As a leader, implementing employees to have goals could be essential to the success of your business. Employees should have something to work for and not just doing the same thing over and over again throughout the day. The goals shouldn’t be the simple “I want to finish my work by the end of the week.” That is not a goal, it is the job they should have accomplished without setting up any goals. So how do you know if the goals your employees are setting are good? They should be SMART goals that are being set. SMART stands for specific, measurable, achievable, relevant, and time-bound.
Saying “I want to improve my customer service” is not a SMART goal. Wanting to improve your customer service by learning more about communications or by responding to their emails within an hour of when they were sent to improve the company’s customer reviews by 10% at the end of the month is a SMART goal. Specific is the what, why, and how of the goal. Improving your customer service is the what and most people stop here. Learning more about communications and responding to emails is how the employee is going to improve their customer service skills. The company wants better customer reviews is the why. As you can see the more specific you are the clearer your goals are.
Goals should be measurable so you can access the evidence to see if you are achieving the goals. Using the example above, add that you want to have 25 positive reviews more than last month. At the end of the month, you can compare the number of positive reviews your company has received.
Just because goals are supposed to be achievable doesn’t mean you shouldn’t challenge yourself either. They should be in the realm of possibility though. If you don’t have anything to do with customer service, you would not make the goal above. Or if your company only had 100 clients and last month you had 90 positive reviews. There would be no possibility of gaining 25 more positive reviews with that number in your customer base.
Check back to read SMART Goals: Part 2 and learn how to make your goals relevant and time-bound.