Rob Luna

So what we do with you, and this is what every entrepreneur can do, is we figure out first and foremost, where are we trying to go?

So what is our revenue we're trying to get?

What are our margins?

Who's our target customer?

And then we figure out that what are all the activities we need to do to make that happen?

And who are the people that do the activities to make those things happen?

From answering the phone, in your case, editing, all those things, they are the people within your organization that play a role.

So then the question I always ask people is, okay, here's what you want them to do.

How are you compensating them?

And what I find out is the compensation is almost never in line with the incentive.

And then they wonder why are they not doing the activities they want because they're not rewarded for doing that.

So what you have to first do is figure out the strategy, figure out what you want from that person.

And then you need to structure compensation and bonuses as incentives for them to be able to do that.

And there's two components I use with every business, including our own.

First of all, KPIs, we've been talking about this, key performance indicators, like what are the activities that you need this individual, individuals, and they're usually different, to be able to do to get you towards that goal, because everyone's playing in a role to getting there and they should know what their role is and what that ultimate goal is.

So that's one thing.

And that's an individual.

So your individual should be reported or rewarded based off of his or her own contribution.

So if you've got someone who's crushing it, they're doing their part,

But Joe's asleep at the wheel and sucks and has got family problems, isn't showing up, doesn't want to work.