Performance Review Process

Purpose

Defines how Spartan conducts formal performance reviews — when they happen, what is measured, and how results drive compensation, promotion, and development decisions.

Who This Applies To

All full-time employees. Josh conducts reviews for coaches/managers; coaches conduct reviews for field staff.

Review Cadence

• 30-Day Check-In: New hires in their first 90 days — informal, coaching-focused
• 60-Day Check-In: New hires — assess ramp progress against 90-day onboarding plan
• 90-Day Review: Formal first review — determines if employee continues, requires PIP, or earns full standing
• Semi-Annual: All continuing employees — formal KPI-based review
• Annual: Full review — compensation, promotion eligibility, development plan

What Is Measured

Field Technicians (Service/Install)

| KPI | Target |

|---|---|

| Revenue Per Lead (RPL) | $5,000+ |

| Lead Creation Rate | 75%+ |

| Gross Blend Average (GBA) | $1,500+ |

| Recall Rate | 3% or under |

| 5-Star Review Requests | Every job |

| Attendance/punctuality | Zero unexcused absences |

Office/Dispatch

• Booking rate and call quality (ServiceTitan call data)
• Dispatch accuracy (errors per week)
• Customer complaint rate tied to office interactions
• Attendance

Sales

• Closing Rate (30%+), Conversion Average ($5,000+), GBA ($3,500+)

Review Process — Step by Step

Reviewer pulls ServiceTitan data for the review period — RPL, GBA, lead creation, recall.

Reviewer reads Paylocity records — attendance, PTO usage, any warnings on file.

Reviewer completes the Spartan KPI Scorecard (see Whale HR library for template).

Pre-meeting prep: Note specific wins (with examples) and specific gaps (with data).

1:1 meeting — 30-45 minutes. Start with strengths. Present data. Discuss gaps. Set goals for next period.

Employee signs scorecard. Copy to Paylocity personnel file.

Compensation decision: If KPIs are consistently met, consider merit increase per pay band guidance.

Slack accountability progression applies to all reviews:

• Stage 1 (Note to File): KPIs missed 1 week
• Stage 2 (Verbal Warning): 2 KPIs missed 2 weeks
• Stage 3 (PIP): 3 KPIs missed 3 weeks
• Termination: PIP milestones not met

Important Notes

• Reviews must be data-driven, not personality-driven. Use ServiceTitan numbers, not gut feelings.
• HR document templates are in the Whale HR library — copy, rename, and complete for each employee.
• No two lead techs on a job (Slack policy) — this affects how KPIs are attributed. Disputed attributions must be resolved before the review.

Related SOPs

• Revenue Targets & KPI Dashboard Guide — KPI benchmarks
• Performance Improvement Plan (PIP) Process — when review triggers a PIP
• One-on-One Meeting Framework — less formal coaching cadence
• Compensation Structure & Pay Bands — compensation decisions