Leadership often demands tough decisions, but few are more challenging than addressing underperformance. For many, the instinct is to default to punitive measures: “If they can’t perform, they can’t stay.” But exceptional leadership, the kind that drives lasting results, requires something more nuanced: Restorative Accountability.
This approach doesn’t just ask, “Why did this person fail?” but also, “What role did I play as their leader?” It challenges us to see accountability not as a tool to enforce compliance but as a mechanism for growth, transformation, and alignment with both organizational and human needs.
During my time as Managing Director at 1st National Bank St. Lucia Limited, I saw firsthand how leaders often rushed to terminate employees without truly exploring the root causes of underperformance. Early in my tenure, I had to confront a team grappling with regulatory capital issues, low morale, and inconsistent results. Traditional top-down leadership approaches weren’t moving the needle. It became clear that if we wanted to turn things around, we had to stop treating underperformance as a problem to be punished and start seeing it as an opportunity to grow.
The Case for Restorative Accountability
At its heart, Restorative Accountability recognizes that people are more than their performance metrics. A struggling employee might be facing unclear expectations, insufficient training, or personal challenges. Jumping to conclusions, or terminations, doesn’t just harm the individual; it undermines the team, the culture, and ultimately the bottom line.
As Managing Director at Unicomer OECS, I’ve seen the power of addressing performance gaps collaboratively. One case stands out: a high-potential team member was struggling with the pressure of our largest sales season. Instead of letting frustration dictate the outcome, we dug deeper, offering tailored training and clearer deliverables. Within months, this individual became a key driver of our regional success, helping to surpass targets in a challenging environment.
Leadership isn’t just about maintaining standards, it’s about equipping people to exceed them.
The Framework of Restorative Accountability
Restorative Accountability revolves around six key steps:
Identify Root Causes
Ask: What might be contributing to this underperformance? Is it a lack of clarity, insufficient tools, or systemic challenges? During my time at 1st National Bank, I encountered team members overwhelmed by evolving compliance regulations. The solution wasn’t to punish mistakes but to provide better training and ongoing support.
Focus on Strengths
What does this person already excel at? By building on their strengths, you can create a performance plan that inspires confidence and tangible improvement. I’ve seen this approach transform individuals, even in high-pressure retail environments at Unicomer, where identifying strengths allowed us to restructure roles for better alignment.
Collaborative Problem-Solving
Bring the employee into the conversation. Leadership isn’t about dictating solutions; it’s about crafting them together. For example, at 1st National Bank, I held “solution-focused sessions” with team members where we identified obstacles together and co-created plans for success.
Embed Resilience
Growth isn’t linear, and setbacks will happen. Restorative Accountability focuses on preparing employees to handle challenges independently in the future. At Unicomer, we’ve built resilience into performance reviews by emphasizing learning outcomes rather than just results.
Set Clear Boundaries
Compassion doesn’t mean compromising standards. Define measurable expectations and timelines, providing regular feedback. A good leader ensures clarity at every step to avoid misunderstandings.
Balance Individual and Organizational Goals
Aligning personal growth with the company’s mission creates mutual accountability. When employees see how their success contributes to a larger purpose, motivation and performance improve.
Why It Works
Restorative Accountability isn’t just about keeping people employed, it’s about creating a culture where accountability drives growth, not fear. Research consistently shows that psychologically safe environments lead to higher engagement and better outcomes. Employees want to feel valued not just for what they produce but for who they are.
At 1st National Bank, this approach turned a struggling organization into a high-performing one. We achieved local and international recognition because we prioritized people while holding ourselves accountable to deliver results. Similarly, at Unicomer, embedding these principles has driven both individual and organizational success during pivotal sales periods.
Restorative Accountability and #TheExceptionCode
Restorative Accountability reflects the essence of #TheExceptionCode; taking unconventional, bold steps to drive exceptional outcomes. Exceptional leaders don’t avoid tough conversations or difficult decisions; they approach them with empathy, curiosity, and a commitment to growth.
Our mission with #TheExceptionCode is to challenge leaders to elevate their approach, to recognize that leadership is about creating opportunities for people to thrive while achieving results. Restorative Accountability is one way we live this mission.
Call to Action
As leaders, our legacy isn’t measured by the number of people we let go, it’s defined by how many we help rise. Before making your next tough call, ask yourself – “Have I done everything possible to support this person’s success?”
If you’re ready to lead exceptionally, explore the resources at #TheExceptionCode. Let’s build a world where accountability inspires, transforms, and drives results, not just for organizations, but for the people who make them possible.
