"You may feel that way, but what do the numbers say?" Is something my staff have heard me say over the last nine years. Even before owning my own Studio or Boutique location, turning to the numbers was a practice of mine, yes since my managing days.
In business, especially in sales many employees, reps, head office staff...(wow I'm just thinking about the roles I've had) it is very difficult to argue with surveys, reports, averages, counts, cashflow statements, UPTs, ATSs, RBRs, etc., etc., etc. All industries will have different calculators.
But the key is that solid businesses watch, track and review.
I have had employees (whether my own or ones I'm managing) say they FEEL as though they have been selling and should be rewarded. Or I've heard complaints about not being booked enough. Buuut then when we go the schedule vs. timing. vs. numbers it's like a flashing light hit the issue. "If you could finish as blowout under 75 minutes we could book you more". (Right 🙉)
Staff, employees, contractors, often (not always) come at you with emotion. It is your responsibility as a manager/owner to have concrete facts at hand in order to show what is really going on in the business.
Quarterly reviews with staff are non-negotiable. However much staff may contest (I've been guilty of pushing things back in order to appease) you must protect your business.
I had a labour board officer tell me once, "Do you know it's okay to say no? If they quit they quit. But the way you are "being nice" isn't protecting your business. I can see very clearly what is going on with you and your employee. Your problem is, you needed to say no. Don't bend your rules because they roll their eyes or make you feel bad. They are doing that because they want to take advantage". That is advice I will never forget.
Record. Record. Record. Review!
Cris Mac is an entrepreneur through and through. She refers to her businesses as "projects" and is constantly working on something new, helping others along the way.