How to set KPIs your team won’t ignore

The 5-Step Playbook

Hey team,

A while back, I set a team KPI that I was sure everyone would be pushing toward.

It was clear in my head.
It tied to our company goals.
It made perfect sense on paper.

And it felt like everyone was nodding along.

But a week later… silence.

No momentum.
No questions.
No traction.

And I found myself thinking:

Was the goal wrong? Am I doing this badly? Why does it feel like I’m dragging everyone uphill?

Here’s what I realised:

The problem wasn’t my team.
It was how the KPI had been set.

Because when goals are vague, top-down, or tied to random KPIs no one actually understands, your team doesn’t get energised… They just get overwhelmed.

They’re not confused because they’re incapable.
They’re confused because the path isn’t clear (or it’s not theirs).

Here’s the shift that changes everything:

Clarity + co-creation > control.

Let me walk you through the 5 shifts that turn deadweight KPIs into team-owned momentum (the same ones I teach in every management training session I run).

You can watch the 6 min YouTube video version on this if you prefer

Part 1: Ditch the task list. Focus on the outcome.

If your “goal” sounds like a list of tasks, it’s not a goal, it’s a shopping list.

Bad version: “We need to get the newsletter out by Friday.”

Better version: “We’re aiming to increase qualified leads by 20% this quarter. The newsletter is one tool that will help.”

When you lead with outcome, (not just activity), you give your team a destination to aim for. And the freedom to decide how to get there.

Action step: When setting goals, ask yourself: “If we smashed this what would be true at the end?”
Now share that version with your team.

Part 2: KPIs mean nothing unless they’re linked to purpose

Here’s where managers slip up: we throw numbers at people like they’re self-explanatory.

Let’s say your KPI is: “Reply to all customer queries within 4 hours.”

If your team doesn’t know why that matters, if they don’t see the link to retention, client experience, or brand reputation, it’ll always feel like a stick.

Action step:
Next time you present a KPI, add one line: “This helps us [insert bigger goal].”

Even better… Ask your team: “Why do you think this matters?”

Part 3: Stop dropping goals on people. Co-create them.

Disengagement toward a goal often comes from lack of involvement from the start.

If a KPI shows up out of nowhere, fully formed and unchangeable, people feel like it’s just another thing being done to them.

You want to flip that.

Before locking anything in, ask:

• “What do you think would make the biggest difference this quarter?”

• “What feels like a stretch, but possible?”

• “What support would you need to hit this?”

Patagonia’s teams were known for high performance during rapid growth.
Their secret? Early involvement. Managers would test goals with small squads, gather input, then scale up. That buy-in created real momentum.

Action step:
Before finalising a goal or KPI, run a quick session (yes, even 15 mins in a team meeting) asking:
“Here’s the goal, what’s your take? What would be your top three ways to hit it?”

That’s how you move from compliance to commitment.

Part 4: Bundle goals into themes (and stop the scattergun approach)

You’ve probably seen a KPI doc like this:

• 9 KPIs

• All urgent

• All unconnected

• Chaos

But when everything is a priority, nothing is.

Instead, group KPIs into 2–3 core themes. This gives people mental clarity and lets them zoom out to the bigger picture.

Example themes:

• Customer Experience

• Operational Excellence

• Growth

Each theme should have no more than 1–2 KPIs under it.

Part 5: Check-ins should be a rhythm, not a rescue plan

Too many managers only check KPIs when something goes wrong.

So when you do ask about them, it triggers panic, defensiveness, or the dreaded “Oh no, I forgot about that one…”

Instead, normalise it.

Make it part of your team rhythm, not a surprise inspection.

You don’t need a spreadsheet extravaganza, you just need 15 minutes.

Ask:

• “How are we tracking?”

• “What has gone well, that we should do more of?”

• “What hasn’t done well, that we need to change"?”

Bonus tip: Let someone else lead the update each week. It creates shared ownership and boosts clarity across the team.

Your 5-Step Playbook

1. Start with the outcome
    → “What do we want to be true if this goes well?”

2. Give KPIs a purpose
    → “Why does this number matter?”

3. Co-create, don’t dictate
    → “What do you think will move the needle?”

4. Group into themes
    → “What are our top 2–3 focus areas this quarter?”

5. Review early and often
    → “What’s working, what’s stuck, what’s next?”

Final Thoughts

Your team doesn’t want to fail. They don’t want to coast. But when goals are foggy, metrics feel disconnected, and updates only happen during crises it’s no wonder motivation stalls.

Great managers don’t just set goals. They make them real, meaningful, and shared.

So take a breath. Pick one of the five steps above. Start small.
Because every high-performing team?
They didn’t get there by magic. They got there by clarity, focus, and rhythm.

And that starts with you.

Love,

H

P.S. Whenever you're ready, I’ve written an entire book for you to take the next step in levelling up your leadership career. Get your copy here.