This morning I was in a medical clinic for an appointment. As I walked through the facility, I noticed there was a piece of paper posted next to the door of each office. Being curious, I stopped to look. The post was a scorecard and ratings of the medical group inside!
The ratings were listed in percentiles and one LARGE number stood out – the satisfaction rating of the patients.
Think about the psychology of that scorecard for everyone to see. The employees see it when they come to work and patients see it as they walk in the door. It is a visible reminder of the service and customer experience.
What a powerful visual to how well each of those teams was performing… in the view of the people receiving their service!
And this is measurement – making the invisible visible is one way to boost your accountability and your sales!
Our society has become much more immediate feedback driven – my teen thought waiting 10 days for his ACT results was an eternity! What about you? How often to you review your metrics to determine how you are doing? Do you get them monthly? Weekly? Is that enough?
If you are an active seller – meaning you are in contact with prospective buyers each day – I suggest you keep score each day! Tips on keeping score:
- Identify WHAT you can measure – # of initial contacts, # of follow-up calls, # of proposals, # of quotes, time on customer/prospect activities, wins/losses, sales funnel/pipeline status, customer feedback ratings, etc.
- Determine HOW you can measure the items.
- Identify the FREQUENCY of the measurement.
- Evaluate the OUTCOMES you seek – what is your target? At what levels do you need to do something different? This could mean overage of outcomes or shortfall.
- Determine your ACCOUNTABILITY to measurement and the actions you will take.
- Put the measurement into PRACTICE – start keeping score!
I’m a professional salesperson, just like you. And when I stop keeping score, and keep myself really busy, it seems like I am making progress. But most often I am fooling myself. Busy-ness does not mean productive-ness!
What about you? What do you do to keep score? What lessons have you learned when do or don’t consistently take time to review your scorecard?