No Accountability? You Don’t Have a People Problem—You Have a Process Problem | (Podcast 476)

It was very difficult to hold people accountable when you don't have good processes or you don't have your processes mapped. How am I supposed to know as an employee what to do and when? When I get into circumstances or situations with my clients, if I don't know what the customer journey is supposed to look like, I'm just left to make it up on my own and do the best I can. So what we found is it's. It's hard to hold people accountable to that. What happens is clients, depending on who's working with them, is going to get an inconsistent experience because one person's going to do it one way and one person's going to do it another way. And that just kind of creates a little bit of chaos. So that's been a big thing for us, is just getting more pure about and disciplined about creating the processes that align with the things that we're trying to do for our clients. And then we're realizing, too, that we also need to look inward and be accountable to our own company, to our own business to do the same thing.