Taking Ownership
As a business owner, manager, executive, or entrepreneur you have likely heard of the word ownership. This word has various definitions. Allow me to share a story that I believe demonstrates taking ownership.
The Dentist Trip
First off, a colleague of mine went to the dentist recently. They were petrified of the dentist, so making the appointment and showing up was a feat in and of itself.
Upon arrival, they were suprised to be greeted by a staff member and instead of just taking them to the chair and being left to panic, this staff member demonstrated a tremendous amount of ownership.
Procedures
After getting settled, she explained procedures. Also, the hygenist was introduced. Then the dentist walked her through the treatment process.
During the extensive appointment that same staff member checked in, brought water (unprompted), explained the billing processes, insurance coverage and generally made sure they were comfortable.
At the end of the appointment this staff member assisted in checking me out, setting a future appointment and walked them to their car.
When they got home, they had a personalised email from the same staff member ensuring they were satisfied with the visit and encouraging them to give them any feedback to make future visits even better.
The day after the appointment they got a call from the staff member again checking to see if they needed anything and if they were feeling ok. During the visit they witnessed different staff doing the same thing with other patients.
Expectation
NOW. Let me tell you, I never expected this type of service at a dentist. Not only have they gone back, they have also referred at least 5 people to that dentist office.
Uniquely, the ownership demonstrated by this employee made the experience completely different from the negative expectations felt. In addition, this employee took responsibility for the experience and for the time in the office, she took personal responsibility for all care.
This type of service and demonstration of ownership doesn’t happen automatically. Under those circumstances you must foster an environment where all the employees operate with the same mindset. How do you begin to plant the seeds of ownership in your business?
Behaviour
Importantly, the behaviour that you want in your direct reports or your staff must be demonstrated by you. As a senior manager, your clarity, transparency, and commitment to owning your victories and failures is the first step.
Taking Ownership
Other ways to instill a sense of ownership throughout your business include
- First, share your vision
- Make sure that your employees are involved in goal setting
- In any event, be clear on the Why
- Encourage risk taking, view problems as opportunities
- Give your employees the freedom to choose “how” they achieve the goals
- Always delegate authority not just tasks
- Trust your team to execute and support the positive behaviours
- Encourage problem solving and critical thinking
- Facilitate efficient and focused meetings
- Ensure there is clear accountability and consequences for behavior
- Importantly, ask for feedback from your staff and your clientele
- Finally, acknowledge and reward ownership behaviours
Managing staff and employees is a noble and important role.
Be the Leader. In any event, you must have a passion for your job. Be teaching. Share knowledge. In fact, make sure that your teams work experience and environment are positive.
Finally, it was clear to all that the owner of the dentist office has instilled a great sense of ownership in the practice. Every aspect of the customer and employee experience was exemplary. That cultivates a positive and energised workplace.
