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A high number of pool and spa and service-industry leaders and owners that I’m coaching right now have shared how they are struggling with holding their employees accountable during their busy season. They hold back from having tough conversations because their employees are already stressed out and working at maximum capacity. They fear that their employees will simply quit if they give them feedback and hold them accountable to a higher standard of performance.

As a result, many leaders avoid hard accountability conversations, and instead, opt to do the work themselves. However, this will only result in resentment and ultimately burn out.

Engaging in accountability conversations is both a science AND an art.
Which leads us to step 3 in engaging hard conversations…

 

3. RECOGNIZE THAT MANY EMPLOYEES (AND OURSELVES, AT TIMES) WANT TO AVOID ACCOUNTABILITY.

  • We avoid accountability because we are afraid of failing; of looking bad; of being judged by others.
  • We’re afraid of being punished if things don’t turn out. It seems easier to keep our head down and wait to react to what shows up.
  • We explain why we shouldn’t be held accountable to doing what we said we’d do.
  • However, when we operate as our “word” (the verbal or written promises or commitments that we make to others) , we give up the excuses we used in the past. Instead, we are actively measuring our follow through, results and completions over time.

 

4 Actions to take to LEAD and LIVE this powerful principle this week:

  1. Ask yourself, “Where in my leadership am I currently avoiding being accountable?” What promises and commitments have I made to others that I am not following through on?
  2. What reasons or “excuses” am I making for not following through on the promises I have made to others or to my team?
  3. Who do I need to have an accountability conversation with in the next 5 days?
  4. By when will I have that accountability conversation? Identify a date, time, and ideally schedule and meeting and put it in your calendar!

Please post any challenges (or breakthroughs) you are experiencing with engaging in accountability conversations during your busy season.

I’d LOVE to hear from you. There is HUGE power and support in community!

To keep this simple this is yet another common industry issue!  In most cases those out here running their own pool company had never held any type of leadership position prior.  They did not have mentors that taught them what a good leader looks like or how to lead.  The result is this thinking that we cannot have conversation and uphold standards because our techs will leave us and then we have to work harder to cover.  This is such a flawed thought process and one I’ve always challenged in my past leadership positions.  If you have bad techs not performing they are damaging your reputation as a company and chances are you are working harder already so your short staffed while being staffed.  This is a cost to the bottom line that isn’t paying for itself and is not a recipe for success!! 

 

First off there are no “hard” conversations they are simply conversations that have to be had to make your team better.  They are meant to be used as training, upholding standards, and most importantly learning the perspective of your team to see why things are happening.  A weekly or monthly 1 on 1 conversation is the ideal way to handle these types of things.  You would be surprised what you can learn in a 15 min 1 on 1 with a team member.  That being said, you should be correcting bad behavior or actions immediately and privately, the same day you see it and not a week later.  They need to know your watching and will not tolerate bad behavior.  You should also be doing the same with good behavior but doing so in public among the team….its recognition for doing good and builds good morale.  Promotes good behavior and makes other want to be better.    

 

A good leader sets a tone on the standards and expectations for their company and they do not deviate from that expectation.  A good leader creates a culture in their company that rivals all others, you want people to be proud of what they are a part of and you want them to know they are the best at what they do.  You also want to instill core values and a mission statement that your team follows each and every day.  You should be having weekly group meetings with your teams, find out what they are dealing with in the field and brain storm to correct things or make things better for your team and your company.  Input from your team is valuable, you want them engaged and you want them to feel like their voice matters.  You want the promote ownership among your team!! 

 

Just a few phrases I’ve used over the years that still hold true:  “People only respect what you inspect” and “Expect more from your team and you will get it”  

Yes, Yes, and Yes! I couldn’t agree with you more, so very well expressed and stated! Many leaders haven’t held prior leadership positions and a common struggle is that they haven’t received any leadership training, prior to taking a leadership position. 

Several great highlights/additional thoughts from your great comments: I completely agree about reframing “hard” conversations, to conversations that cause/create growth. Acknowledgment is an essential part of accountability, and it goes a LONG way in terms of building relationships and feeling appreciated. Having regular scheduled, ongoing meetings can be a major game-changer and makes giving feedback in a timely manner more apt to happen. Having a mission and core values statement is powerful and critical  - and referring to mission/vision/values when making decisions, and teaching other leaders and employees how to reference them when making decisions.

Leadership starts from the top, and you are being a great example of that in your business… Thank you for your comment, it truly contributes AND makes a difference!

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