This whole article, and this line in particular, covers a theme I’m spending a lot of time on:

How do you coach, teach and set expectations around responsibility?

Reliable people do what they’re told. If you want the numbers to go up, then they’ll make the numbers go up. It’s easy (relatively) to make the numbers go up.

But what makes someone take the extra step and find out what the numbers going up even means. That’s what I’d call responsibility.

That’s essentially what a leader is. It’s the person who would look at the numbers and then have the curiosity to try to understand what customer story was going on behind them. That sort of leader is taking responsibility for root problems.