Agency Scorecard

agency-scorecard

The problem this solves: most agency owners only really look at the numbers once a month, when the P&L lands — and by then whatever went wrong already happened four weeks ago. A Scorecard fixes the timing, not just the visibility: a small set of leading numbers, checked every single week, that move before revenue does. Proposals sent, utilization, on-time deliverables, response time to new leads — numbers that tell you Friday's story on Monday, while there's still a week left to do something about it.

The hard part was never "know your numbers" — it's pulling the same 5–15 numbers from 5 different tools, every single week, without it becoming someone's part-time job. That's what this skill hands to the agent.

A Scorecard nobody has to manually assemble is a Scorecard that actually gets reviewed every week. One that takes an hour to build gets skipped the first busy Monday — and a skipped week is exactly the week something was quietly going wrong.

Say this to your agent

"Set up our weekly Scorecard. Here are the numbers that matter: <metric, where it lives, who owns it, the target/goal range>. Every Monday morning, pull the actual number for each from its source, compare it to the goal range, and give me the Scorecard with anything off-track called out — with the specific number, not just a red flag. Keep a running week-over-week view so I can see the trend, not just the snapshot."

Picking the right numbers (this is the part people get wrong)

A Scorecard with 40 metrics gets ignored; a Scorecard with 3 misses real problems. The EOS sweet spot is 5–15 numbers, and every single one should pass this test: if this number goes bad, does it predict a problem before the P&L shows it?

If a proposed number is really an outcome you'd only find out about after it's too late to change — it belongs in the monthly P&L review, not the weekly Scorecard.

The pattern (set once, run every week)

1. Define the 5–15 numbers, once. For each: the metric, exactly where it lives (which tool, which report, which field), who owns hitting it, and the goal range (a number or band, not "as high as possible").
2. Weekly pull, same day, same time. The agent goes to each source and gets the actual current value — no manual copy-paste, no "I'll fill it in later."
3. Compare against the goal range and flag. Anything outside its range gets called out explicitly, with the actual number next to the target, not just a color.
4. Hand it to the meeting, don't run the meeting. The Scorecard is read for 5 minutes at the top of your weekly meeting — the agent's job ends at "here's this week's read," the owner's job is deciding what to do about anything red.

Weekly Scorecard format

## Scorecard — Week of <date>

| Metric | Owner | Goal | Actual | Status |
|---|---|---|---|---|
| New leads responded to <2hr | Sam | 90%+ | 74% | OFF |
| Proposals sent | Sam | 6+ | 8 | ON |
| Team utilization | Priya | 75-85% | 91% | OFF (over-utilized) |
| On-time deliverables | Priya | 95%+ | 97% | ON |
| Clients below health threshold | Jordan | 0-1 | 2 | AT-RISK |

Flagged for discussion: <the OFF/AT-RISK rows, one line each on why>

What goes on the Scorecard vs. what doesn't

What a good result looks like

• Every Monday, the numbers are already sitting there when the meeting starts — nobody spent Sunday night pulling reports.
• A problem shows up as an off-track number in week 2, not as a bad month in week 6.
• The meeting spends its time on the 2–3 flagged rows, not re-deriving all 15 numbers from scratch.
• Trust in the Scorecard grows because the numbers are always pulled the same way, from the same sources — no quiet redefinition when a metric looks bad.

The rules it runs under

1. Leading over lagging, always. If a candidate metric is really a monthly outcome, say so and route it to the monthly review instead of the weekly Scorecard.
2. One owner per number. An unowned metric gets flagged for an owner before it's added, not tracked anonymously.
3. Never silently redefine a goal range after a bad week — that's a visible, dated decision, same discipline as quarterly-rocks-tracker's no-retroactive-rewrite rule.
4. Composes with client-health-score (client-risk numbers can be a Scorecard row) and quarterly-rocks-tracker (Rocks are the 90-day plan; the Scorecard is this week's pulse against it).