Awesome news! Thanks Tim. Will do.
Best regards,
* Timon Page *
General Manager, Ontario
*Please note my email address has changed:*
timon.page@thekey.com
Mobile: (437) 223-0841
TheKey.com <https://thekey.com/>
<https://thekey.com>
On Thu, Jun 26, 2025 at 4:38 PM Timothy Thomas <tt@thekey.com> wrote:
> Glad to help! Toronto achieved 5.5 keys in May, Which is amongst the top
> performers in the company. You've done an incredible job turning this ship
> around. Let's keep er goin!
>
>
> On Thu, Jun 26, 2025 at 4:36 PM Timon Page <timon.page@thekey.com> wrote:
>
>> Thanks Tim!
>>
>> This is great feedback. I’ll absolutely re-tool it to align more with the
>> sales team approach. I will also strive to lead with empathy as your right
>> - they do carry a lot and I sometimes forget that. I’ll send you the draft
>> once it’s done.
>>
>> Thanks again!
>>
>> Best regards,
>> * Timon Page *
>> General Manager, Ontario
>> *Please note my email address has changed:*
>> timon.page@thekey.com
>> Mobile: (437) 223-0841
>> TheKey.com <https://thekey.com/>
>> <https://thekey.com>
>>
>>
>> On Thu, Jun 26, 2025 at 3:59 PM Timothy Thomas <tt@thekey.com> wrote:
>>
>>> I think this is a fantastic initiative and a strong step toward building
>>> a more high-performing and empowered team. Your intent to shift from
>>> reactive to proactive, and to support both performance and professional
>>> growth, is exactly what we need.
>>>
>>> One suggestion: consider structuring the 1:1s like the sales team’s
>>> pre-call planning. Begin with a look back — review last week’s visits and
>>> compare them to the intended outcomes. Did we meet our SLAs? Were any tags
>>> or touchpoints missed? But frame it as a shared reflection — an opportunity
>>> to recognize wins and have open, supportive conversations about gaps.
>>>
>>> Then, shift forward. What’s on their plate for the coming week? What are
>>> the desired outcomes? This gives you a chance to coach them in
>>> prioritization and help them structure their week with clarity and
>>> confidence.
>>>
>>> Given our industry, I’d also encourage leading with empathy. Our teams
>>> often carry a lot — emotionally and logistically. These 1:1s should be
>>> high-trust moments that balance accountability with care, helping them feel
>>> both challenged and supported.
>>>
>>> Done well, I think this format will drive better results, stronger
>>> retention, and deeper team engagement. Let me know how I can support as you
>>> build it out further.
>>>
>>> Once you've ironed out the kinks, let me know as I would love to roll
>>> this out across my region.
>>>
>>> On Thu, Jun 26, 2025 at 1:47 PM Timon Page <timon.page@thekey.com>
>>> wrote:
>>>
>>>> Hey Tim
>>>>
>>>> Yes, they would fill out portions of the 1:1 sheet and we would
>>>> compare it to the metrics sheet to capture any missed tags, activity, etc.
>>>> as well as use it to set goals, celebrate accomplishments and identify
>>>> obstacles. The metrics sheet is more to provide a snapshot for me and them
>>>> to gauge the adherence to client SLA , account for Assessment activity
>>>> along with QA and to help them structure their weeks better to ensure we do
>>>> our best to maintain client satisfaction and retention. My intended goal
>>>> with this is to raise the team to a highly functioning one with the hope
>>>> that this will in turn differentiate us from other agencies and drive more
>>>> business organically. Additionally, I feel we are sometimes too reactive
>>>> and I would like to promote a more forward-thinking,
>>>> solution-oriented approach for everyone by keeping me accountable to not
>>>> only their performance, but also their professional improvement and growth.
>>>>
>>>> What do you think?
>>>>
>>>> Best regards,
>>>> * Timon Page *
>>>> General Manager, Ontario
>>>> *Please note my email address has changed:*
>>>> timon.page@thekey.com
>>>> Mobile: (437) 223-0841
>>>> TheKey.com <https://thekey.com/>
>>>> <https://thekey.com>
>>>>
>>>>
>>>> On Thu, Jun 26, 2025 at 9:10 AM Timothy Thomas <tt@thekey.com> wrote:
>>>>
>>>>> Nevermind, I see you're off tomorrow. I have a pretty packed day today
>>>>> as well.
>>>>>
>>>>> Let me know on your metric sheet, what will the CSMs fill out weekly?
>>>>> Or will they fill out your 1:1 sheet and come prepared for the meeting?
>>>>>
>>>>> On Thu, Jun 26, 2025 at 9:08 AM Timothy Thomas <tt@thekey.com> wrote:
>>>>>
>>>>>> Hey Timon,
>>>>>>
>>>>>> I'd like you to walk me through your logic on this. At first glance I
>>>>>> like it but I need clarification on a few things.
>>>>>>
>>>>>> I'll grab some time for us tomorrow.
>>>>>> Nice work
>>>>>> Tim
>>>>>>
>>>>>> On Wed, Jun 25, 2025 at 5:03 PM Timon Page <timon.page@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Hey Tim
>>>>>>>
>>>>>>> I just had my 1:1 with Kristal where I went over the new format I am
>>>>>>> introducing to address client activity for both her and Nathan. I
>>>>>>> approached the conversion from the assumption that there was more activity
>>>>>>> performed than was documented. I stressed the importance of documenting all
>>>>>>> client activity in their profiles and spoke about how regular visits
>>>>>>> promote client satisfaction and retention. But I'm definitely sensing some
>>>>>>> push-back.
>>>>>>> So I wanted to share the workbook with you for any feedback you may
>>>>>>> have and so that you are aware of what was gone over with Kristal during
>>>>>>> our 1:1.
>>>>>>>
>>>>>>>
>>>>>>> https://docs.google.com/spreadsheets/d/1ZOx-GlKefiXHudKSQVjRdqCKoUI8xEWBDO5fvK7gHp0/edit?usp=sharing
>>>>>>>
>>>>>>> I'm also working on a 1:1 template to provide more structure to my
>>>>>>> conversations with the team. It's still a rough draft but I will share that
>>>>>>> with you as well.
>>>>>>>
>>>>>>> Best regards,
>>>>>>> * Timon Page*
>>>>>>> General Manager, Ontario
>>>>>>> *Please note my email address has changed:*
>>>>>>> timon.page@thekey.com
>>>>>>> Mobile: (437) 223-0841
>>>>>>> TheKey.com <https://thekey.com/>
>>>>>>> <https://thekey.com>
>>>>>>>
>>>>>>