Accountability gets tossed around like a buzzword. But in the trenches of last-mile delivery, it’s not jargon—it’s your survival strategy.

In this episode, Jim Royce—founder of The Last Mile NYC and a 25-year veteran of the delivery industry—dives deep into what accountability really means for last-mile delivery professionals (LMDPs), and why your operation’s culture, systems, and signals either build it… or bleed it dry.

Forget the “bad apples” narrative. Jim reveals how even your most cynical, underperforming employees may be reacting rationally to broken systems. He unpacks the hidden drivers of behavior, including a concept he calls the boiling point—that critical threshold where effort stops making sense to your people. And he explains how small, overlooked factors like scheduling friction, unclear ownership, and borrowed culture from logistics companies can erode accountability over time.

This episode goes beyond pointing fingers—it offers a framework for how to build stickiness, reinforce standards, and ultimately create a culture where showing up, staying engaged, and delivering results is the norm, not the exception.

📌 Topics Covered:

• Why data alone doesn’t equal accountability

• The “complainer” employee—problem or canary in the coal mine?

• How divided loyalty sabotages team cohesion

• The difference between removing a problem and solving one

• What your systems are really telling your team

Whether you're a DSP owner, team lead, or operator scaling through the storm, this episode offers the strategic lens—and battle-tested wisdom—you need to lead with clarity.

Because in last mile, if accountability cracks, everything else does too.