When we measure, we can assess and improve. When we know the numbers – when we track them – we can work to move them in the direction we desire. Win-loss percentages. Readmission rates. Recidivism. We measure, then we change.

But this way of thinking – while it has it's benefits – also has trade-offs. It's possible for us to be so focused on the numbers that we forget about the important things that often go unmeasured.

• Compassion
• Friendliness
• Knowing someone's name
• Holding the door
• Courtesy
• Humility
• Empathy

While you're working to make the numbers look good, don't forget about all the important things that never make it onto the usual charts and graphs. Sometimes, they're what matter the most.