Reflections on Accountability: What Does it Truly Mean?

Today, I want to share a story that illustrates the nuances of accountability and fairness in a workplace setting. Picture this: a team of three key account managers, each tasked with driving sales in their respective territories. It seems like a smart way to divide the work and create effective accountability practices. Yet, a sense of unfairness begins to brew among the team.

Why? Two of the account managers worked diligently with regular clients, while the third seemed to have an unfair advantage—handling high-end developers selling luxury properties. Naturally, everyone’s sales figures soared, and commissions flowed.

However, there was an internal fight brewing under the surface. As tensions simmered, the two account managers working with standard clients couldn't help but feel overlooked and undervalued. They voiced their concerns, expressing frustration at the seeming imbalance in commission structures and targets.

I was the MD in this case, so this was my challenge to overcome. I could have ignored their concerns and told them to go back to work, but after hearing their grievances, I realized the importance of addressing the situation with empathy and fairness. While suggesting that everyone pursue luxury clients wasn't feasible—that would have required distinct skills and focus—I recognized the need for equitable treatment.

To rectify the situation, I made a bold decision: I adjusted the commission structure to provide higher rewards for the account managers handling regular clients, aligning with their specific targets and efforts. Additionally, I introduced tailored incentives to motivate and recognize their contributions, which included getting access to a training allowance.

Though not perfect, the response was remarkable. The account managers appreciated being heard and valued. Their engagement surged, and their commitment to the company strengthened. Without embracing accountability and acknowledging their concerns, I could have risked losing their trust and loyalty.

This story underscores the essence of accountability—listening, adapting, and striving for fairness (not equality). It's about recognizing when the status quo falls short and taking decisive action to course-correct. By fostering a culture of accountability and fairness, we empower our teams to thrive and succeed together.

Accountability is a word often echoed in today's diverse and distributed work environments. But beyond mere rhetoric, how do we cultivate a culture of true accountability within our teams?

This is the question we’ll be answering during the next #PeopleBeforeStrategy Roundtable on Thursday, March 21st.

Let's continue the conversation on accountability and create a workplace where every voice is heard and valued.?

See you at the roundtable!

??Register now to reserve your spot here.