Ep. 38 - Accountability Culture: Creating a Team That Takes Ownership

Crossroad Conversations with the Lewis Brothers

In this episode, the Lewis Brothers discuss the emotional attachment business owners have to their companies and the importance of checking those emotions at the door when dealing with customer complaints. They emphasize the need for an accountability culture within teams, defining clear expectations, and leading by example. The conversation also covers the significance of building a culture of ownership among employees and the role of feedback in continuous improvement. This conversation delves into the intricacies of customer service, employee accountability, and fostering a positive workplace culture. The speakers emphasize the importance of allowing customers to express their emotions, setting clear expectations through metrics, and creating a feedback culture that encourages open communication. They discuss the significance of psychological safety in the workplace, the distinction between accountability and blame, and the necessity of effective documentation. The conversation concludes with insights on maximizing productivity and daily goals.

Feel the dynamic energy of the Lewis Brothers as they deliver real stories and lessons that keep local businesses on their toes, and share how experiences in the community inspire them to keep on driving.

Check out all our great episodes at CrossroadConversationsPodcast.com!

Chapters

1. Business Owners Must Check Emotions (00:00:00)

2. Introduction: Accountability and Culture (00:01:01)

3. Super Duty Trucks and Upfitting Options (00:02:39)

4. Clear Expectations and Ownership (00:05:55)

5. Lead by Example and Delegation (00:11:15)

6. Building a Framework for Feedback (00:18:30)

7. Customer Feedback Systems and Verification (00:26:45)

8. Creating Psychological Safety at Work (00:35:42)

9. Documentation and Performance Management (00:45:22)

10. Scheduling and Productivity Tips (00:56:00)

11. Episode Wrap-up and Highlights (01:07:16)