social performance managementIn my last blog, I discussed the importance of retaining your valuable employees and 5 key considerations for how best to do this. In this blog, I’ll share some short cuts on how you can design and implement a social performance management program in no time with Work.com, the social performance management solution by Salesforce.com.

Recognize Automatically
You can set a good example for your team and others by identifying appropriate badges, defining their use and manually giving out a few here and there on a timely basis. However, people get busy and they forget. This is how programs lose steam. Wouldn’t it be better if you could ensure consistent public recognition for your team’s achievement of their goals based on data right there within Salesforce? Here are a few ideas for how you can leverage the native functionality of Salesforce with Work.com to automate the recognition of sales and marketing employees for their good work.

Before you begin, review your company and team goals to determine which could be appropriate to automate publicly. Evaluate your teams’ activity in Salesforce to determine that you have the appropriate data available to you to build a report or trigger a workflow. Define the parameters for when recognition should be received, what badge should be used, and what should be said for each goal.

Option 1:
For simpler metrics based goals that are dependent on daily activities (i.e. # of new leads, # of calls in a day, # of closed opportunities), consider automating public recognition through the use of simple triggers. In addition to just a Chatter post, both the employee and you as their manager should be notified that the goal has been achieved so that you know in real-time.

Automating recognition also ensures that the achievements are tracked under that employees’ performance in Work.com so that you can easily look back and remember when you are working on their review or feedback.

Option 2:
For less common, more difficult goals to achieve, consider using workflow to prompt managers to give recognition. The prompt would be based on activity tied to an employee in Salesforce (i.e. achieving a target response rate for a campaign, winning a very large deal or closing a deal in a certain timeframe). This option not only serves as a good reminder to managers to recognize and talk with their team, but also allows them to be selective. Sometimes achieving a goal could have external factors that may need to be considered. You could also consider adding a monetary reward as an option in the manager’s prompt.

Give Tangible Rewards
Gamify performance and reward employees for completing tasks and reaching key business milestones. Create a public program for your company or team encouraging individuals or teams to reach certain goals during a certain time period. You can design reports to show the rankings and post them in Chatter to show progress and drum up competition and excitement. This type of tactic works great regardless of whether it’s Sales Rep against Sales Rep or Sales Team against Sales Team. When the goal has been received, reward the Rep or Sales Team publicly using Amazon.com rewards via Work.com rewards for a job well done. For example, the first Sales Rep to win a deal with a new client this quarter gets a $100 gift card. The region with the highest number of new clients this quarter gets a team reward dinner. Allocate a different badge for each special reward.

Remember to clearly define and communicate your gamification program at the start of the month of the quarter so that all qualified participants are clear on the expectations and rules!

Use Coaching Notes
Coaching notes can be public or private. Take the time to chart out a public plan of action that is visible to both your employee and you, based on their goals. Use this as the basis of your discussions, be it weekly or semi-monthly, so that you don’t lose track of what they’ve committed to in order to reach their goals, and how you’ve committed to help support them in getting there. Think of the Coaching utility as a journal that not only includes your discussion, but also provides a log of progress over a timeline.

You do your employees a big disservice when you commit to helping them and then forget and never follow up. Making 1:1 notes public between you and your employee holds you both accountable in the relationship (especially when working with a new hire) and is a great way to build trust. Be sure to document both shortcomings as well as achievements. For shortcomings (keep these notes private), always document what steps are needed to take to improve after you’ve discussed them.

Keep private notes for yourself to plan out each meeting and specific topics that need to be addressed or recognized so that you don’t forget. The key thing here is to make sure that you’re meeting regularly with people who work for you, both as a team and 1:1.

Utilize Objectives
Goals are not just something you do once a year to satisfy an HR requirement. They are a career plan and should be taken seriously. Some goals are measureable, but some may be related to softer skills like writing, presentation skills, and negotiation skills. Goals should be different from employee to employee, but a common formula may have a mixture of professional (some of which may be tied to the organization or your team), personal and soft skill development. If you are a new manager and have never written someone else’s goals before, get advice from HR or seek out a seminar.

All of the above goals can be created and managed in Work.com, in the form of Objectives along with the creation of short term or long term plans in the form of Key Results. The great thing about Work.com is that you can align the goals across a team or with a company goal, so you can track overall progress against an objective, not just that of an individual. You can also tie a goal directly to a report (i.e. # of new leads, # of opportunities closed, average calls per day or month) to keep your progress up to date in real-time.

Take Advantage of Dashboards for Monitoring Performance
Work.com has some dashboards available for download on the AppExchange, but think outside the box when you think about measuring performance.

For measurable goals, build out specific reports and tie them to your employee or team’s objectives to update their objectives in real time. Set conditional formatting to indicate when people are ahead or behind their key results, so that you know when to talk to them about their performance. Tie goals to specific activities in Salesforce whenever you can. This allows them to auto-update the goal and gives you a real-time tracking mechanism. Build out reports to track any type of gamification activities so that you can report on the standings in real-time.

Looking for a quick way to prep for 1:1s? Try reviewing dashboards with a collection of real-time data on your team’s performance in combination with coaching notes. These are both great tools to facilitate open, honest, and productive conversations with individuals and in a team format.

To conclude, Work.com has some very basic, out of the box functionality as discussed above that can be easily leveraged to design a social performance management program. These features can have a big impact when it comes to keeping and motivating your valued employees.

Jen dreamforceHave other ideas? I’d love to hear them. Post them to this blog or email me at jpepin@mycervello.com.

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