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Transcription
Supplemental coaching can enhance client interactions by providing strategies such as weekly tips, suggested questions, positive tone demonstrations, and active listening techniques. It is important to focus on the impact on customers and think from the outside in. Leaders can use videos, tip sheets, observations, journaling, and summarizations to drive continuous improvement. However, it is advised not to overwhelm with too many techniques. The more supplementing is done in client interactions, the more acceleration can be achieved. Now, when it comes to supplemental coaching, when you have a client interaction, I always go back to the attributes of the definition, yet I think you can also do something very interesting with supplemental coaching. So we're going to give you a lot of strategies. Think about having a weekly tip, suggested questions, suggested ways to show a positive tone, suggested ways to demonstrate active listening. So think about your definition, think about your expectations, and think about maybe like a weekly tip sheet. Or one of the things, if you happen to be with an earshotter, you have access to one another, is have people also observe and praise teammates and what they did well based on their execution of the ideal client interaction. Now the other thing you can do is also to get everybody a book on the power of customer service, why the customer experience is the ultimate lifeblood of an organization. See, the great thing about supplemental coaching, especially when it comes to the customer, is what fuels organizations. See, so often when we're in a business or we're doing our jobs, we tend to think from the inside out versus the outside in. Inside out is, here's what I did today, here are the tasks, here are the projects I'm on. We tend to think about ourselves, not because that's bad, it's just a natural reaction. We don't typically think about, geez, what impact did I have on our customers today positively? And that's more outside, inside thinking. And we, as leaders, as coaching leaders, we have an opportunity to keep that front and center. Think about a weekly video, think about a weekly tip sheet, think about a weekly observation of a teammate and two things they did well, which also fuels the person's mind who's doing the actual observing. Think about maybe journaling a success you had every single day and compile that at the end of the week and send me your five successes and why that was a benefit to the customer and the organization and the team. And that solidifies the emotional attachment and the emotional requirement to drive continuous improvement and change. And that supplemental coaching will serve you extremely well. Videos, articles, tip sheets, observing others, journaling, doing a journal summarization at the end of the week, all of those techniques can be used. Now, the one thing with supplemental coaching, typically one or two are suffice. Don't give people seven or eight, you could overwhelm them. Yet, when it comes to the client interaction, the more you can supplement, the more you will accelerate.
