Within a company where you have many people doing the same job, there will always be certain individuals that perform at a higher level than others. Companies that close the gap on this disparity become great by constantly delivering a quality product or service. Closing the gap is done by elevating the performance of the weaker performers while maintaining or possibly even improving upon the performance of your most successful employees in your company at the same time.

One service company we worked with had about 300 trained technicians in the field. Each technician was measured by average revenue per customer, overall revenue and quality of service. Each technician was provided the same training and were under the same incentive based compensation program. We were brought on to figure out why the top technicians had an average ticket of $400 while the worst had an average ticket of $125. What we found and implemented is a valuable lesson for any company. More >