The Problem With KPIs (Key Performance Indicators)

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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