Client Experience: Bringing Structure to their Performance & Development Approach

I wanted to share a recent project I've just finished with a client.

I've been working with this SME in Sussex for a number of years now, that whilst mega successful has now grown beyond the small family business it once was. Now with 20+ employees, it needed a more structured approach to performance and development without being corporate or bureaucratic.

What I delivered:

- Created tailored yet simple performance measures for 20+ roles across all departments (Finance, Digital, Operations, Sales, and more)
- Developed a simplified quarterly review system with training for both managers and employees
- Designed an implementation roadmap focused on gradual adoption and continuous improvement
- This SME had unique business challenges, so I focused on creating metrics that truly reflect what matters in their operation while keeping everything straightforward and practical for a business that had never measured performance before.

This project was particularly rewarding because it required balancing quantitative performance measures with the creative, relationship-driven aspects of their business. The result is a framework that will help track performance, guide decision-making, and promote growth without losing their independent spirit.

Special thanks to the team for the opportunity to help strengthen their business foundations.