Digital Dealer - January 2019 - 22
D E A L E R OP S & M A NA GE M EN T: Le ad er shi p
By Dave Anderson
President,
LearnToLead
The Two
Non-Negotiable
Pillars of
Accountability
I've written and spoken
extensively about
accountability in the 20
years since we started our
company, Learn To Lead:
how to do it, why it's
important, the consequences for not doing so, and
more. In my recent "How to
Master the Art of Accountability" seminar attendees
found it helpful when I
identified and outlined the
two non-negotiable pillars of
accountability, and how to
IN AN AGE DEDICATED
TO POLITICAL
CORRECTNESS AND
COMMITTED TO NOT
DOING SOMETHING THAT
WOULD OFFEND SOMEONE
ELSE, HOLDING PEOPLE
ACCOUNTABLE HAS
INCREASINGLY BECOME
SEEN AS HARSH OR
UNFAIR."
develop both.
Essentially, holding people accountable requires
both the right skill set and
the right mindset. Knowing
how to hold people accountable, but not doing it reflects
the wrong mindset. Wanting
to hold people accountable,
but not knowing how to do
it indicates a deficient skill
set. In this piece, I'll go
over the fine points of each
of the two non-negotiable
pillars for holding people
accountable.
3 QUICK OPENERS ON
THE IMPORTANCE OF
ACCOUNTABILITY
1. Accountability protects the culture, morale,
momentum, the brand, the
employee experience, the
customer experience and
the credibility of leadership.
2. While the cost of
holding someone accountable may seem high or
uncomfortable, the cost
for not holding someone
accountable is staggering
and creates more cultural
discomfort. The cost is also
enduring, rather than a onetime penalty. In essence,
the consequences for failing
to hold others accountable
create a form misery on the
installment plan.
3. Accountability isn't
an option for someone in
a leadership position; it's
a duty. If you can't do it or
won't do it, you're unfit for
leadership. It's THAT big of
a deal.
THE FIRST PILLAR OF
ACCOUNTABILITY
Holding people
accountable requires you
have the right skill set.
This includes setting clear
22
JANUARY 2019
D I G I TA L D E A L E R . C O M
http://www.DIGITALDEALER.COM
Digital Dealer - January 2019
Table of Contents for the Digital Edition of Digital Dealer - January 2019
Digital Dealer - December 2018
Contents
Message from the Show Director
6 Facing Sales Slump, Automotive Brands Can Win by Adding Real-World Value in the Digital Shopping Journey BY Brian Solis
7 Reasons for a 2019 Social Media Policy Review
'OVER-THE-TOP' Advertising! BY Jim Boldebook Dealer Ops
Buy/Sell Trends Expected in 2019
The Two Non-Negotiable Pillars of Accountability
7 Questions to Ask When Hiring a Customer Service Trainer
How to Add $1.0MM to Your Bottom Line Profits
The Art and Science of Parts Inventory Reconciliation
Trade, Tariffs, and Labor
Building Your Business by Building Your People!
Great Service Managers Follow a 4C Approach
Collision Shop Liability Is a Serious Issue for All – Read This!
Does Your Store Exemplify Consistency & Excellence or Complacency & Mediocrity?
Increasing Service Business Through Convenience – A Tactical Approach
5 Questions That Are Missing from Your F&I Customer Interviews
How to Drive Sales with Predictive Analytics BY JOHANNES GNAUCK
Digital Dealer - January 2019 - CT1
Digital Dealer - January 2019 - CT2
Digital Dealer - January 2019 - Digital Dealer - December 2018
Digital Dealer - January 2019 - Cover2
Digital Dealer - January 2019 - 1
Digital Dealer - January 2019 - Contents
Digital Dealer - January 2019 - 3
Digital Dealer - January 2019 - Message from the Show Director
Digital Dealer - January 2019 - 5
Digital Dealer - January 2019 - 6 Facing Sales Slump, Automotive Brands Can Win by Adding Real-World Value in the Digital Shopping Journey BY Brian Solis
Digital Dealer - January 2019 - 7
Digital Dealer - January 2019 - 7 Reasons for a 2019 Social Media Policy Review
Digital Dealer - January 2019 - 9
Digital Dealer - January 2019 - 'OVER-THE-TOP' Advertising! BY Jim Boldebook Dealer Ops
Digital Dealer - January 2019 - 11
Digital Dealer - January 2019 - 12
Digital Dealer - January 2019 - 13
Digital Dealer - January 2019 - 14
Digital Dealer - January 2019 - 15
Digital Dealer - January 2019 - 16
Digital Dealer - January 2019 - 17
Digital Dealer - January 2019 - Buy/Sell Trends Expected in 2019
Digital Dealer - January 2019 - 19
Digital Dealer - January 2019 - 20
Digital Dealer - January 2019 - 21
Digital Dealer - January 2019 - The Two Non-Negotiable Pillars of Accountability
Digital Dealer - January 2019 - 23
Digital Dealer - January 2019 - 7 Questions to Ask When Hiring a Customer Service Trainer
Digital Dealer - January 2019 - 25
Digital Dealer - January 2019 - How to Add $1.0MM to Your Bottom Line Profits
Digital Dealer - January 2019 - 27
Digital Dealer - January 2019 - The Art and Science of Parts Inventory Reconciliation
Digital Dealer - January 2019 - 29
Digital Dealer - January 2019 - Trade, Tariffs, and Labor
Digital Dealer - January 2019 - 31
Digital Dealer - January 2019 - Building Your Business by Building Your People!
Digital Dealer - January 2019 - 33
Digital Dealer - January 2019 - Great Service Managers Follow a 4C Approach
Digital Dealer - January 2019 - 35
Digital Dealer - January 2019 - Collision Shop Liability Is a Serious Issue for All – Read This!
Digital Dealer - January 2019 - 37
Digital Dealer - January 2019 - 38
Digital Dealer - January 2019 - Does Your Store Exemplify Consistency & Excellence or Complacency & Mediocrity?
Digital Dealer - January 2019 - 40
Digital Dealer - January 2019 - 41
Digital Dealer - January 2019 - Increasing Service Business Through Convenience – A Tactical Approach
Digital Dealer - January 2019 - 43
Digital Dealer - January 2019 - 5 Questions That Are Missing from Your F&I Customer Interviews
Digital Dealer - January 2019 - 45
Digital Dealer - January 2019 - How to Drive Sales with Predictive Analytics BY JOHANNES GNAUCK
Digital Dealer - January 2019 - 47
Digital Dealer - January 2019 - 48
Digital Dealer - January 2019 - Cover3
Digital Dealer - January 2019 - Cover4
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