Joe (not his real name) began the team meeting by covering the team’s scorecard and Key Performance Indicators (KPIs).
“Great work on your sales KPIs, we’re in the top-tier across the board. We are so close to beating Sharon’s district. If everyone just sold one more today, I think we can do it!
Also, we seem to be struggling in the customer service KPIs. We have a downward trend and there are 4 districts ahead of us. I need more focus there across the board. Janet, you are doing the best… so whatever you’re doing keep it up. Everyone else, I need you to try a bit harder. Awesome. Thanks everyone… now let’s go make it a great day. Remember, fantastic customer service!”
If that sounds like a team huddle you’ve ever been in, you know why I have a love/hate relationship with KPIs. Joe’s team may understand the KPIs, but they don’t have a clue what they are supposed to do when they leave that meeting.
What should they DO to sell one more?
How DO they improve the customer experience?
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