Quiet Confidence With Dr Tess Crawley

PERFORMANCE … When talking performance indicators, most people assume Key Performance Indicators - and then link these to punitive measures to curb underperformance. I’d like you instead to think of two types of performance indicators:  Key Performance Indicators and CUSTOMER Performance Indicators. Key Performance Indicators can be things like: - Number or referrals/enquiries per month. - Number of conversions (initial appointments attended or first sales) - Retention rates (number of sessions attended before client drops off) - Average session fee for appointments - Average sale amount Go over these for each month and check for trends. These can be trends for staff performance, trends for “hot” or “cold” business months, and so on. Try to identify what’s driving the trends you identify. (Obviously taking Covid19 into account.) Customer Performance Indicators can be things like: - First impression on the phone - Satisfaction with email responses - First impression when entering your premises - Satisfact