[CONFIRM: Linda approves this monthly-review format and cadence before it goes into active use — this document is a proposed process built from HR best-practice research (RESEARCH_HR_FullCycle_BestPractices_20260823.md §1/§2), not yet an adopted Bark & Purr policy.]
Why Monthly, Not Annual
Regular feedback keeps people engaged and course-corrects small problems before they become big ones. This format replaces "once a year and hope it goes well" with a short, predictable monthly rhythm tied to the numbers each role already tracks in Compass and at the front desk.
Review Header
| Team Member | _______________________ |
| Position | _______________________ |
| Tenure | _______________________ |
| Review Period | _______________________ (calendar month) |
| Reviewer | _______________________ |
Metric Grid — Actual vs. Target vs. Trend
The manager pre-populates this grid from that month's KPI data before the sit-down — pulled straight from the "What You're Measured On" table on the team member's own position page. Every row gets a trend arrow against last month, not just a number.
| KPI Dimension | Target / Standard | This Month (Actual) | Trend vs. Last Month |
|---|---|---|---|
| [from position's KPI table] | _____ | _____ | ▲ / ▶ / ▼ |
| [from position's KPI table] | _____ | _____ | ▲ / ▶ / ▼ |
| [from position's KPI table] | _____ | _____ | ▲ / ▶ / ▼ |
| [from position's KPI table] | _____ | _____ | ▲ / ▶ / ▼ |
Reference: every KPI dimension currently documented per position is tabulated in the Appendix below, pulled from each position's own job description.
Behaviorally-Anchored Rating (BARS) — Not a Bare 1–5
Plain 1-to-5 number scales invite everyone to cluster around a comfortable middle. Instead, each KPI on the grid above gets a short behavior description at the level the team member actually hit this month — the number is a label for the behavior, not the other way around.
| Level | Behavioral Anchor (example — adapt wording to the specific KPI) |
|---|---|
| 4 — Exceeds | Consistently beats target; peers/mentor cite this as a model to follow. |
| 3 — Meets | Hits target reliably; no corrective action needed. |
| 2 — Developing | Below target but trending up with a visible, specific improvement plan. |
| 1 — Needs Attention | Below target with no improvement trend; requires a documented coaching conversation this cycle. |
4-point scale, no neutral midpoint — forces a real read on direction of travel rather than a safe "3."
Manager Self-Eval Sequence — Order Matters
The manager drafts the metric grid and BARS ratings from the KPI data independently first. The team member completes their own self-eval separately, before seeing the manager's draft. The two are compared face-to-face in the review conversation and any gap is discussed openly — this isn't about "who was right," it's about surfacing what each side sees differently. Self- and manager-ratings genuinely diverge more often than people expect, so this sequence is intentional, not extra paperwork.
Self-Evaluation (Team Member Completes First)
What went well this month?
What's one thing I want to work on?
My own read on this month's numbers, before seeing the manager's grid:
Manager Coaching — 3 Prompts
What went well
What to work on
One specific action for next month
Goal vs. Actual
| Last Month's Goal | _______________________ |
| Result | ☐ Met ☐ Partial ☐ Missed |
| Next Month's Goal | _______________________ |
Employee Comment
Acknowledgment
Signing acknowledges the review took place and was discussed — it is not agreement with every point raised.
Team Member: Date:
Manager: Date:
Manager: Date:
Appendix — KPI Dimensions by Position (source: each position's job description)
Pull the relevant block below into the Metric Grid at the top of this review, matched to the team member's position.
Bather BP_01
| Dimension | Target / Standard |
|---|---|
| Bather Training Checklist completed | Within 30 days of hire |
| Fear-Free Certification earned | Within 90 days of hire |
| Pet safety incidents | Zero preventable incidents |
| Table-ready quality score (groomer feedback) | Meets standard on ≥ 95% of handoffs |
| Station sanitation compliance | 100% — verified daily by supervisor |
| Punctuality & attendance | < 3 unexcused incidents per quarter |
Lead Bather BP_02
| Dimension | Target / Standard |
|---|---|
| New Bather checklist completions on time | 100% within 30 days |
| Bathing room quality rejects (groomer returns) | < 2% of total handoffs per month |
| Team FAS incidents in bathing area | Tracked; year-over-year reduction |
| Product inventory shortages | Zero unplanned shortages |
| Bather retention within first 90 days | ≥ 80% of trained Bathers retained |
| Personal bathing quality score (groomer survey) | ≥ 4.5 / 5.0 monthly |
Junior Groomer BP_03
| Dimension | Target / Standard |
|---|---|
| Client rebooking rate | ≥ 70% of clients rebook within 6 weeks |
| Quality complaints or redos | < 3% of total grooms per month |
| Upsell / add-on attachment rate | ≥ 20% of services include an add-on |
| Google review generation | ≥ 1 new review per month |
| Mentor check-in participation | 100% of scheduled mentor check-ins attended |
| Physical assessment documentation | 100% documented on every pet |
Groomer BP_04 & Groomer, Experienced BP_08
| Dimension | Target / Standard |
|---|---|
| Client rebooking rate | ≥ 80% within 6 weeks |
| Google review generation | ≥ 2 new reviews per month |
| Add-on / upsell attachment rate | ≥ 25% of services |
| Quality complaints / redos | < 2% of monthly grooms |
| Three-point assessment docs | 100% of all grooms, every visit |
| FAS-related service stops | Handled correctly, documented 100% of incidents |
| Client retention (personal book) | Year-over-year growth tracked quarterly |
Stylist BP_05
| Dimension | Target / Standard |
|---|---|
| Client rebooking rate | ≥ 85% within 6 weeks |
| Google review generation | ≥ 3 new reviews per month |
| Add-on attachment rate | ≥ 30% of services |
| Quality complaints / redos | < 1% of monthly grooms |
| Social media content contribution | ≥ 2 post-worthy groom photos per week |
| Team mentoring hours | ≥ 2 hours formal mentorship per week |
| National certification progress | Active enrollment tracked semi-annually |
Front Desk Receptionist BP_06
| Dimension | Target / Standard |
|---|---|
| Appointment rebooking rate at checkout | ≥ 75% of checked-out clients rebooked |
| Upgrade / upsell sales | Tracked per month (no dollar target printed here — see manager dashboard) |
| Same-day inquiry response time | 100% within 2 hours during business hours |
| Google review request compliance | Made at 100% of checkouts |
| Client record accuracy | Zero critical data errors in monthly audit |
| Follow-up text/email completion rate | 100% same-day, 48-hr, and 4-week touchpoints sent |
| Lapsing client flags submitted to manager | 100% of 6+ week non-bookers flagged within 1 week |
Shop Manager BP_07
| Dimension | Target / Standard |
|---|---|
| Shop revenue vs. target | Monthly tracking; report to Managing Partner |
| Team retention (90-day) | ≥ 80% of new hires retained through probation |
| Client rebooking rate (shop-wide) | ≥ 78% within 6 weeks |
| Google review volume | ≥ 15 new reviews per month shop-wide |
| Performance reviews completed on time | 100% of scheduled reviews completed |
| Incident documentation | 100% documented within same shift |
| Inventory shortage events | Zero unplanned shortages |
| Weekly operations report to Managing Partner | 100% on-time submission |
Bather/Front Desk Cross-Trained BP_09
| Dimension | Target / Standard |
|---|---|
| Bather Training Checklist completed | Within 30 days of hire |
| Fear-Free Certification earned | Within 90 days of hire |
| Pet safety incidents | Zero preventable incidents |
| Table-ready quality score (groomer feedback) | Meets standard on ≥ 95% of handoffs |
| Station sanitation compliance | 100% — verified daily by supervisor |
| Punctuality & attendance | < 3 unexcused incidents per quarter |
| Rebooking ask at checkout (front-desk shifts) | Made at 100% of checkouts worked |
| Google review request (front-desk shifts) | Made at 100% of checkouts worked |
| Phone & inquiry response | Phones answered within 3 rings; inquiries returned within 2 hrs |
Kennel Tech BP_10 — DRAFT
[CONFIRM: Kennel Tech KPI dimensions are tracked but have no numeric targets yet — role card documents a 30-day data-only period per the DRAFT job description. Do not score this role against these dimensions until Linda finalizes targets.]
| Dimension Tracked | Target / Standard |
|---|---|
| Care compliance (walk timing, CBD two-step followed) | Not yet set — 30-day data-only period |
| Time-vs-standard (dry time vs. goal minutes for coat/size) | Not yet set — 30-day data-only period |
| Completed dry cycles vs. scheduled | Not yet set — 30-day data-only period |
| Punctuality (clock-in vs. scheduled start) | Not yet set — 30-day data-only period |
| Quality score average | Not yet set — 30-day data-only period |