Expectations

Do you ever get frustrated because you can't seem to get where you want to be? You have goals, but some one, or some thing gets in the way. You treat the customers well and still can't seem to get the performance scores where you want them? Your gross stinks and you can't seem to get out of the basement.

*Have you set the expectations with your entire staff? Do they know what you expect, or why you have those expectations? Do you just spiff them to get higher scores? Or do they understand Customer Retention is what will make you successful? Do they understand the long term opportunities from doing the right thing? Make sure they know what you want, otherwise how can you hold them accountable?

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