How To Build Great KPIsJoe (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?

Read more at Let’s Grow Leaders

Karin Hurt
Karin hurt is CEO of Let's Grow Leaders, a leadership consulting firm focused on helping companies achieve transformational results by building rock-solid frontline leadership teams.She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon.She most recently served as Executive Director of the Strategic Partnership Channel at Verizon Wireless where she transformed customer service outsourcing, working with companies and call centers to build great customer experiences and strong cultures. Her high-trust, high-collaboration approach has led to substantial improvement across the portfolio, with centers performing at parity or above internal centers.Prior to that she led a large Verizon Wireless sales team (2000+) leading the Nation in store sales to the Small and Medium business space. Her book, Overcoming an Imperfect Boss: A Practical Guide To Building a Better Relationship With Your Boss is available on Amazon. Karin has an BA in Communication from Wake Forest University, an MA from Towson University in Organizational Communication, and additional graduate work at the University of Maryland, where she taught communications classes.She was recently recognized as one of the top 100 thought leaders in Trusted Business Behavior by Trust Across America and as Multiplier of the Year by the Wiseman Group.Karin lives in Baltimore with her husband and two sons. She knows the long road of the marathon runner and the joy of good song, all of which inform her leadership.
Karin Hurt

@letsgrowleaders

Leadership consultant writer and speaker. Download the first chapter of my book free http://t.co/aUm9NCbDVO
5 Reasons Your Team Thinks You’re a Bad Boss http://t.co/avUrfetzYG via @govexec - 2 hours ago
Karin Hurt
Karin Hurt