Leadership, Ownership, and Customer Trust

Shep interviews Sam Silverstein, founder of The Accountability Institute®. He talks about building a strong, no-excuses culture that starts with leadership and impacts both internal and external customers.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

Why is ownership and accountability so critical in resolving customer complaints effectively?
How can companies build a no-excuse culture in their teams?
How can leaders set the standard for accountability in customer service?
What’s the difference between a tactical and a relational commitment in serving customers?
How does internal company culture affect the service customers receive externally?

Top Takeaways:  

The "No Excuses for a Day Challenge" encourages individuals, teams, and entire organizations to commit to going one full day without making any excuses. It is about creating awareness of how often we may unconsciously make excuses and shifting the focus on taking ownership and responsibility.
A "no excuses" culture starts at the top. Accountability is inspired. If a leader is not leading by example, it is difficult to expect it from the rest of the team.
Excuses like “It’s our policy” or “It’s not my department” don’t just annoy customers. They cost businesses money.
When something goes wrong, acknowledge it, apologize, explain what happened, take accountability, and share specifically what will be done to resolve it. These five steps help shift the focus from excuses to accountability, taking action, and rebuilding trust.
Building an accountability culture isn’t just for the frontline. Everyone in the organization needs to own their part in serving both internal (their team) and external customers.
How employees are treated within an organization is felt by customers on the outside. Employees cannot be treated poorly and then expected to deliver exceptional customer experiences.
Plus, Sam shares more insights from his latest book, No Excuses for a Day: The One-Day Challenge That Will Transform Your Life, Relationships, and Organizations. Tune in!

Quote: 

"Service is an honor. Even if an issue does not belong to my department, if there is an opportunity to make something right for the customer and make them smile, it is an honor to make them happy."

About:  

Sam Silverstein is the founder of The Accountability Institute® and creator of the Fractional Chief Culture Officer™ program. He is the author of 15 books, including No Excuses for a Day.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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