Part 4: Gaps

You’ve collected feedback from your customers and employees, and now it is time to do something with it. Get your team together for a meeting, and identify any performance gaps – remembering that you are still working towards your team goal!

Tracking your performance is just as important as setting goals in the first place. You should be collecting feedback from your employees and customers monthly, and team meetings to discuss feedback and performance gaps should occur each month just after feedback comes in. Identifying gaps in your performance and determining what the causes where will help you create an action plan.

In this video, Bill discusses how you should go about reviewing your performance. You should get your team together, revisit your vision and team goals, and then record feedback scores (out of 10) on your team scoreboard. This should leave you with a score out of ten for both customer experience and employee experience, which you can compare to your expectations for that month – set at the last meeting.

Here you can identify performance gaps, and openly discuss as a team why you may or may not have met your expectations. Establish which of these reasons are controllable, and rank them in order of priority for next month.