Joe (not his real name) began the team meeting by covering the team's scorecard and <a href="http://management.about.com/cs/generalmanagement/a/keyperfindic.htm">Key Performance Indicators (KPIs).</a>
<blockquote> "Great work on your sales KPIs, we're in the top-tier across the board.  We are so close to beating Sharon's district.  If everyone just sold one more today, I think we can do it!

Also, we seem to be struggling in the customer service KPIs.  We have a downward trend and there are 4 districts ahead of us.  I need more focus there across the board.  Janet, you are doing the best... so whatever you're doing keep it up.  Everyone else, I need you to try a bit harder.  Awesome.  Thanks everyone... now let's go make it a great day.  Remember, fantastic customer service!"</blockquote>
If that sounds like a team huddle you've ever been in, you know why I have a love/hate relationship with KPIs.  Joe's team may understand the KPIs, but they don't have a clue what they are supposed to do when they leave that meeting.

What should they DO to sell one more?

How DO they improve the customer experience?

Read more at <a href="http://letsgrowleaders.com/2012/12/12/the-problem-with-kpis/">Let's Grow Leaders</a>