A sense of responsibility that impels one to do what is expected, often arises from a sense of duty and integrity and a desire to keep a good reputation. Most would agree that the above constitutes the core attributes of accountability. And it’s an absolute must in business. But even if the owner and CEO of a company intends to project and actually have nothing but accountability as the overriding feature of their company, it falls to nothing without accountable employees. For many companies the technician that goes out and meets the public on their turf represents the face of the company. If she, or he is not 100% accountable, that is delivers the goods as it were, as promised by the company, and is expected by the customer, the company is imperiled both monetarily and more lastingly in its image. Good technician accountability leads to customer satisfaction and a high level of trust and loyalty. It leads to testimonials and new projects and customers. Great customer service is often a key, if not a deciding factor in pulling in new customers and a better class of employee. Good technician accountability leads to a high reputation, across the internet and in one’s brick and mortar vicinity. It cuts a swathe around a company and makes it stand out. It can even streamline operations. Since accountability suggests toeing the company line, it follows that it requires that procedures be thorough, documented, fully understood by every employee, committed into action and very functional and updatable. To ensure compliance, documentation, such as a checklist, should and often is required. Having everything in writing ensures better understanding and communication, a better chance of spotting issues and a better chance of resolving them. Such uniformity of understanding between management and those on the ground also ensures a better voice for all.
Key Takeaways:
- Workers that perform at their peak level and never phone it in have the quality of accountability. A quality that can make or break a business.
- An accountable workforce generates greater customer satisfaction and builds trust and a good reputation for your business.
- There are ways to empower and promote a sense of accountability. These include have standardized processes and checklists.
“According to Gallup, highly engaged workforces significantly outperform competitors, resulting in 21% higher profitability.”
Read more: https://comanchemarketing.com/blog/technician-accountability-and-your-bottom-line/
Leave a Reply