What to DO to GIVE Referrals: Element: Accountability | Topic: Documentation – Score Card

Referral Trigger for the week of July 17
Topic:Element: Accountability | Topic: Documentation

PowerCore checks 17 different behaviors on the monthly Team Score Card.

  • How many things do you check about your clients?
  • For each item you track, tell us how frequently you look at
    this metric, and explain what the answer tells you.

Contrast two different clients, and share how
tracking led to a successful result for them.



3 Responses to What to DO to GIVE Referrals: Element: Accountability | Topic: Documentation – Score Card
  1. Jason Williams
    July 14, 2017 | 9:33 pm

    For me everything gets tested and tracked. All functions of whatever system that is being installed is tested for proper functionality. Recently though I’ve begun sending follow up emails after the installation is completed and the client’s had some time to play with the system. I got a call from Meredith. She had another company install a system a few years back. They also sold her a one touch remote that no longer worked. And now they’re out of business. I’m versed in almost every major brand of universal remote programming on the market so when she called me I was able to come out and reprogram her Pro Control remote. As per usual every button was pressed. Every function was tested. All seemed right. After a week I sent her a follow up email and found out that none of her number buttons would double press on the cable box. So she couldn’t enter 11 or 22. I immediately scheduled a follow up visit to fix the remote only to find out that it’s an error in the cable box. After a quick call to tech support a work around was programmed in and now it’s working like a charm. She was so happy she had me install several automated lights!

  2. Kim Hall
    July 18, 2017 | 11:34 am

    Staying in contact with the client during the remodeling project is a must. Even after the project is completed, i always follow up making sure everything is working properly and that the homeowner is happy with their new remodeled space. On one kitchen remodel she was unsure about the new large pantry cabinets we installed, she never had cabinets there before. 3 months after the project was completed, i called her and asked if i could stop by and take a few pictures of the kitchen she said sure. When i arrived i asked her about those large pantry cabinets and she then said I really like them, and am glad we put them in.Follow up is key and important to make sure your client is happy and satisfied with your work.

  3. Mary Schneider
    July 19, 2017 | 5:48 pm

    As a coach, two key metrics come to mind. First is response time. How long does it the client to respond after I send an email, text or voice mail? Another is their Say/Do Ratio. Do they do what they say they are going to do? Have they completed their homework assignments? I check these on agreed-to dates that we set together during our calls. At a minimum, it is weekly. The answer tells me how invested they are in making progress and how seriously they are taking the process. A coach is like a personal trainer. We advise and give the client exercises to do; it is up to them to do the work.

    Let’s compare two clients.

    Valerie* needed interview skills and help to find a new job. Since the start of her program with me, she has done very well on Response Time and her Say/Do Ratio. Last week, she slipped. She said she was overwhelmed with the activity – phone screens, technical interviews, and follow-up action steps. I suggested she look at the activity as excitement that things are happening. This week her numbers improved.

    Let’s compare Valeria to another client, Mitchell*. He started off strong but shortly became very tough to work with. He stopped making payments, he wanted different resumes for each job to which he was applying, and he wanted me to write all of his cover letters even though I had written the first one and gave him a framework to follow. I finally told Mitchell that we needed to part ways.

    Metrics are important. “You don’t get what you expect. You get what you inspect.”

    Mary Schneider

    *Not their real names

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