Accountability isn’t about doing things, it’s a way of thinking – you’re responsible for things and accountable to people. Sam gives an example of a company with customer service in their mission statement, but has notoriously bad customer service. Fixing a problem isn’t accountability, that’s just being responsible. The problems are caused by lack of accountability in the first place.
Listen to Sam Silverstein and Shep Hyken discuss the new book. Find it on Amazon here!