I Hate KPI's - Now You Know Why

One massive thing shifted when I stepped away from mentoring my clinicians and handed that responsibility to my 2IC.

It was the messaging.

My 2IC was a great communicator—captivating in team meetings.

But when it came to 1:1s, he erred too hard on the side of compliance.

He could talk numbers, but he struggled to turn those numbers into stories that therapists could connect with.

And because of that, we ended up losing a really good therapist.

What happened was all too common.

The therapist was struggling with retention.

They met weekly, then twice weekly, then three times a week!

But with each conversation, the wedge between them grew deeper.

You see, focusing too much on KPIs can actually kill culture.

Therapists don’t want to have their numbers stuffed down their throats.

Our job as leaders is to sell the narrative, not present the problem and expect our team to solve it alone.

I rarely showed my team data or charts of performance.

Instead, I talked about real cases—specific clients who weren’t getting the outcomes they deserved.

And I tied it all back to five key criteria, which have stood the test of time.

I call it VOICE.

PS. If you're interested in learning more about how VOICE could improve your practice, you can book a call here :)

Create Diverse Physio Practices,

Shane Guna

Physio Business Coach | Founder Gun Physio Academy