Scorecards

Introduction

If your scorecard metrics are off track, it’s time to take action. Fixing scorecard metrics in EOS® requires accountability, proactive solutions, and leadership team alignment. If an important metric stays off for two to three weeks without action, it will likely remain that way.

So, how do you fix scorecard metrics in EOS® and ensure accountability? Let’s break it down.

Why Scorecard Metrics Matter

• Early warning system: Identifies problems before they become major issues
• Accountability tool: Ensures team members follow through on commitments
• Performance driver: Helps maintain focus on key business objectives

If your Level 10 Meetings™ reveal that the same scorecard metric is off week after week, it’s time to drop it down to the Issues List and IDS (Identify, Discuss, Solve) the root cause.

Addressing the Google Review Issue

For many service-based businesses, Google reviews directly impact sales, operations, and customer trust.

Let’s say your goal is five Google reviews per week, but your scorecard shows zero for four weeks straight. Simply hoping for a change won’t work—you need to take proactive steps to correct the issue.

Passive approach:

Adding a review request link in an email signature (*low response rate, unpredictable results*)

Proactive approach:

• Make five customer calls: Assign someone to personally call five past customers each week
• Send a handwritten thank-you note: Include a QR code for quick review submission
• Deliver a small appreciation gift: Drop off a branded item or small gift
• Take photos with happy customers: Use them for testimonials and social proof

How to Hold Your Team Accountable

• Drop it to the Issues List in your Level 10 Meeting™
• Have an open discussion to determine the root cause
• Assign clear action steps to the person responsible
• Review the outcome in next week’s meeting

Take the Next Step

Struggling with scorecard accountability? Need help getting your metrics back on track? Book a free 30-minute IDS session with me, and let’s solve your biggest EOS® challenges together.