If a taxi driver delivers excellent services, then you are a lucky person. In case your taxi driver also helps you out with coins that were part of his tip just to make sure you can pick up a baggage cart and catch your flight – then you have a taxi driver who cared more about your outcome than about his own. That’s one aspect of performance accountability.
Performance Accountability—a behavior of world-class sales performers
The 2014 MHI Global Sales Best Practices Study identified three individual behaviors that drive world-class sales performance. One of them is performance accountability. World -Class Sales Organizations set themselves apart in many ways. One example for performance accountability is their ability to align their sales performance metrics with their business objectives. It sounds obvious, but our data show – in a consistent way over the last four years – that this is a very significant differentiator between world class and all respondents. Now, how does performance accountability look like for a salesperson? Let’s look at a few criteria:
Accountability for the customers’ success
First and foremost, world-class sales performers hold themselves accountable for their customers’ success. They know that the customers’ success is the foundation of their own success. They own the customer’s expected outcome that was part of the solution they have sold. They do everything they can to make sure the expected value is achieved or overachieved. World-class sales performers hold themselves accountable along the entire customer’s journey. There is no walking away after a deal is closed, just as the taxi driver didn’t walk away.
Accountability for own performance
World-class sales performers are focused on results. They don’t accept excuses. They know that focus and energy create movement, and they use their time wisely. They hold themselves accountable to the standards and expectations set by their frontline sales manager (FSM). They recognize that their FSM relies on timely and accurate business updates. They deliver on forecast commitments and maintain current and accurate funnel data. That’s why they are always prepared for opportunity reviews.
World-class sales performers are professionals to the core. They show up every day. They practice hard. They always try to become better. And they demand continuous coaching from their sales manager to leverage their full potential. They are committed to mastering various sales techniques, they are courageous, creative and they take risks – even in the face of fear. They reflect their practice all the time, and they learn even when they lose. Even if they lose the deal, they gain experience. Last but not least, they collaborate: they share best practices, they love to learn from others, and they are well respected by other world-class sales professionals.