Lead Trainer KPI’s (Daily, Weekly, Monthly & Quarterly Tasks)

KPI’s

1) Minimum of 5 replies (categorize in happy, resolving or unhappy) & 4 in-person per trainer MONTHLY

2) Less 5 errors/month/DP under your leadership

3) Games events are packed!

How To Do Your Tasks

There’s lots to do and little time to do it! Here is the most efficient ways we know to knock out your tasks in the most efficient way possible!

DAILY

0) PLAN YOUR DAY OUT (Calendar, Powerlist, etc.)

1) Check VTO & Goals

  • Get out the file wherever it is stored and check it to make sure you’re on track

    • WHY: It’s important to make sure you are aligned with the companies goals and you’re accomplishing your goals for your location

2) Check-In Your Team

  • Call or text each person under your leadership and just do a quick, “Hey, how are you? What’s you plan today? You good? You need anything from me?”

    • WHY: This will help you keep a pulse on the health and strength of your DP’s, as well as make sure they don’t have questions before jumping into work for the day

3) Make Sure Dog Pro’s Did Their Checklists From The Day Before

  • Check-in texts are done and in folder

    • If it’s a check-in text day, make sure your team did their check-in text and stored it in their folder

      • WHY: Part of the sales pitch is the weekly accountability and we need to make sure we’re following up with clients mid-week to make sure things are going well for them

  • Calendar is UTD

    • Look at your teams calendar from the day before and make sure it’s all up to date

      • WHY: Our calendar is all we have to go on to make sure the team is on track and their time is being used well. If your DP’s do not understand how important it is to keep this clean, it only makes your task of checking their work that much harder.

  • Spot check HW Texts

    • Pick 1-2 clients on your teams calendar the day before, pull up the Google Drive folder for that team member and check that 1-2 of the homeworks are in

      • WHY: We do HW texts to make sure the clients know what to do when the Dog Pro isn’t there. We use them as time stamps to make sure the Dog Pro is there when they said they were. It’s also accountability if anyone ever tries to say we weren’t there, etc.

  • Grad Checklist is done

    • If your team had any graduates the day before, check down the graduation checklist item-by-item and make sure all the various to-do’s there were done

      • WHY: So much is triggered in the DB when the grad checklist is completed properly and so much is organized. It’s crucially important to make sure each item on the graduation checklist is complete

  • Lesson Cancel Checklist is done

    • When someone cancels on a DP, they have an open CS on the calendar. We are paying for their time whether they are training or not, so it’s best if that time is filled with productive activities when clients cancel. There is also a documentation procedure to be followed when people cancel to insure we have our

      • WHY: Make sure the documentation is done properly to cover our tails and that the Dog Pro is filling that time up with the proper stuff.

  • Update LT Spreadsheet

    • Pull up the spreadsheet that you’re responsible for, tally up your data from the items above and then input that into the spreadsheet

      • WHY: This is how you track YOUR data and how we as a company measure your performance

4) Handle Client Happiness Concerns

  • Call and clients that need calling!

    • Note: This is most important. If someone is upset for whatever reason, it’s up to you to handle that and squash it in a timely manner.

      • WHY: Our business is built on the best service to clients in the industry

5) Shoutout team wins

  • Team get a W? Share it in Slack!

    • WHY: What gets noticed happens more often. Keep the momentum rolling and the team motivated

WEEKLY

0) PLAN YOUR WEEK (Calendar, Priorities, etc.)

1) Games are planned, attended by clients and fun!

  • Attendance is 90% or higher

  • Check-in with whoever plans the games in your city, make sure they have a plan for the week

    • WHY: Tribe membership brings in recurring revenue for the business and it’s a great way for clients to add to their training program

2) 2 in-person shadow appointments/DP

  • Schedule your QC time at the beginning of the week

  • Go to the appointment and fill out QC scorecard & put in spreadsheet

  • For more specific info, go here

    • WHY: How can you know how well your DP’s are doing if you’re not checking in on them? AND in-person QC is a great way to continually train them on their skill

3) QC Call/Text to two clients/DP

  • Pick a few clients per Dog Pro, per week

  • Do the outbound reach outs (way more info here!)

  • Add info to DB & spreadsheet

    • WHY: How can you know how well your DP’s are doing if you’re not checking in on them? You can’t see every client for in-person QC, so this is a great way for you to be able to gauge how well the DP’s are doing without having to go see them in-person

4) Weekly TTT

  • Plan the TTT event for the week using the meeting planning structure to forward the progress and knowledge of your Dog Pro’s

    • WHY: It’s crucial to continually train and develop the dog training skill of your DP’s

5) Error log updated, new trainings made, etc.

  • Document any errors, issues, questions, etc. for the week so we can use the solutions for future protocols using the format below

    • WHY: We use this to keep track of the errors that pop up over time and make leadership trainings on them and document solutions to common and one-off problems over time

MONTHLY

1) Plan team bonding night

  • Plan these at least a month out or so, but plan a fun event for the people in your city to do.

    • Examples: Paint by number night, bowling, a movie, trivia, etc.

      • WHY: Team morale, keep the mission driven team connected, we don’t work at an office like most businesses so this is a chance for team to see each other in person, etc.

Other Tasks:

1) Ride Days

  • You won’t do the whole hiring process, but you will have a say in who makes it on your DP team. Your portion of the hiring process is the ride day so you can gauge the people we’re sending your way and make sure they would be a good fit for you and the team and they would be a culture fit. Your job is also to give feedback to the person hiring about the interviewee.

    • You’ll be informed of the info we have on the applicant at the time and trained on how to conduct ride days when the time is right.

Priorities:

  • Client Happiness

  • Lists done in order

  • Training new people