Having a heart for accountability produces a want to attitude for accountability. Listen as Sam shares a story about how having a heart for accountability can affect the world we live in.
That story of the reckless baggage handler in Manchester has a silver lining.
You may have seen the video that went viral recently about a luggage handler recklessly throwing passenger bags around at Manchester Airport in England. If you didn’t, here’s a look. The flight’s passengers (and plenty of others) were furious at the sight of the bags being tossed right through the baggage cart, and rightly so.
In a world where there are many, many accounts of customer sharing (valid) complaints about their flying experiences, I was reluctant to write another blog post about another such story … unless it focused on something positive. Fortunately, this one does. It demonstrates exactly what accountable leadership looks like in action, although that many people did not notice that part of the story as the video made the “trending” lists on various social media platforms.
Accountability will always be the highest form of leadership. Listen as Sam shares how important this is, and how it affects those around us. The accountable leader will always be effective when this skill is applied.
Making sure that we are focused on the right things is important for the accountable leader. Listen as Sam shares the importance of knowing where your focus is going, and how it affects the people you lead and serve.
Accountable leadership creates accountability in the workplace!
You may have seen an amazing piece on the news recently about a Southwest Airlines flight attendant, Vicki Heath. Her story, which quickly became the kind of viral social media topic most companies only dream of generating, was a testimony to that airline’s remarkable, enduring capacity to make passengers feel not just good, but great about its brand. In these days of crowded terminals, late flights, and customer-service breakdowns, that’s an achievement, one that’s worth examining closely. First, I’m going to tell you Heath’s story, just in case you haven’t heard it yet. And then I’m going to tell you why accountability made that story possible.
On a flight out of Houston, Vicki Heath struck up a conversation with one of her passengers, Tracy Sharp. Sharp has Down Syndrome, which as you may know is a genetic disorder associated with mild to moderate intellectual impairment. As they chatted, Sharp happened to mention that becoming a flight attendant was one of her major aspirations in life.
How unusual is it for a flight attendant to have a conversation like that with a passenger? Maybe not all that unusual. What was unusual, though, was how Heath followed up on that chat.
- Transparency means involving everyone you can in the conversation, and giving people all the information they need. This is the secret to accountability in relationships with team members – and with customers.
Many organizations focus so much on how their employees are going to treat the customer that they make a classic mistake: They fail to address the equally important issue of how the organization’s people treat each other. Leaders in these companies often overlook one of the secret weapons of accountability in the workplace … namely, transparency.
By this I mean my commitment to you to be transparent with you, to tell you what’s really going on. Transparency, the habit of telling the truth even when there’s a sensitive issue or a problem that might make me look bad, is one of the things that makes an “It’s all of us” mindset possible. This “It’s all of us” mindset is one of the things that allows organizations to deliver great service to customers. And as leaders, we need to commit ourselves to supporting that mindset.
Having an accountable culture is important! Listen as Sam shares how we can best create a more accountable world.
Being transparent with the people we lead is important for the accountable leader! Listen as Sam shares on how we can learn and lean into being transparency.
Having a successful culture should be important to the accountable leader! Listen as Sam shares on how you can create a culture of success.
In order to create a more accountable world we have to first be accountable to our people. Listen as Sam shares how important this is and how we can apply it today!