In EOS, the first tool we tackle during our Focus Day is the Accountability Chart. As we set up this foundational exercise, I always do a brief illustration showing that all major functions like sales, operations, and finance need to be strong for the company itself to be truly strong. Think of it like a three-legged stool: if one leg is wobbly, the whole thing tips over.
This summer reminded me exactly why this matters. I was traveling internationally with my family, flying with a carrier that had a stellar reputation. The actual flight experience? Absolutely phenomenal. The flight attendants were the best I’ve ever encountered, the food was surprisingly good, and I’d rate that flight experience a 10/10.
But here’s where it gets interesting from an EOS perspective: Everything leading up to that flight was a complete disaster.
Letting One Star Hide the Cracks
I had to waste nearly 20 hours dealing with their broken technology, unresponsive phone support, and chat agents who couldn’t solve basic problems. The flight operations function was world-class, but their customer service and technology functions were failing miserably.
So despite that amazing flight experience, I’ll never use that airline again. Their weak functions are costing them customers—and probably millions in lost revenue.
This is exactly what we see when companies haven’t properly structured their Accountability Chart or identified where they have people issues. One department dropping the ball can undermine the excellent work happening everywhere else.
Related Reading: How to Get the Right People in the Right Seats
Spotting the Wobbly Leg in Your Business
In the airline’s case, the cracks were glaring. But in your own business, weak functions often show up in more subtle ways. The signs are there. Missed deadlines, dropped balls, unhappy team members, or complaining customers. You just have to be willing to see them.
As you think about your own company, ask yourself:
- Do you have any weak functions that are quietly sabotaging your results?
- Are all the right people in the right seats across every major function?
- Are you relying on one high-performing department to carry the business?
- Are any processes causing friction that frustrate customers or coworkers?
- Are you avoiding a tough People decision that’s keeping a function weak?
Remember, in EOS we say that all functions need to be strong for a company to be truly strong. That airline learned it the hard way. Don’t let your business make the same mistake.
If you’re feeling friction in your business, or if one department is excelling well beyond the others, it could be a sign that some function is quietly dragging down the whole. The Accountability Chart doesn’t just define roles; it is an EOS Tool that can help reveals where gaps exist and where leadership teams need to take action.
Related Reading: The Accountability Chart
So don’t wait for angry customers or burned-out employees to tell you something’s broken. Take a hard, honest look across every major function and ask yourself: What leg of the stool might be wobbly?
Get real. Get open. Get strong.
Explore the EOS Academy
When one part of your business lags behind, it creates ripple effects that it can slow progress across everything else. Fixing it often starts with getting your leaders more aligned, more capable, and more confident in how they lead.
EOS Academy is one way to make that happen. It offers real-world training your team can use right away: short, focused lessons that encourage better leadership habits and stronger follow-through.
No fluff. No filler. Just straightforward, actionable content your team can put into practice right away. Thousands of teams already use EOS Academy to improve follow-through, make intelligent decisions faster, and build the leadership capacity needed at every level. Want to see what it can do for your company? Create your free account today.
