We’ve just finished scoring phone shops for several banks. It’s always interesting to see the competitor shops and how poorly they do. It’s also interesting to see how some of the branches we work with consistently score above the expected standard and how some branches consistently struggle to meet the most basic expectation. Considering how reasonable the expectation is, the only conclusion that can be made is that some managers are coaching and some aren’t. By the way, if you’re a manager, when is the last time you met with an employee regarding his phone shop, played the shop recording and coached that employee through each part of the recording? Also, if you’re not coaching in this area, in what other areas are you not coaching?
Remember, the primary talent of a manager is the ability to coach and the love of coaching. Based on that… Are you a manager? Have you managed this week? Do you plan to manage today?