United States: Under Review: The Future Of Traditional Performance Appraisals: A Q&A With Michael Sayne, Director Of Legal, Labor Relations, Pilot Travel Centers LLC

Last Updated: October 2 2017
Article by Penny C. Wofford

According to some estimates, more than one-third of U.S. companies are planning to abandon (or have already abandoned) the traditional annual performance review. Putting aside the fact that very few enjoy the process, from the manager who has to complete the review to the employee who receives it, the annual review can potentially be ineffective. It focuses on past behaviors that the manager may or may not have addressed with the employee and often managers will grade-up performance, and so the review may not honestly reflect the employee's performance. We interviewed Michael Sayne, Director of Legal, Labor Relations at Pilot Travel Centers LLC about how Pilot Travel has changed its employee review process.

Penny Wofford: How has Pilot Travel changed the way it evaluates employees and why?

Michael Sayne: We have moved away from the traditional annual performance review and rating and points system. We are now evaluating team members on a four-quadrant matrix that aligns business-related performance with our customer-oriented culture. An employee team member could be a "pro" in business performance; however, without behaviors that exemplify our culture, the team member will not be successful or long-term with Pilot.

The matrix is quite simple but provides a more effective way of reinforcing our desired behaviors. The matrix allows a manager to plot out his or her entire team on one matrix and be able to more easily differentiate the top performers from those needing improvement. The emphasis is less on accountability for past practices and more so on development. Having the matrix allows managers to more easily recall what behaviors his or her top performers exemplify and those behaviors that need to be instilled in underperforming employees.

PW: What tools and training did you provide managers to change the process?

MS: We are no different than other companies in that we continually face a challenge with our managers providing feedback and coaching, and appropriately documenting it. In addition to rolling out a training plan on the matrix evaluation criteria, we recognized that we needed to make it easier for managers to provide prompt coaching and feedback. Our legal team worked with our HR and IT departments to create an application that is installed on all of our managers' tablets. The application contains template forms for managers to provide instantaneous, or at least prompt, coaching and disciplinary action. We encourage all managers to provide positive feedback, as well as corrective coaching through the application. The application allows for electronic acknowledgment, and automatically transmits the feedback, coaching, or disciplinary action to the team member's personnel file maintained at the corporate office.

PW: What have been the results of the change?

MS: We are still implementing our new matrix evaluation criteria. We started at the top with the executives of our company, and we are now working our way to the store level in our implementation plan. However, we developed and installed the automated employee feedback application on all managers' tablets about three years ago. Over the past three years, we have measured approximately a 150 percent reduction in EEO charges and increased our success rate on unemployment compensation claims to about 92 percent. Just to put that in perspective, the increased success rates on unemployment compensation claims alone equates to about $2.5 million in savings for our company annually. The decrease in EEO claims has allowed me to be more forward-thinking on other measures we can implement to improve the process and impact the bottom line.

PW: How long has it taken to implement the new review process? What would you do differently if you could go back to make the transition smoother?

MS: We are still working on the rollout of the new evaluation criteria. We have a timetable of about one year. We wouldn't necessarily approach this any differently, although we do continually emphasize the value of providing regular and timely feedback. Having the automated feedback application was an important precursor to eliminating a points-and-rating review system. We have the process necessary to provide prompt and documented feedback and coaching and we've made it easier; however, the manager still has to do it. So we regularly communicate that as a performance and cultural expectation of our managers.

We are pleased to provide you with the September/October 2017 issue of The Employment Law Authority. To view the "flipbook" version of the issue, click here. To download and print a PDF of the issue, click here.

Editor in Chief: Jansen A. Ellis; Managing Editor: Stephanie A. Henry; Articles Editor: Hera S. Arsen

The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.

To print this article, all you need is to be registered on Mondaq.com.

Click to Login as an existing user or Register so you can print this article.

In association with
Related Topics
Related Articles
Related Video
Up-coming Events Search
Font Size:
Mondaq on Twitter
Register for Access and our Free Biweekly Alert for
This service is completely free. Access 250,000 archived articles from 100+ countries and get a personalised email twice a week covering developments (and yes, our lawyers like to think you’ve read our Disclaimer).
Email Address
Company Name
Confirm Password
Mondaq Topics -- Select your Interests
 Law Performance
 Law Practice
 Media & IT
 Real Estate
 Wealth Mgt
Asia Pacific
European Union
Latin America
Middle East
United States
Worldwide Updates
Registration (you must scroll down to set your data preferences)

Mondaq Ltd requires you to register and provide information that personally identifies you, including your content preferences, for three primary purposes (full details of Mondaq’s use of your personal data can be found in our Privacy and Cookies Notice):

  • To allow you to personalize the Mondaq websites you are visiting to show content ("Content") relevant to your interests.
  • To enable features such as password reminder, news alerts, email a colleague, and linking from Mondaq (and its affiliate sites) to your website.
  • To produce demographic feedback for our content providers ("Contributors") who contribute Content for free for your use.

Mondaq hopes that our registered users will support us in maintaining our free to view business model by consenting to our use of your personal data as described below.

Mondaq has a "free to view" business model. Our services are paid for by Contributors in exchange for Mondaq providing them with access to information about who accesses their content. Once personal data is transferred to our Contributors they become a data controller of this personal data. They use it to measure the response that their articles are receiving, as a form of market research. They may also use it to provide Mondaq users with information about their products and services.

Details of each Contributor to which your personal data will be transferred is clearly stated within the Content that you access. For full details of how this Contributor will use your personal data, you should review the Contributor’s own Privacy Notice.

Please indicate your preference below:

Yes, I am happy to support Mondaq in maintaining its free to view business model by agreeing to allow Mondaq to share my personal data with Contributors whose Content I access
No, I do not want Mondaq to share my personal data with Contributors

Also please let us know whether you are happy to receive communications promoting products and services offered by Mondaq:

Yes, I am happy to received promotional communications from Mondaq
No, please do not send me promotional communications from Mondaq
Terms & Conditions

Mondaq.com (the Website) is owned and managed by Mondaq Ltd (Mondaq). Mondaq grants you a non-exclusive, revocable licence to access the Website and associated services, such as the Mondaq News Alerts (Services), subject to and in consideration of your compliance with the following terms and conditions of use (Terms). Your use of the Website and/or Services constitutes your agreement to the Terms. Mondaq may terminate your use of the Website and Services if you are in breach of these Terms or if Mondaq decides to terminate the licence granted hereunder for any reason whatsoever.

Use of www.mondaq.com

To Use Mondaq.com you must be: eighteen (18) years old or over; legally capable of entering into binding contracts; and not in any way prohibited by the applicable law to enter into these Terms in the jurisdiction which you are currently located.

You may use the Website as an unregistered user, however, you are required to register as a user if you wish to read the full text of the Content or to receive the Services.

You may not modify, publish, transmit, transfer or sell, reproduce, create derivative works from, distribute, perform, link, display, or in any way exploit any of the Content, in whole or in part, except as expressly permitted in these Terms or with the prior written consent of Mondaq. You may not use electronic or other means to extract details or information from the Content. Nor shall you extract information about users or Contributors in order to offer them any services or products.

In your use of the Website and/or Services you shall: comply with all applicable laws, regulations, directives and legislations which apply to your Use of the Website and/or Services in whatever country you are physically located including without limitation any and all consumer law, export control laws and regulations; provide to us true, correct and accurate information and promptly inform us in the event that any information that you have provided to us changes or becomes inaccurate; notify Mondaq immediately of any circumstances where you have reason to believe that any Intellectual Property Rights or any other rights of any third party may have been infringed; co-operate with reasonable security or other checks or requests for information made by Mondaq from time to time; and at all times be fully liable for the breach of any of these Terms by a third party using your login details to access the Website and/or Services

however, you shall not: do anything likely to impair, interfere with or damage or cause harm or distress to any persons, or the network; do anything that will infringe any Intellectual Property Rights or other rights of Mondaq or any third party; or use the Website, Services and/or Content otherwise than in accordance with these Terms; use any trade marks or service marks of Mondaq or the Contributors, or do anything which may be seen to take unfair advantage of the reputation and goodwill of Mondaq or the Contributors, or the Website, Services and/or Content.

Mondaq reserves the right, in its sole discretion, to take any action that it deems necessary and appropriate in the event it considers that there is a breach or threatened breach of the Terms.

Mondaq’s Rights and Obligations

Unless otherwise expressly set out to the contrary, nothing in these Terms shall serve to transfer from Mondaq to you, any Intellectual Property Rights owned by and/or licensed to Mondaq and all rights, title and interest in and to such Intellectual Property Rights will remain exclusively with Mondaq and/or its licensors.

Mondaq shall use its reasonable endeavours to make the Website and Services available to you at all times, but we cannot guarantee an uninterrupted and fault free service.

Mondaq reserves the right to make changes to the services and/or the Website or part thereof, from time to time, and we may add, remove, modify and/or vary any elements of features and functionalities of the Website or the services.

Mondaq also reserves the right from time to time to monitor your Use of the Website and/or services.


The Content is general information only. It is not intended to constitute legal advice or seek to be the complete and comprehensive statement of the law, nor is it intended to address your specific requirements or provide advice on which reliance should be placed. Mondaq and/or its Contributors and other suppliers make no representations about the suitability of the information contained in the Content for any purpose. All Content provided "as is" without warranty of any kind. Mondaq and/or its Contributors and other suppliers hereby exclude and disclaim all representations, warranties or guarantees with regard to the Content, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title and non-infringement. To the maximum extent permitted by law, Mondaq expressly excludes all representations, warranties, obligations, and liabilities arising out of or in connection with all Content. In no event shall Mondaq and/or its respective suppliers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use of the Content or performance of Mondaq’s Services.


Mondaq may alter or amend these Terms by amending them on the Website. By continuing to Use the Services and/or the Website after such amendment, you will be deemed to have accepted any amendment to these Terms.

These Terms shall be governed by and construed in accordance with the laws of England and Wales and you irrevocably submit to the exclusive jurisdiction of the courts of England and Wales to settle any dispute which may arise out of or in connection with these Terms. If you live outside the United Kingdom, English law shall apply only to the extent that English law shall not deprive you of any legal protection accorded in accordance with the law of the place where you are habitually resident ("Local Law"). In the event English law deprives you of any legal protection which is accorded to you under Local Law, then these terms shall be governed by Local Law and any dispute or claim arising out of or in connection with these Terms shall be subject to the non-exclusive jurisdiction of the courts where you are habitually resident.

You may print and keep a copy of these Terms, which form the entire agreement between you and Mondaq and supersede any other communications or advertising in respect of the Service and/or the Website.

No delay in exercising or non-exercise by you and/or Mondaq of any of its rights under or in connection with these Terms shall operate as a waiver or release of each of your or Mondaq’s right. Rather, any such waiver or release must be specifically granted in writing signed by the party granting it.

If any part of these Terms is held unenforceable, that part shall be enforced to the maximum extent permissible so as to give effect to the intent of the parties, and the Terms shall continue in full force and effect.

Mondaq shall not incur any liability to you on account of any loss or damage resulting from any delay or failure to perform all or any part of these Terms if such delay or failure is caused, in whole or in part, by events, occurrences, or causes beyond the control of Mondaq. Such events, occurrences or causes will include, without limitation, acts of God, strikes, lockouts, server and network failure, riots, acts of war, earthquakes, fire and explosions.

By clicking Register you state you have read and agree to our Terms and Conditions