Here are three tips and reminders for how to effectively coach customer engagement:
1. Observe to elevate performance. There are two coaching mindsets. One is coaching to correct; trying to see what people are doing wrong. The other is coaching to elevate performance or, as I often say, to be even better.
When you coach to elevate, you're closely observing the fine details of each associate’s customer engagement. You're looking for those small details to help him or her better connect with their customer.
What's your mindset? Do you observe your associates to see what they're doing wrong, or what they can do better?
2. The more timely the feedback, the faster the impact on performance. A storeowner recently told me how effective her monthly one-on-one meetings are. She said she always has lots of good ideas for each employee to use to improve.
While I complimented her on having a coaching focus, I asked why she waited until her one-on-ones to give the feedback. Her answer? That's what she's always done. Remember, the sooner you deliver the feedback, the faster the associate, the next customer, and the store, can benefit from a higher level of engagement.
How quickly do you give your associates feedback? Do you deliver the feedback between customers, or do you wait until the next Take Five or other meeting?
3. Avoid giving "pinball" feedback. I recently worked with a manager who did a great job coaching her team throughout the day. The only problem was that her feedback was all over the place. She bounced from one thing to the next. That's what I call pinball feedback.
The most successful coaches narrow their focus. They know that associates will always be more successful focusing on just one or at the most two things at one time to work on. Giving feedback in too many areas will almost always result in the employee doing nothing.
How narrowly focused do you keep your feedback? At the end of a day, how many elements have your associates been asked to focus on? If you keep that number low, there's a good chance your sales results will be high.
About Doug Fleener
Doug Fleener, a proven business and customer service experience expert, helps companies achieve performance that exceeds customer and employee expectations resulting in more sales, profits, and customers.
Learn more about our services at Sixth Star Consulting, or call Doug at 844-861-7803 to discuss how he can help you achieve higher levels of performance and results. Learn about Doug's keynotes and workshops at DougFleener.com. Sample a Sixth Star University online training program at SixthStarU.com.