Today in 5 Minutes or less, you’ll learn:
✔ The Accountability Myth → Why most contractors fail at creating a culture of ownership.
✔ Expectation Excellence → How clear, measurable goals shape your company’s success.
✔ Tool Triumph → A practical process to equip your team for peak performance.
✔ Check-in Champions → Defining the rhythm that drives accountability forward.
✔ Leading by Example → How to introduce and reinforce accountability from the top down.
“I Don’t Need Coaching!”
Ever heard that from someone on your team? Here’s why they’re dead wrong:
In just 5 steps, you can transform your business into an accountability powerhouse:
I used to think I could do it all on my own. Boy, was I wrong.
Back when I first started in sales, I was that cocky know-it-all who thought coaches were for wimps. I mean, I was crushing my numbers, so why would I need help?
Then reality hit me like a ton of bricks. I’ll never forget the day my boss pulled me aside and showed me how much money I was leaving on the table. It was eye-opening, to say the least.
That’s when I realized the power of coaching and accountability. It changed everything for me and my team.
Now, I’m going to share with you the exact steps I use to create a culture of accountability and ownership in any business. Trust me, this stuff works.
Let’s dive in!
Define Clear Expectations
This is the foundation of everything else.
Without clear expectations, your team is just shooting in the dark. They might hit the target occasionally, but it’s mostly luck.
James Hatfield, Chief Revenue Officer of LiveSwitch, hit the nail on the head when he said, “If you’re not getting wounded by your coach in the right way, are you really growing? Are they really putting more weight on the bar?”
Here are three examples of how this plays out:
- Sales targets: Instead of saying “increase sales,” set a specific goal like “close 15 new roofing contracts worth $150,000 total this month.”
- Customer service: Rather than a vague “provide good service,” aim for “resolve 90% of customer issues within 24 hours.”
- Production efficiency: Move from “work faster” to “complete 5 fence installations per week with zero callbacks.”
Each of these examples provides a concrete, measurable goal. This clarity helps your team understand exactly what success looks like.
- The sales target gives a specific number of contracts and dollar amount.
- The customer service goal provides a clear percentage and timeframe.
- The production efficiency example combines quantity and quality metrics.
If you don’t set clear expectations, you’re setting your team up for failure. They’ll waste time and energy guessing what you want. Morale will tank as they feel like they’re constantly falling short.
Worst of all, your business will stagnate because no one knows what they’re really working towards.
Provide the Right Tools and Resources
It’s not just about having tools, it’s about having the right tools for the job.
Don’t rush out and buy the fanciest software or equipment before you’ve done this step.
Here’s what you need to do:
- Ask your team what’s slowing them down or making their job harder.
- Research industry-specific tools that could boost productivity.
By involving your team in this process, you’ll get buy-in and ensure you’re solving real problems, not just throwing money at shiny objects.
Interestingly, James Hatfield shared a game-changing tool during our conversation. He demonstrated how LiveSwitch’s video technology can revolutionize remote estimates, allowing sales reps to close deals at 62% – just a tick more than in-person meetings.
This kind of tool can be a game-changer for home service businesses. Imagine closing deals without battling traffic or limiting your service area. That’s real leverage.
Establish Regular Check-ins
Don’t wait for quarterly or annual reviews to give feedback. Set up a system of regular check-ins:
- Daily huddles (10-15 minutes)
- Weekly one-on-ones (30-45 minutes)
- Monthly team meetings (1-2 hours)
- Quarterly performance reviews (1-2 hours)
- Annual goal-setting sessions (half-day)
- On-the-spot coaching (as needed)
These regular touch points create a rhythm of accountability and allow for quick course corrections.
Without this structure, problems fester and goals get forgotten. You’ll end up with a team that’s drifting off course without even realizing it.
It’s not just about having a coach – it’s about being a coach to your team through these regular check-ins.
Celebrate Wins and Learn from Losses
This step builds momentum and resilience.
After all the hard work of setting expectations and checking in, don’t skip this crucial step.
When someone hits their target, make a big deal out of it. Ring a bell, send an email to the whole company, or give them a small bonus.
But don’t just focus on the wins. When someone falls short, use it as a learning opportunity. Ask what went wrong and how you can help them do better next time.
This balance of celebration and constructive feedback creates a positive, growth-oriented culture.
During my conversation with LiveSwitch, I shared an insight that resonates here: “If you have the opportunity to be misunderstood, you will be.” That’s why it’s crucial to be clear in your celebrations and your constructive feedback. Don’t leave room for misinterpretation.
Lead by Example
This is where the rubber meets the road.
You can’t expect your team to be accountable if you’re not.
Be transparent about your own goals and progress. Share your wins and losses openly. Show them how you handle setbacks and keep pushing forward.
If you miss a deadline or make a mistake, own up to it. Explain what happened and how you’re going to fix it.
Your team will follow your lead. If you’re accountable, they’ll be accountable.
James Hatfield shared a powerful example of this: “I did a pipeline review with my team this morning. We’re looking at every deal, every dollar, their activities. It’s all right there.”
That’s leading by example. When your team sees you being accountable, they’ll follow suit.
By following these steps, you’ll create a culture where everyone takes ownership of their work. Your team will be more engaged, productive, and successful.
Results are Waiting
I’ve seen it happen time and time again with the companies I coach. One roofing company I worked with went from barely scraping by to tripling their revenue in 18 months just by implementing these steps.
Another favorite example is John O’Leary of O’Leary Roofing. When we first started working together, his business was doing $800,000 a year. He couldn’t even imagine hiring a salesperson. Fast forward a few years, and he had built a team of five successful salespeople, becoming one of the most successful businesses in his area.
The best part? You don’t need to hire an expensive consultant or buy fancy software to do this. You can start right now, with the team you have.
Try this: At your next team meeting, share your top goal for the month and ask everyone else to do the same. Then, set up a quick daily check-in to track progress.
Watch how quickly things start to change. Your team will be more focused, more motivated, and more successful.
Wrapping It Up
Remember, creating a culture of accountability isn’t about cracking the whip. It’s about empowering your team to do their best work. When everyone knows what’s expected and has the support they need, amazing things happen.
Don’t expect people to run through a brick wall. You have to earn that. Building a culture of accountability and ownership is how you earn that level of commitment from your team.
So, the next time someone on your team says they don’t need a coach, you’ll know better. Because now you understand that coaching and accountability are the secret weapons of truly successful businesses.
In the words of James Hatfield, “Wounds from a friend can be trusted.” So don’t shy away from those tough conversations and constructive feedback. They’re the building blocks of a high-performing team.
It’s time to intentionally design your culture of accountability and ownership. Start small, but dream BIG.
– Chuck Thokey