The 4-Step Fix When Not Hitting Your EOS Scorecard Goals
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As a leader in any industry, there’s nothing more frustrating than seeing the numbers on your EOS© Scorecard fall short of the goals you've set. Whether it's sales calls, project timelines, or client satisfaction scores, when the numbers aren’t where they should be, it can feel like you're stuck in neutral. But here’s the good news: not hitting your goals doesn’t mean failure. It’s an opportunity to diagnose, adjust, and take corrective action to get back on track. The key is how you handle the situation when it happens.
This post will break down what to do when your EOS© Scorecard isn’t showing the results you expect. We’ll dive into how to approach the discussion with your leadership team, what questions to ask, and what actionable steps you can take to realign your business. Whether you're an integrator or a leader in a consulting firm, brand agency, or any other business, having a clear framework for these conversations will help you turn a moment of struggle into an opportunity for growth.
Step 1: Have a Transparent and Data-Driven Discussion
When you notice that your EOS© Scorecard metrics are off, it’s time to sit down with your leadership team. The first step in the process is to have an open, transparent discussion about the data. Avoid the temptation to sweep the problem under the rug or ignore it. Your Scorecard is there to provide clarity, and now is the time to dig into it.
What to do:
Look at the numbers first: Don’t jump straight into assumptions. Start by reviewing the Scorecard to understand which specific metrics are off and by how much. Is it one key area (like sales or project deadlines) or is it a broader pattern?
Use the "5 Whys" technique: This is a great way to dig deeper into the root cause of the issue. Ask “Why?” five times in a row to uncover the underlying problem, not just the surface-level symptoms.
Encourage open dialogue: Foster an environment where everyone feels comfortable discussing issues, no matter how uncomfortable. Get input from everyone at the table, as different perspectives may shed light on things you wouldn’t have noticed on your own.
A Story: At a marketing consulting firm, the leadership team saw that their client retention rate had dropped significantly over the last quarter. Instead of immediately assuming it was a temporary dip or blaming clients for being "too difficult," they sat down and reviewed the metrics with a laser focus. Using the "5 Whys" technique, they discovered that the problem wasn’t with the clients, but with the consultants who were overextended and unable to deliver the level of service that clients had come to expect. By digging deeper into the root cause, they realized they needed to restructure their team and add more consultants to handle the workload, thus improving both retention and client satisfaction.
Key Takeaways:
Don’t jump to conclusions. Start with the data and use it to guide the discussion.
Dig deeper into root causes rather than surface-level symptoms.
Encourage candid conversations to get to the heart of the issue.
Step 2: Identify the Impact and Prioritize Areas for Action
Once you've identified the areas where you're falling short, it’s time to assess the impact. Not all metrics are created equal, and some problems may have a bigger ripple effect on the business than others. Identify which metrics have the most significant impact on your revenue, client satisfaction, or long-term growth.
What to do:
Rank the issues: Use a simple "impact vs. effort" matrix to decide which issues to tackle first. Which goals will have the biggest positive effect if they’re improved, and which ones can be fixed relatively quickly?
Evaluate dependencies: Is the issue isolated, or does it have a knock-on effect in other areas? For example, a dip in sales calls could be causing a drop in client engagement, which, in turn, affects revenue.
Avoid getting sidetracked: Focus your efforts on what will move the needle the most. This isn’t about fixing everything at once but solving the most urgent problems.
A Story: At a professional services firm, the leadership team noticed that their lead conversion rates had fallen dramatically. After ranking the issues, they realized the biggest problem was that their proposals were taking too long to get to potential clients. This bottleneck was delaying sales and lowering conversion rates. By prioritizing this issue, they implemented a new process to streamline proposals and reduce response time. Within a few months, their conversion rate improved by 25%, and they saw a direct impact on their revenue. The key was focusing on the most critical bottleneck, rather than trying to overhaul every area of the business.
Key Takeaways:
Prioritize the issues based on impact and effort.
Focus on solving the most urgent problems that will move the needle.
Avoid trying to fix everything at once—choose the areas with the highest potential for improvement.
Step 3: Set Clear Actionable Goals and Accountability
Now that you’ve had the discussion and identified the priority areas, it’s time to turn those insights into concrete action steps. The best way to ensure you’re making progress is by setting clear, actionable goals and assigning accountability to the team members responsible for each area.
What to do:
Set SMART goals: Each action step should be Specific, Measurable, Achievable, Relevant, and Time-bound. For example, instead of saying “We need to get better at client retention,” say “We need to increase client retention by 10% over the next quarter.”
Assign ownership: Clearly assign responsibility for each metric and action item. Don’t let it fall through the cracks—each leader on your team should own a specific area.
Track progress: Set up weekly or bi-weekly meetings to track the progress of these action steps. Use your EOS Scorecard to monitor any improvements or setbacks in real time.
A Story: A construction company was struggling with project timelines and consistently missing deadlines. The leadership team discussed the issue and set a clear goal to improve on-time project completion by 15% over the next quarter. They assigned different team leaders to review processes in their areas—one for the procurement process, one for labor management, and one for project management. They also implemented a weekly progress check-in where each team member could report on their progress. Within a few months, they saw a significant improvement in their on-time completion rate, thanks to the clear ownership and accountability at every level.
Key Takeaways:
Set clear, measurable goals that are aligned with your EOS© Scorecard.
Assign ownership for each metric and ensure accountability.
Use regular check-ins to track progress and make adjustments as needed.
Step 4: Communicate with Your Team Regularly
Once you’ve set your goals and taken action steps, it’s essential to communicate regularly with your team about progress. Transparency is critical for maintaining morale and keeping everyone aligned on the same objectives.
What to do:
Hold regular team meetings: Use these meetings to share updates, discuss challenges, and celebrate wins. Keep your team engaged in the process by involving them in the solutions.
Be transparent about setbacks: If you’re not making as much progress as you hoped, be honest with your team about why that’s happening and ask for input on how to adjust.
Celebrate improvements: Even small wins deserve recognition. Celebrating progress boosts morale and motivates your team to continue striving for success.
Key Takeaways:
Communicate progress regularly and keep your team in the loop.
Be transparent about setbacks and involve your team in solutions.
Recognize and celebrate improvements, no matter how small.
Conclusion: Turning Missed Goals Into Opportunities
Not hitting your goals on the EOS© Scorecard doesn’t mean you’re failing—it’s simply a signal that something needs attention. By having an open and transparent discussion with your leadership team, identifying the most impactful issues, setting clear goals, and maintaining regular communication, you’ll be able to take corrective action and get back on track. The key is not to panic but to turn the situation into an opportunity for improvement. With the right focus and strategy, you can use setbacks as stepping stones toward greater success.
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