In business, the way we assure folks we will asses them, and the way we, as humans, really assess others is often quite different.  We tell individuals we will asses them in tangible, understandable and objective ways, such as:

• Percent of work delivered by the assigned deadline
• Response time in returning client phone calls
• Number of written recommendations provided this client since their last progress meeting

But can we honestly say we don't also assess most Deliverables Team Members, consciously or subconsciously, on such intangibles as:

• Does this person help make us more referable?
• Do clients like this person?
• Is this person a team player?
• How are this person's client service skills?

Importance Of Measuring These "Intangibles"

By employing a method of measuring intangibles we feel are important, a means is established to help individuals understand what's expected and a tool is gifted which will allow them to understand and accept it.  Oftentimes a person feels some of the value they provide to an organization is intangible.  This tool will equip every Deliverables Team Member with a method of conveying their views about important intangibles they support and will provide a method of measuring it.

Easy Method For Measuring Important Intangibles

The secret to this method is to create a range with words describing what we mean.  Let's stick with our intangible of attempting to communicate what we mean by great client service.

Rather than try to describe great client service, let’s create a range, from -10 to +10, with zero (0) being neutral.  If I were to ask you to explain that everyone is going to rate each other and themselves on this scale could you articulate what a +10 in delivering Client Service would look like?

There are five steps to the intangible measurement process:

• Step 1. Describe What +10 Looks Like
• Step 2. Describe What A -10 Looks Like
• Step 3. Now Put Words To What +5 & -5 "Look Like" To You
• Step 4. Describe What A Zero (0) Or Neutral Rating Would "Look Like" To You
• Step 5. Assess Where An Individual Currently Exists On Your New Scale
  

By measuring the intangibles, you have accomplished:

1. Clarity using words to describe what is meant to communicate progress along a field.
2. Creating a tool which will allow others to give their suggestions and input regarding how to better describe each stage along the sequence.
3. A "current rating" being assigned for each intangible.
4. Most importantly, you have established perspectives that are now at least in the ballpark of common understanding with the current rating.

Together, all of these accomplishments support the success of your Deliverables Team and Ideal Clients which is the goal of any Trusted Advisor. Login to Module 8 to review full details on the five "intangibles" steps above and to download templates.