Professional Services
Executives
Professional Services Firm Resets Culture and Accountability Standards
Representative example of translating values from wall posters to daily behaviors
The situation
- A professional services firm had strong values articulated but inconsistent accountability in practice
- Underperformance was tolerated too long, affecting client work and frustrating top performers
- Partners expressed values differently, creating cultural inconsistency across practice groups
What broke
Why training alone wasn't enough:
- Values existed as poster content but rarely influenced daily decisions or consequences
- Accountability conversations avoided or delayed until situations became untenable
- Underperformers remained in roles too long, eroding team morale and client confidence
- Client issues frequently traced back to internal performance problems left unaddressed
- Top performers departed for firms with higher standards and clearer expectations
What we installed
The infrastructure that created lasting change:
- Behavior-based accountability standards translating values into observable actions
- Accountability conversation framework with language and structure for difficult discussions
- Performance-culture alignment matrix integrated into review processes
- Recognition system explicitly tied to demonstrated cultural behaviors
- Defined timelines and protocols for addressing performance concerns
Reinforcement cadence
How we made behaviors stick:
- Monthly culture focus with one observable behavior target across the firm
- Manager practice sessions on accountability conversations with peer feedback
- Peer recognition program aligned with specific values and behaviors
- Quarterly culture health assessments with transparent results sharing
Early wins
Typical progress indicators at each milestone
30 Days
- Early indicators: accountability standards documented and communicated firm-wide
- Managers completed initial calibration on conversation framework
60 Days
- Typical outcomes: first round of previously-avoided accountability conversations completed
- Recognition program launched with visible participation across practice groups
90 Days
- Representative results: performance issues addressed within defined timelines
- Culture health indicators showing positive movement in targeted areas
What we learned
- Culture without accountability is aspiration without consequence.
- The conversation framework was the key unlock-giving managers words and structure to address issues without drama.
- Recognition for values-aligned behavior reinforced standards more than correction alone.
The guiding shift
- Less fixing, more guiding
- Less control, more clarity
- More ownership from teams
This example represents typical outcomes from similar engagements. Your results will depend on your organization's context, commitment, and willingness to install and maintain leadership infrastructure.
Could this work for you?
Let's discuss what realistic outcomes might look like for your specific situation.