What Happened to Accountability? [INFOGRAPHIC]

Zendesk has an infographic about how to hire for client-facing positions. In essence, you can teach skills; it’s the inherent traits such as kindness and empathy that you want to hire.

It makes sense. When someone is the voice or face (or both) of your brand, you have to make sure they know how to talk to your audience.

Yet a few things seem to be missing.

Where are accountability, follow-through, or execution as desired traits or skills?

I’d like to see another section after Hire for Attitude; Train for Skill, one that includes the final rounding off that would make this new hire a prize: Having the drive to do something with what you learn from the people you talk to, ideas you’ve come up with during conversations, ways to make things more efficient, reliable, awesome.

What happens after the phone is down or the screen is off?




More reading: Another infographic that lists 10 skills you’ll need for the jobs of 2020–but is a little shy on accountability here, too.

2 thoughts on “What Happened to Accountability? [INFOGRAPHIC]

  1. Great post, B. I get that this infographic is aimed at “face of the company” type of positions, but I think it can apply to all types of positions. Everyone is a representative for their organization at some point (even if just to their friends and family when describing where they work/what they do). Your question about accountability and follow-through also applies. In a previous job, I was considered one of the “chicks who got $#!t done,” and I loved that. Being part of a team who did what they said they were going to do, and made progress was awesome. I carry this basic principal with me today. Yes, some days are less productive than others, but the days I execute and get $#!t done are way better than those that I don’t.


    • Thanks, Heather! (Also, I apologize; I thought I had responded before, but I see I hadn’t.) You’re absolutely correct–being known as someone who gets stuff done goes really far. It may give you more than ask for, some days, but overall it’s a highly preferable label!


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