What Commitment Means

The American Heritage Dictionary defines commitment as
"being bound intellectually or emotionally to some course of action."
Ask most managers if they are committed to customer service, quality, and employee development, and nearly 100 percent would utter the expected response: "of course we are!” But ask them three more questions: "Are you emotionally engaged in continuously improving your products and services? Do you spend at least 5 percent of gross sales on training? Do you grant employees the power to ensure that customers have a positive experience with your company?" ... and their eyes glaze over.
Forget specifying exact methods or means for achieving the results you desire from employees; otherwise, you will be buried in micro-management. When employees fail to produce results because they were forced to adopt someone else's roadmap, they become discouraged and disenchanted with their jobs. We often hear, "I did what I was asked to do, so it's really not my fault." Sadly, these stiffled employees end up "checking their brains at the door!" But, when employees know what is expected of them, and they are entrusted to apply common sense principles to execute their jobs, they will do whatever is in their power to create those magical moments for their customers. The result: true commitment that may surprise even the employees themselves!