And I get why. It takes time and resources to properly run team evaluations.
However, when you inevitably need to create some sort of hierarchy (who gets booked for tours first, for example) the criteria tend to be based on things that have less to do with the actual customer experience and more to do with operations.
The one I see most often is prioritizing guides who have the most flexible availability.
I am not a fan of this system for a few reasons.
First, a guide’s flexibility has nothing to do with their quality.
If your most flexible guide is your least amazing guide, why would you want to reward them with more tours?
Second, a subjective preference system can create frustration amongst guides.
Doing regular team evaluations is the easiest way to do a true quality check of your experiences.
To do it properly, you need to be clear on what makes your brand unique, and how that should be executed by your guides.
In this article, I’ll share the criteria I use most often when running team evaluations and give some tips on how to evaluate without stressing your guides out.