My media buyers are accountable for the average cost per appointments that we have across all our clients for a certain month. My social media person, for example, is accountable for the number of posts that she was out there on our social media and the number of new appointments and new clients that come through that effort, and you want to have.
There are two kinds of KPIs to kind of numbers you want to track. The first is a kind of quantity type KPI. It’s based on efforts based on how many things are we putting out there, how much effort are we making. If you’re running a cold call team, how many cold calls are they making, for example. That’s a leading indicator. Secondly, there’s a lagging indicator, which is the results. Outcome based KPI which is, for example how many appointments have we gotten how many deals have been closed etc., how many views etc.
So, there’s effort and there’s outcome and you want to have a KPI for each and KPI for people that don’t know is a key performance.