What we found
When a tech's number drops, the first instinct is the tech. Ours was too. More than once the real cause was in the data: a job type coded wrong, a cancelled job counted as a lost sale, a lead assigned to the wrong person.
What we changed
Every number on the scorecard has a written definition and a way to drill into the jobs behind it. A conversation about performance now starts with the list of jobs, not the score.
How you can apply it
Rule for managers: no coaching conversation until you have looked at the jobs behind the number. It takes five minutes and it saves the relationship.
