In step 5 of our previous blog, we talked about following up on opportunities. The 6th and final step in creating a Proactive Service® culture within your service team is to provide coaching and support. If we want to see results, we must create an environment that fosters learning and encourages the desired behaviour.
It is important to keep in mind that, as managers, we are not measured so much by what we do, but by what our employees do. That means that we should be trying to spend as much of our time as possible in helping our employees do their jobs better. However, the reality is that we are in a fast-paced, real-time business that often forces us to put coaching and development activities aside to address more urgent matters. When we allow this to happen too often, we find we spend little or no time providing the critical support that will truly help our employees excel. And that can be costly in terms of our team’s effectiveness and therefore our overall performance. Some research has demonstrated that with new skills adoption, as much as 75% of an initiative’s success will be dependent upon the actions of management to support and coach their employees. A large association of training and development professionals found that training, followed by coaching, showed a four-fold improvement in skills adoption. Read more ›
