As a Service Desk manager, I had over 50 agents answering phones. I had observed that our customer service stats were trending down. I talked to my first line managers and they shared what they thought. However, the trend continued.
One of the key ingredients to being a great leader is Accountability. So many talk about it, but few walk that walk, especially out of eyesight or ear shot of their workplace.
Important newsflash: leaders make mistakes! Okay, maybe not news to you, and certainly not news to me either. But how many actually admit they make mistakes? My experience has shown that some leaders admit it; some don't. When leaders make mistakes they have everything to gain by admitting it.
As I have grown older, and I believe a bit wiser, it is hard for me to be around yammering negative people. They suck my energy and frankly waste my time. They complain about everything from the organization, their manager, other employees, customers, the weather, free lunches and on and on. Blah blah blah... leave me alone - okay? I am on a soap box of sorts, but this is something all leaders should realize sooner than later if they haven't already - whiners and complainers are not doers, they are idle poisoners.
I love it when people take accountability. Whether it is my kids, friends, umpires or leaders, I love watching people do the right thing because it is the right thing. Taking accountability for one's actions builds huge trust dividends. Do you think feelings of trust and respect for Joyce have improved across Major League Baseball? Absolutely! It's interesting how when we try not to cover up our pride we become people of character that others genuinely love and respect.