If you - as a leader of your team, your department, your firm, even - want to build a profoundly successful business, you'll want data at your fingertips. You'll want the data that enables you to make the best decisions and that will enable you to grow the business that you've got in your mind's eye. As well as the data, you'll want to better appreciate how to grow and develop the knowledge, skills and habits of your team so that they bring a client focus in a way that ensures that your clients believe they're in the best hands, that they're working with the best possible firm for them. Data, team, clients - these are the three topics of the discussion I was fortunate enough to have with Dawn Marriott, ex-CEO of Azets. Dawn is currently working with the funder HG Capital and with their rising stars across the 50 companies in which HG Capital invest.
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The Solution:
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During the podcast, Paul and Robert discuss the value of KPIs for both the team and the clients. Robert talks about the typical KPIs for a hospitality business and their importance to management and to the wider team. He feels that when the team have KPIs they are more invested and better connected to the KPIs of their manager, as well as to the business as a whole.
From his team’s point of view, Robert thinks that quarterly goals are too broad, so they have introduced monthly meetings with each team member to ensure that their current KPIs and goals are still correct and achievable.
Rob's main KPI is team happiness – if they are happy, the clients are happy.
Most accountancy firm owners and managing partners measure what they think is right rather than measure what matters most.
We know accountants love to track and measure – let’s make sure you track and measure the right things in your firm. Click here to read this Business Breakthrough report – Healthy Heartfelt KPIs – and discover how to use them as key PREDICTIVE indicators.
Towards the end of the podcast, Robert and Paul discuss leading and managing change and how there is just never enough time to get eveything done. Rob talks about the discipline he attaches to his running and admits that he does not always get the work/life balance right.
He mentions a book called Atomic Habits, by James Clear, that outlines how small changes can make a big difference. Here is a link to the book.