One of the most impactful shifts you can make in your agency is fostering a culture of ownership. When team members feel personally invested in their roles and the agency’s success, everything changes—productivity increases, problems get solved proactively, and clients notice the difference. Creating this culture isn’t about micromanaging; it’s about empowering your team to take responsibility and pride in their work.
Drawing insights from Facts Not Feelings, here’s how to build a culture of ownership in your agency.
1. Create Clarity with Roles and Goals
Ownership begins with understanding. Team members can’t take responsibility for what they don’t fully understand. Clearly define roles and responsibilities for every position and ensure alignment with the agency’s overarching goals.
- Define Key Metrics: Every role should have one key number they’re responsible for, like churn rate for customer success or COGS for operations.
- Set Clear Expectations: Provide detailed job descriptions and specific performance metrics so no one has to guess what success looks like.
Example: One agency client I worked with had no clear accountability system. Once we implemented role-specific metrics and aligned them with the company’s larger objectives, productivity soared, and team morale improved.
2. Empower Autonomy and Decision-Making
Micromanagement kills ownership. If your team feels like they can’t make decisions or have no control over their outcomes, they’ll never take full responsibility for their work.
- Trust, Don’t Hover: Empower team members to make decisions within their roles.
- Provide the Tools: Equip them with resources, training, and systems so they have what they need to succeed independently.
Pro Tip: Jocko Willink’s philosophy of “Decentralized Command” fits perfectly here—leaders set the mission, but teams execute the plan with autonomy.
3. Reinforce Accountability with Facts, Not Feelings
Accountability is the cornerstone of ownership. But accountability works best when it’s tied to objective data rather than emotional reactions.
- Track Metrics: Use dashboards to make individual and team performance visible to everyone.
- Regular Check-Ins: Hold one-on-ones to review progress against key metrics and address challenges.
Example: In Facts Not Feelings, I share how agencies that emphasize data-driven accountability see faster growth and fewer internal conflicts because numbers don’t lie.
4. Reward Ownership and Initiative
Ownership should be celebrated and rewarded. When team members go above and beyond, acknowledge it.
- Public Recognition: Call out wins during meetings or via team communications.
- Tangible Rewards: Offer incentives like bonuses or extra time off for exceptional performance.
Example: At one agency, a team member streamlined a reporting process, saving hours each week. The leadership recognized their contribution with a bonus and shared their method across the agency.
5. Lead by Example
As a leader, you set the tone. If you demonstrate ownership in your role, your team will follow suit.
- Own Your Mistakes: Be transparent about failures and share how you’re learning from them.
- Show Dedication: Commit to the agency’s mission and lead with integrity.
Pro Tip: When you model accountability and transparency, you give your team permission to take risks and learn from them without fear of blame.
6. Foster Open Communication
A culture of ownership thrives on trust and communication. Your team needs to feel comfortable sharing ideas, feedback, and concerns.
- Create Feedback Loops: Ask for input regularly and act on it.
- Transparent Decision-Making: Explain the “why” behind big decisions so your team feels included.
Example: Agencies that hold regular town halls or Q&A sessions with leadership report higher levels of team engagement and satisfaction.
7. Focus on Alignment to Core Values
Ownership is impossible if your team doesn’t believe in the company’s mission, vision, and core values.
- Hire for Culture Fit: Look for candidates who align with your values and mission.
- Reinforce Values Daily: Incorporate your values into meetings, performance reviews, and day-to-day conversations.
Example: Agencies that integrate core values into hiring and onboarding see stronger team cohesion and fewer conflicts down the line.
8. Encourage a Growth Mindset
Mistakes are inevitable, but how your team responds to them defines your culture. Encourage learning and growth over fear of failure.
- Frame Mistakes as Learning Opportunities: When something goes wrong, ask, “What can we learn from this?”
- Celebrate Progress, Not Just Perfection: Acknowledge incremental improvements to build momentum.
Pro Tip: Teams that feel safe to innovate and fail smartly are more likely to take ownership and push boundaries.
9. Build Systems That Support Ownership
Ownership isn’t just a mindset—it’s supported by systems that make expectations and progress visible.
- Implement SOPs: Document processes so team members know exactly what’s expected.
- Use Project Management Tools: Platforms like Asana or ClickUp help track responsibilities and deadlines.
Example: One agency implemented a system where team members created and updated their own SOPs. This gave them a sense of ownership and pride in their roles.
Final Thoughts: Ownership Is a Culture, Not a Buzzword
Creating a culture of ownership isn’t a one-time initiative—it’s an ongoing commitment to clarity, accountability, and empowerment. When your team feels ownership over their roles, their decisions, and their results, your agency becomes unstoppable.
It starts with you. Lead with integrity, hold everyone (including yourself) accountable, and create an environment where ownership is celebrated. The result? A thriving, aligned, and high-performing team that drives your agency to new heights.