Measuring and rewarding the right behaviours will ensure that those behaviours are repeated. Further, your people will want to know exactly what is expected of them:
Inquiring minds want to know, specifically:
- What do you expect from me?
- How do you want me to do it?
- Why should I do it?
- How will I know where I stand?
- How will you help me improve?
By developing behavioural frameworks, linked to specific sales and service behaviours your people will know what is expected of them.
For many years the high performance equation for individuals comprised 2 aspects, namely:
Ability and Motivation
Put simply, does each individual have the skills to do the job and do they want to do it? Further research has added a further aspect:
Accurate Role Perception
To achieve high performance each individual has to be crystal clear on what activities they should be completing on a daily and even hourly basis. High performance, then, has become an equation that can be likened to a 3-legged stool:
These 3 aspects are non-compensating, if you don’t have high levels of all 3, you won’t have high performance. If you want to do a quick check on where your business is with these 3 key performance indicators, score each one out of 10 and multiply them out!
As they are non-compensating this will give you a good idea of the importance of each one and how they interact. So 10 x 10x 10 = 1,000. If you scored your team as 8/10 for ability, and 8/10 for motivation but only 5/10 for ARP, you would score 320/1,000, which means your team is potentially performing at 32% capacity. This shows the importance of accurate role perception, as a rating of 5/10 has an adverse effect on both ability and motivation.
How did you get on?