OK, so talking about hockey right after my Boston Bruins experienced an enormous collapse in the NHL playoffs is a really tough thing to do. The sting is still right there but, I think I have a great concept to share that is related to my favorite sports statistic so I will just have to grin and bear it.
I also want to point out that I realize using sports analogies to talk about business performance can really turn some people off. Please realize, I realize this. But, with that in mind, I am still sure this will be one of my favorite posts. And, I have never even played an organized hockey game in my life.
The statistic I want to talk about is known as “Plus-minus” and I consider it to be one of the most pure, revealing and useful statistics in all of sports. I also believe this statistic would be incredibly valuable if we could find a way to track it, or something similar to it, in the business world.
Plus-minus is an ice hockey statistic that measures team goal differential when a specific player is on the ice. Basically, a player’s plus-minus statistic is increased by one full point every time their team scores a goal while they are on the ice. Conversely, they experience a one point reduction every time the opposing team scores a goal while they are on the ice. In essence, your personal plus-minus score reveals whether or not you had a positive or negative impact on the performance of the team. Plus-minus reveals whether or not you helped the team win more or less than the other players. Plus-minus reveals whether or not the team was a winner or a loser while you were in the game.
I love this statistic!
I do realize this statistic may be difficult to track in business. Or maybe it wouldn’t be?! Many companies already track customer satisfaction so how tough would it be to break that down by shift, team, team member or leader. It would be as simple as running a more segmented group of statistics by shift. Wouldn’t it?
Imagine that! As a leader you would have the ability to sit and determine how well your business performed while one team member was serving customers versus another. This statistic answers one of the most important business questions we, as business thinkers, seek to answer: Who makes my business better? Once we answer that question we can then answer an even more important business question: What are they doing that makes our business better? After that, we can start talking about taking the best practices from these best performers and conduct training sessions around their approach to customer service or leadership etc.
On an individual level, I suggest everybody ask themselves the “plus-minus question” each and every day and, maybe even, after each and every client interaction. This question is: Would I give myself a place or minus on that interaction? Did I give my company (and myself) a plus on that interaction or did I allow the competition to score a goal on us on that interaction? Great customer service interactions give you a plus and lousy customer service interactions give you a minus. This is a fun, easy and powerful way to maintain a real time focus on personal performance.
If you keep the concept of plus-minus top of mind, the way every hockey player does with every shift, then you will always be in the position of being your own personal performance scorekeeper. You will always be in a position to judge your own performance. As a result, you will always be mindful of the quality of your contribution to the team and your own personal brand.
My Suggestion? Keep a plus-minus mindset and make sure every customer interaction counts!
I suspect that your career prospects and personal success levels increase as your personal plus-minus score increases.
Good luck to all and be sure to make every shift and every customer interaction count.
Tags: customer service, employee engagement, leadership, retail customer service, retail service quality index, RSQI, teamwork