Use one live metric per operating promise
Write SMART metrics for dog walking promises such as punctuality, updates, and incident follow-up.
The move: attach one live metric to each promise. SMART makes quality visible SMART goals are specific, measurable, achievable, relevant, and time-bound. For dog walking, they work best when they convert a client promise into an operating measure. If the promise is "we keep you updated," the metric might be "photo note sent within 10 minutes of return on 95% of walks this week." If the promise is "we handle delays professionally," the metric might be "client receives an ETA before the scheduled start for every delay over 10 minutes." Good metrics are not surveillance theater. They help the owner…
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