March 20, 2012

Vision & Accountability by Joanne Ladley

We all know about the power of a vision.  If you don’t know where you’re going, how are you going to get there?  Articulating your direction, knowing who you are – it’s all fundamental to sustaining a successful business.

Let me add one more piece to the formula.  Accountability to that vision.

Some of you know my son worked at Pike Place Fish Market for four years.  On the surface and based on the video “FISH!” that made Pike Place world famous, one might think those fishmongers are all about having fun at work, throwing fish and creating a show for market visitors to enjoy.  Those are by-products of the fishmongers’ real goal.  What really drives Pike Place Fish is their vision – “World Peace, One Person at a Time.”  The way that vision shows up is by making a difference for people, by being present in the moment and by being there for the people they meet at the market.

At Pike Place, they’re very clear about their direction – world peace.  They’re very clear about who they are – peacemakers.  And they’re very clear about how to fulfill that vision – make a difference for people, be present with them and make it your commitment that he or she leaves Pike Place Fish with a smile on her face.

Maybe most importantly, each fishmonger also asks a fellow fishmonger when he slips up on those fundamentals – “Hey, did you make a difference for that person right there?” Even better, when a customer walks away obviously thrilled with the tip she got on how to cook a King salmon, what to do with smoked cod, or completely relieved that his fish will be delivered to his hotel room door tonight so he doesn’t have to lug it around all day, the monger gets a pat on the back and a “Now, that’s how you make a difference!” or “Way to go!” or just a wink of acknowledgement that he followed through on their purpose for being.  And then at their mandatory bi-weekly dinner meetings, they review and renew those coachings and acknowledgements.

Vision is a powerful tool.  It is a responsibility of the leadership team, Board or owners to create a compelling vision that will inspire everyone in the company to behave in a particular way.  When the front line is holding each other accountable to behaving in that way, either by coaching when it doesn’t happen or recognizing people when it does, now that’s a successful, sustainable business.