Manager Resource: Employee Performance Review (Quick Reference Guide)

Quick Reference Guide: Employee Performance Review

Purpose of the Review:

This review cycle evaluates employee performance against the expectations outlined in the Career Progressions framework. It provides a structured process to assess performance, set goals, and guide development conversations. Access the Career Progressions anytime via the Manager Resources page on the Gills Intranet.

Through this review, you will:

Confirm the correct job title for each employee based on employee skills and team needs.

Understand performance expectations for the employee’s current role.

Identify employees who:

- Require performance improvement.

- Meet expectations.

- Are ready for growth opportunities.

Set Goals that support our team in meeting performance expectations:

- Establish clear, specific goals that provide a structured framework and define the expectations needed to achieve a higher level of performance.

Steps to Complete the Performance Review:

1. Navigate to Review

Select Performance from Top Left Menu >> Reviews >> Active Reviews >> 2025 Service Center Review

2. Access the Career Progression

Navigate to the Manager Resources page on the Gills Intranet by clicking the blue Career Progression - Managers link within the review.

Select the progression matching the employee’s job title (pictured under the employee’s name in the review).

Go to Page 2 to review the skills associated with the role.

3. Review Skills and Assess Proficiency

Evaluate the employee’s skills listed in the Career Progression. Categorize each skill into one of three statuses using the provided text boxes: In Progress, Not Started, or Goal Overview (addressed in Step 3).

Skill Status Definitions

Complete: The employee can:

Perform the skill independently and consistently.

Execute it accurately without support.

Serve as a model for others (e.g., a new hire could shadow them).

In Progress: The employee:

Performs the skill independently at times but lacks consistency.

Occasionally makes errors or requires support.

Not Started: The employee:

Does not understand the skill.

Cannot perform it independently under any circumstance.

Example: Mechanic 1 Skill Assessment

Enter skills into the appropriate text box based on the above definitions.

In this instance, your review would look as pictured below:

4. Set SMART Goals

In the Goal Overview text box, create SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) to address skills marked as In Progress or Not Started. Focus most of your time here to ensure actionable development plans.

As you set your goals, please keep in mind that this is a documented performance conversation and will be included in your employee’s file. It may serve as the first step in our disciplinary process if performance expectations are not being met.

You are expected to create goals that address any areas requiring improvement—even if those areas do not directly align with a specific objective on the Career Progression.

At the end of the sample goal list, you will find a set of foundational goals. While these may not directly map to the Career Progression, they reflect common themes in performance feedback and should be considered as part of your development planning.

Types of Goals

A. Improvement Goals

When to Set: For employees with any skills marked as In Progress or Not Started.

Guideline: Create one SMART goal per skill needing improvement. Feel free to use or start with one of the goals below:

B. Career Development Goals

When to Set: For employees with all skills marked as Complete.

Guideline: Set one or two SMART goals to support career growth.

SAMPLE SALES GOALS
Use these goals as templates. Edit measurables and specifics as needed.
Skill from Career Progression	Goal Focus	Goal Example
Tire Recommendations	Product Screen	By the end of the month, complete all training videos on our product screen manufacturers' websites. You should be fully prepared to confidently explain all features and benefits of our product screen offerings to customers.
Vehicle Inspection	DVI	By November 30th, achieve an 80% send rate on completed Digital Vehicle Inspections (DVIs), ensuring customers are consistently informed about their vehicle status.
Upselling and Maintenance Suggestions	DVI	Service Advisors must enhance DVI and service reports by accurately referencing manufacturer-recommended services, improving customer understanding and trust.
Customer Interaction	Hygiene	Prioritize personal hygiene to ensure no overpowering smells are transferred into customer vehicles or our service center. Avoid strong body odors – shower daily, use deodorant, and avoid smoking right before entering a vehicle.
Customer Interaction	Uniform	Maintain a clean, professional appearance by wearing a properly fitted uniform that is clean, free of stains, and neatly tucked in. Approved work boots must be worn at all times to ensure safety and present a professional image. Uniform must be laundered after each wear to prevent buildup of grease, odors, or stains. No visible holes, rips, or excessive wear on uniform pieces. Work boots must meet safety standards (slip-resistant) and be kept clean and in good condition.
Customer Interaction	Customer Reviews	Next month, secure at least three (3) positive customer reviews. Build this habit by proactively handing out review business cards to satisfied customers and personally requesting feedback.
Billing and Invoicing	HITs Knowledge	Complete all required HITs training videos related to [closing procedures] by the end of the month to ensure consistency and accuracy in [daily closing responsibilities]
Record Keeping	Customer Info Collection	By the end of November, enroll at least 80% of customers served into the rewards program. Clearly communicate the value of the program to encourage participation.
Customer Education	Training	Participate in and complete all assigned Service Advisor training within 45-days.
Customer Education	Promise Plus	Prepare and present a sales pitch for our Promise Plus Warranty for review by end of this month. By the end of the following month: Achieve a 80% sales conversion rate on eligible Promise Plus transactions.
Customer Interaction	Customer Experience	Complete the cleaning checklist for your designated area daily, maintaining a clean, professional, and safe work environment for team members and customers.
Customer Interaction	Customer Experience	Monitor incoming calls attentively. If a call rings more than twice, prioritize answering immediately. Either place the caller on hold courteously or begin collecting their information to assist them efficiently.
Customer Interaction	Customer Experience	As you move throughout the service center, proactively acknowledge any customer within 10 feet of you. Ensure every customer is being assisted or promptly directed to someone who can help.

SAMPLE SERVICE GOALS
Use these goals as templates. Edit measurables and specifics as needed.
Skill from Career Progression	Goal Focus	Goal Example
Vehicle Inspection	DVI	By the end of November, employees must achieve an 80% completion rate on DVIs. As you complete DVIs, ensure you select the correct DVI for the type of service you are providing. For any items marked as needing attention, make sure these items have detailed descriptions and corresponding pictures to make the reports effective sales tools.
Customer Interaction	Customer Experience	Complete the cleaning checklist for your designated area daily, maintaining a clean, professional, and safe work environment for team members and customers.
Customer Interaction	Customer Experience	As you move throughout the service center, proactively acknowledge any customer within 10 feet of you. Ensure every customer is being assisted or promptly directed to someone who can help.
Customer Interaction	Hygiene	Prioritize personal hygiene to ensure no unpleasant smells are transferred into customer vehicles during service. Avoid strong body odors – shower daily, use deodorant, and avoid smoking right before entering a vehicle.
Customer Interaction	Uniform	Maintain a clean, professional appearance by wearing a properly fitted uniform that is clean, free of stains, and neatly tucked in. Approved work boots must be worn at all times to ensure safety and present a professional image. Uniform must be laundered after each wear to prevent buildup of grease, odors, or stains. No visible holes, rips, or excessive wear on uniform pieces. Work boots must meet safety standards (slip-resistant) and be kept clean and in good condition.
Quality Control	Performing Quality Inspections	Before releasing any customer vehicle, complete all required final quality checks to ensure all services have been properly performed, tools and equipment are removed, and the vehicle is clean and safe for return. This includes verifying that tire pressures, torque specs, fluid levels, and other relevant service standards have been met. No vehicle should be released without passing the full quality inspection checklist.
Safety Compliance	General Safety	Maintain full compliance with all safety protocols and OSHA standards at all times. This includes proper use of personal protective equipment (PPE), adherence to equipment operation guidelines, and keeping work areas clean and hazard-free. Participate in all required safety training sessions and immediately report any unsafe conditions or incidents.
ASE Certifications	Obtaining ASE Cert	Actively pursue professional development by completing all required internal training modules and working toward obtaining relevant ASE certifications. By [insert target date], employees are expected to complete [specific training, if applicable] and register for at least one ASE exam in their area of expertise.

SAMPLE FOUNDATIONAL GOALS
Use these goals as templates. Edit measurables and specifics as needed.
Skill from Career Progression	Goal Focus	Goal Example
N/A	Attendance	In the last 60 days, you have missed [insert number of days] days of work. As a reminder, missed days should remain within your annual PTO allotment, which is intended to cover vacation, personal, and sick time. Going forward, any additional absences over the next two months may result in disciplinary action.
N/A	Late Arrivals	In the last 60-day period, you have arrived late [insert number of times] times. To ensure our service center operates efficiently from the moment we open, it is essential that you are ready to begin work at your scheduled start time. “Ready to work” means your lunch is put away, your uniform is on and meets company standards, and you are fully prepared to begin your tasks.
N/A	Overtime	Going forward, all overtime must be pre-approved by me before the shift is worked. Approval will be provided in writing (via text or email). This policy helps us manage payroll effectively and ensures that overtime is distributed fairly among employees.
Can Apply to Any Specific Skill	Productivity	Employees are expected to meet standard job times for each assignment. Prior to starting a job, I will provide the standard completion time. If you anticipate any issues that could prevent you from meeting that time, please speak with me beforehand so we can determine how to support you and remove potential obstacles. Job performance will be reviewed after each task is completed.

5. Assign an Overall Rating

Navigate to the Summary page (left-hand side of the review screen).

Select one of the following ratings based on the employee’s performance:

1 – Needs Development

- Three or more skills marked as In Progress.

- Any skills marked as Not Started.

2 – Meets Expectations

- Fewer than three skills marked as In Progress.

- No skills marked as Not Started.

3 – Ready for Growth Opportunities

- All skills marked as Complete.

- No skills in In Progress or Not Started.

Note: Meets Expectations is an excellent rating. Select Ready for Growth only if the employee has mastered their role and is prepared for a promotion when available.

Use your discretion while ensuring you are fair and consistent!

6. Review with Employee

Once the review is complete, schedule a 15-20 minute time to sit down and have a conversation about your employee’s performance and goals. This is the most important step. It’s important employees understand their role and any need for improvement as well as what they are doing well!

Once all of this is complete, navigate to the right-hand menu next to the review and mark the review as “Complete”

Next Steps: Applying the Review

Reviewing Job Title Appropriateness

If many skills are marked In Progress or Not Started, the employee’s current job title may not align with their capabilities.

Compare their skills to the Career Progression for the role one level below their current title by referencing the charts below.

Key Questions

What role does the business need?

If the employee’s skills align with a lower-level role (e.g., Service Technician 1 instead of 2), but the business needs the skills associated with their current title, maintain the current title and set development goals to bridge the gap.

If a title change is appropriate and supported by business needs, consult your District Manager, HRBP and submit an Employee Change Form.

Manager Resource: Employee Performance Review (Quick Reference Guide)

Quick Reference Guide: Employee Performance Review

SAMPLE SALES GOALS

SAMPLE SERVICE GOALS

SAMPLE FOUNDATIONAL GOALS