Episode 20: How to Measure Your Team’s Success

"In this Advisor PACT™ Monthly Session, Mark McKenna Little answers a crucial advisor question: “How do I measure the performance of my Administrative Manager and Subject Matter Experts?” He introduces the Expectations Conversation™, a structured performance review held three times per year with each team member. Mark explains how to prepare for these meetings—keeping a running file on every direct report, documenting both excellence and deficiencies, and using the Key Performance Measures™ (KPM) form to score progress objectively from –10 to +10 across specific categories. He details how these reviews drive continuous improvement, accountability, and alignment with the Implementation Objective™: to deliver Truly Comprehensive Financial Services™ so extraordinary that Ideal Clients view the team as indispensable. Mark concludes by teaching how to interpret score discrepancies, track progress over time, and link performance directly to Spontaneous Unsolicited Client Referrals™—the ultimate indicator of a team’s mastery and value."