Without accountability, most of us will 'cruise' along at a level far below our real potential. To get things done, we have to to held accountable.
The things we hold dear and demand that our people are accountable for, also reveal our true values.
We hold people accountable for financial reporting, because we value revenue. If we don't hold people accountable for outstanding client service, if we treat it as an occassional thing to be done when we have the extra time, then we don't really value client service.
A firm will never become known for its deep understanding of clients' businesses if individuals within it can decide whether or not they choose to meet this standard. To really make this change stick, firms have to become intolerant on matters of values and strategy.
If we make a commitment to change, but don't have the self discipline to measure our progress and demand accountability, then we really haven't decided to change at all.
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