Customer Experience.® Just contact us and we’ll get to work to design exactly what you need!)

I’ve written before about the training for my first job, which was, “You sit here for three days and watch Ray.” Then, I progressed to advanced training: “Ray will sit here for two days and watch you.” This, of course, meant that my productivity would be determined less by my potential, and more by Ray’s abilities. That’s not good enough in today’s hyper-competitive world!

In addition to training, companies must also provide their employees with the tools and resources they need to succeed. This includes access to customer data, feedback mechanisms, and support from management. By providing employees with the necessary resources, they are better equipped to handle customer inquiries and complaints, and they are more likely to resolve issues in a timely and effective manner.

Employee accountability is also critical when it comes to ensuring that customer information is protected. Companies must ensure that their employees understand the importance of data privacy and security, and that they are held accountable for any breaches or violations. This is particularly important for our clients in industries where sensitive customer information is collected, such as healthcare and financial services.

Finally, employee accountability is essential for maintaining customer trust and loyalty. When customers know that a company takes accountability seriously, they are more likely to trust that the company will act in their best interests. This can lead to increased customer loyalty and repeat business, as well as positive word-of-mouth referrals.

Team member accountability is crucial when it comes to serving customers. Companies must ensure that their teams:

• Understand their roles and responsibilities
• Are properly trained
• Have access to the necessary resources
• Protect customer information
• Are held accountable for their actions

By doing so, companies can foster a culture of accountability, protect customer information, and maintain customer trust and loyalty. Ultimately, this can lead to increased customer satisfaction, improved business performance, and long-term success.

When you hold your team accountable for their actions, it helps to foster a culture of accountability within the organization. This means that employees are more likely to take ownership of their work and act in a responsible manner.

When employees feel accountable for their actions, they are more likely to take pride in their work and strive to provide the Ultimate Customer Experience!®