PERFORMANCE REVIEW FRAMEWORK Self-assessment questions: 1. What are your 3 biggest achievements this quarter? 2. What skills have you developed most in this period? 3. Where do you feel you could have performed better? 4. What support would help you perform at your best? 5. What are your goals for next quarter? Manager assessment areas (1-5 scale): 1. Target achievement 2. CRM and admin discipline 3. Client relationship quality 4. Communication with team 5. Problem solving 6. Reliability and deadline management 7. Product knowledge 8. Attitude and team contribution Rating scale: 1 = Significant improvement needed 2 = Below expectations 3 = Meets expectations 4 = Exceeds expectations 5 = Outstanding INDIVIDUAL REVIEW — Dian STRENGTHS: Client Rapport: Dian consistently builds genuine relationships with clients that translate into long-term trust. In Q1, three clients specifically requested to work with Dian again on renewals — a clear indicator of exceptional relationship skills that directly supports our retention goals. Positive Attitude: Dian brings consistent energy to the team that elevates everyone around them. During our most challenging month in February, Dian was the first to suggest team solutions and kept morale high when targets felt difficult. This attitude is genuinely contagious and valuable. Client Communication: Dian's follow-up messages to prospects are consistently professional, warm, and clear. Several clients have mentioned in feedback surveys how well-communicated the sales process felt — directly attributing this to their interactions with Dian. IMPROVEMENT AREAS: Deadline Management: In the past quarter, 4 out of 10 proposal deadlines were missed by 1-3 days. This has twice required other team members to step in to cover, creating unnecessary pressure and in one case delaying a deal by a week. Going forward I need all proposals submitted by agreed deadline without exception. CRM Discipline: Currently Dian's CRM is updated 40% of the time — the team average is 85%. This means pipeline data is unreliable for forecasting and management decisions. I need CRM updated within 24 hours of every client interaction, every time. Time Management and Prioritization: There appears to be a pattern of prioritizing client calls over administrative tasks, resulting in the backlog above. While client focus is valuable, both must be balanced. I want to see a system developed in the next 30 days that ensures both get done. OVERALL RATING: 3.2/5 Justification: Dian brings exceptional relationship skills and attitude that are genuinely asset-level strengths. The improvement areas are behavioral and correctable — not skill gaps. With focus on discipline and systems, Dian has clear 4+ potential within 90 days. CONSTRUCTIVE FEEDBACK SCRIPTS: Missed deadlines: Situation: "In Q1 you missed 4 of 10 proposal deadlines — on March 3, March 15, April 2, and April 18." Behavior: "In each case the proposal was delivered 1-3 days after the agreed date without advance notice." Impact: "On two occasions this required [colleague] to step in which added pressure to their workload. The April 18 miss delayed a deal by a week and impacted our monthly numbers." Expectation: "Going forward I need every deadline met or flagged to me at least 24 hours in advance if there's a risk." Support: "Let's build a simple weekly planning system together this week so you always know what's due and when." CRM not updated: Situation: "When I reviewed your CRM activity this quarter, 60% of client interactions had no log entry." Behavior: "After calls and meetings, the activity is not being recorded in the system." Impact: "This means I can't accurately forecast your pipeline, and if you're ever out of the office no one can pick up your accounts without gaps." Expectation: "From today, every client interaction logged within 24 hours. I'll check weekly for the next month." Support: "I'd like to show you a 10-minute CRM workflow that makes it much faster — can we do that before end of day?" INDIVIDUAL DEVELOPMENT PLAN — Dian Goal 1: CRM discipline to 90%+ update rate Current: 40% | Target: 90%+ Actions: - Set phone reminder after every client call - Block 30 mins daily for admin at 5pm - Use CRM mobile app for real-time logging Resources: CRM mobile app training (30 mins) Measure: Weekly CRM audit by manager Check-ins: Every Friday for 8 weeks Goal 2: Consistent deadline management Current: 60% on-time | Target: 100% Actions: - Build weekly task list every Monday morning - Flag deadline risks 48 hours in advance - Use calendar blocks for proposal writing Resources: Time management workshop Measure: Deadline tracker reviewed bi-weekly Check-ins: Bi-weekly 1:1 with manager Goal 3: Hit $50K monthly quota consistently Current: $35K average | Target: $50K Actions: - Increase outreach volume by 20% - Focus on upselling 3 existing accounts - Shadow top performer for 2 weeks Resources: Product training refresh, sales coaching sessions Measure: Monthly revenue report Check-ins: Weekly pipeline review TEAM KPI SYSTEM: Sales Rep KPIs: 1. Monthly revenue — target $50K | weekly review 2. CRM update rate — target 90%+ | weekly review 3. Proposal conversion rate — target 30% | monthly 4. Client satisfaction score — target 4.5/5 | monthly 5. New prospects contacted — target 30/month | weekly Team KPIs: 1. Total team revenue vs target — monthly 2. Average deal cycle length — monthly 3. Team CRM compliance rate — weekly UNDERPERFORMANCE PLAN (if needed): Week 1 — Formal conversation: "Dian, I want to talk openly about some patterns I've noticed and I want us to solve this together. I've prepared specific examples and I want to hear your perspective on what's getting in the way. This isn't a warning — it's a conversation I want to have before it becomes one." Week 2: Daily 10-minute check-in at 9am Week 3-4: Review progress against IDP goals Month 2: Formal Performance Improvement Plan if insufficient progress Month 3: Final assessment — continue, adjust role, or exit conversation