Performance Metrics and Rewards
The numbers don’t lie. Neither should you. Every metric here exists because it predicts success: more calls, more conversations, more sales, more income. Volume is the only variable you fully control.
NOTE FOR REVIEW: this page’s outbound standard (minimum 50 dials/day, 15-20 live conversations) conflicts with the daily metrics in expectations-and-culture (40 dials/day). See CURATION-DECISIONS.md item 12. One number has to win before publishing.
Outbound call standards
- Minimum 50 outbound dials per day, made during designated dial blocks.
- Aim for a minimum of 15-20 live conversations per day.
- Quality over quantity, but quantity is non-negotiable.
- Every call logged in GHL with detailed notes.
- Voicemails count as attempts but do not replace live conversations.
CRM and documentation: if it’s not in GHL, it didn’t happen
- All opportunities updated in GHL by end of day.
- Call notes must include: what was discussed, objections raised, next steps, product interest.
- Pipeline reviewed and updated weekly.
- No stale opportunities: untouched for 14 days means action or closure.
- Tasks and follow-ups scheduled in GHL, not in your head.
Your day, structured
Top performers don’t wing it. Every hour has a purpose.
- Arrive and prep. Review pipeline, check emails, prep the call list. Mental warm-up.
- Morning dial block. East Coast leads. High energy. Prime selling window.
- Midday reset. Lunch, CRM updates, pipeline review. Recharge.
- Afternoon dial block. West Coast leads, callbacks, morning follow-ups.
- Late block. Callbacks, follow-ups, scheduling. Close open loops.
- Wrap and document. Update GHL, log all notes, plan tomorrow, leave clean.
No personal calls, emails or distractions during dial blocks. Stand up and move between blocks: your energy on the phone is the single biggest factor in whether a prospect stays on the line.
Response time standards
Speed is a signal of respect. These are not suggestions.
| Channel | Standard |
|---|---|
| Teams messages | Acknowledge immediately; full response within 15 minutes during business hours |
| Internal email | Same-day response; nothing sits unanswered overnight |
| Customer email | Acknowledge immediately if research is needed; full response within 24 hours max |
| Customer voicemail | Return within 2 hours; if unreachable, leave a VM and send a follow-up email |
| Manager requests | Acknowledge within 5 minutes; complete within the requested timeframe |
If you cannot respond fully, acknowledge receipt and give a timeline. Silence is never acceptable.
Meeting schedule
| Meeting | When | What |
|---|---|---|
| Daily Huddle | Every day, 9:00 AM | Quick wins, pipeline updates, daily focus. Camera on. Energy up. Non-negotiable. |
| Weekly Team Meeting | Monday, 10:00 AM | Performance review, training deep-dives, product updates, strategy alignment. |
| 1-on-1 with Manager | Scheduled weekly | Individual coaching, pipeline review, development goals. Come with your numbers. |
| Friday Wrap-Up | Friday, 4:00 PM | Week in review, wins, lessons learned, next week planning. |
General expectations
- Available and responsive during business hours, 8:30 AM to 6:00 PM.
- Attend all scheduled meetings and training; no exceptions without prior approval.
- Professional appearance on video calls; business casual in office.
- Report system issues (GHL, Slack, Zoom) to your manager immediately.
- Notify your manager before your shift if late or absent.
- No personal social media during dial blocks.
- Your energy affects the entire team. Bring it every day.
Rewards and recognition
Accountability and recognition go hand in hand. You will always be coached when you fall short and celebrated when you rise. These rewards recognize growth, not luck.
- Most Improved Closer of the Month. The biggest leap in skill, consistency or mindset. Not perfection: progress.
- Consistency Bonus. All KPIs hit four weeks in a row. Predictability is power.
- Call of the Week. The best example of emotional composure, trust-building, persuasive storytelling, or a powerful turnaround. Spotlighted in team training to show what great looks like.
- Top Closer Spotlight. Public recognition in Slack and weekly meetings. Not always about revenue: leadership, professionalism, energy.
Why we reward: effort, consistency, and craftsmanship, not luck or volume alone. When you respect the process, the process pays you back.
The Closer’s Creed
I own my numbers. I control my effort. I protect the standard. I rise through accountability and earn through consistency. My rhythm is my reputation, and my consistency is my currency.