Peter Drucker is credited with the now famous saying, “If you can’t measure it, you can’t improve it.”
He was, at best, partially right.
That saying alone fueled an obsession with tracking business outcomes from revenue to expenses to productivity ratios to client satisfaction. And while that tracking is helpful, it’s only a part of the bigger picture. A much bigger picture.
Humbly, I might suggest that you can’t improve “it”, unless you understand what drives “it” up or down.
So to add to Drucker’s statement…
“If you can’t measure it, you can’t improve it.
But, you can’t improve it simply by measuring it.”
When it comes to the quality of your client relationships, choosing the benchmark is only half the battle. You can measure satisfaction, value, Net Promoter Score or some other metric that reflects the outcome you want to achieve.
But if you don’t understand the inputs, you can’t know which levers to pull to affect change.
So while it’s tempting to focus on measurement, we owe it to ourselves, our clients and our teams to look a little deeper. And rather than writing more today, I created this quick video to provide some further context.
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