Image Courtesy Bob Smith
Many jobs are confusing, if performance is based on a spreadsheet, is that what the real job is?
If customers are not being served but the spreadsheet looks great, there is a disjoint between what’s expected and what’s delivered. Your head-office might love you to bits, but your customers might be frustrated.
Many people feel if they don’t manage to the spreadsheet, they are going to risk their career and thus fail to serve the team or the client in order to do what they believe the company wants of them. It’s a tough balance, one that often pits values against performance.
Here are 3 questions you can ask yourself to determine if you are living up to your potential.
- Who are my customers, my real customers?
- What % of my time is being used to meet evaluation rather than meet client expectation?
- Does meeting this performance indicator actually meet my own value system?
Sometimes we forget that our evaluator is not a customer. Become your own customer experience evaluator, try to see what experience you are giving to your customers while still meeting your performance goals.
Patti is a strategic advisor in Leadership Development, Customer Service and Culture through Mergers and Acquisition. You can book her to speak at her Speakers Page.
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