Why is it important to use coaching skills if you want to be an effective manager? Because when people get the coaching they need, they perform better. Managers who provide day-to-day coaching have more effective teams, grow and retain their key people, and experience higher productivity overall. Makes sense, doesn’t it?
Over the years when I’ve asked people to describe their best boss ever, they often say it was a manager who helped them be successful in their role through coaching. It is important to set clear goals with your people, but it is critical to then use coaching skills such as
- asking what they need from you to reach their goals,
- listening with the intent to learn, and
- working closely together to solve problems.
Coaching is the key to building a trusting work environment and improving the competency of your staff. Remember, your most important job as a manager is to help your people succeed.
In the short video below I share a story of how, as a college professor, I used coaching skills to help students get an A in my course.
Please give coaching a try. I know when you make coaching a priority, you’ll help your staff improve performance levels.
When was the last time you received customer service that was so great you wanted to tell others about it? Okay, now what about the last time you had a really bad experience as a customer? My guess is that the bad experience will pop into your mind a lot more easily than the good one.
People have always shared customer service stories, good and bad, with each other. But as we all know, these stories are no longer confined to a small circle of friends. Social media has made it easy for both kinds of stories to be shared with hundreds or even thousands of others with a few keystrokes. And many people make their buying decisions based on reviews they find on websites. So as a business owner or manager, how can you ensure you are delivering service that delights your customers so much that they want to brag about it to their friends?
Through the years I’ve learned how even the smallest effort or the simplest change in policy can make a positive difference to an organization. That’s why I’m so excited about the re-release of The Simple Truths of Service—a charming little book I wrote with Barbara Glanz. It is filled with true stories about simple acts of service that build customer loyalty. Barbara and I collected these stories over the years and compiled them into an easy to read book that will spark your imagination about how simple it can be to create loyal customers. It will inspire you to realize that every single person in your company—even you—can make a difference.
The first story is the heartwarming tale of Johnny—a bagger in a grocery store whose one act of kindness transformed the level of service in the entire store. It is proof that a simple message from the heart can sometimes have more power than a company-wide marketing strategy. More true stories follow—all great examples of heartfelt, caring service that turned regular customers into raving fans.
I’ve said for years that if you don’t take care of your customers, somebody else is waiting, ready, and willing to do it. The best competitive edge for a business isn’t their product or their price. It’s how they treat their customers. Make a point of giving your customers a service experience they will remember and share with their friends. You may end up with a story you can brag about!
Learn more about The Simple Truths of Service, or order your copy at Amazon.com.
Building trusting relationships is one of the most important elements of being an effective leader. The good news is that turning around a low-trust environment isn’t rocket science. It starts with performance evaluation. If you are evaluating your people’s performance with a judgmental mindset, I guarantee you are eroding trust.
But if you partner with your people to set clear goals, and then provide day-to-day coaching to help them reach those goals, you’ll build high levels of trust—and that leads to higher morale, increased productivity, and improved engagement. And, as a leader, the constant communication you have with team members makes the performance evaluation part of your role much easier.
Remember, placing an emphasis on judging performance instead of coaching performance will create a low-trust environment. Setting clear goals and working side by side with your people to help them do their best will not only build trust and create effective teams, but also form the kind of working environment where people flourish.
Trust has taken a hit lately in all facets of our lives, but especially in organizations. A dwindling level of trust between workers and leaders is one of the unfortunate consequences of financial mismanagement and economic meltdown within the working sector.
So, how can you tell whether or not your people trust you? Watch what they focus on. Do they pay more attention to their work—or to you? If they seem to be focusing more on what you are doing than on their own tasks, chances are they don’t entirely trust that you are there to help them succeed.
Make it clear to your staff that you are there to help and encourage them, not to judge them or nitpick their efforts. When you help people understand that as their leader, you work for them and will do whatever it takes to support and encourage them, they will be more empowered, innovative, and productive. And that’s a win-win for everyone!
A few weeks ago, my blog focused on leading by values and the importance of communicating your organizational values clearly and constantly. Another critical element for leaders to practice is what I call walking your talk. Leaders must make every effort to become living symbols of their organization’s value system. Walking your talk means that your company values act as a set of guidelines for decision making, problem solving, and general day-to-day business operations.
For this process to work, you need a method of identifying gaps between values and behaviors. One way is to describe what the current situation is and what you want the desired situation to be, and to document action steps for making the change. Let me share an example from our own company.
We used to have a conflict at the end of each month among our sales, accounting, and shipping departments. One day, we brought representatives from each department together to discuss the issue in a fact-finding meeting. What we learned was very interesting.
The cause of the problem was a compensation policy stating that a sale couldn’t be credited to a sales person’s goal until the product had been shipped and billed. Since every sales person received bonuses based on monthly performance, they wanted every order fulfilled by the last day of the month—even the last-minute orders. This put extreme pressure on the shipping and accounting departments. In fact, in some cases people in those departments were working twelve-hour days at month end.
When everybody put the issues and their personal perspectives on the table and began to work on solutions, it actually became quite easy to eliminate the pressure caused by this policy. The group worked together to develop a new solution for dealing with the end-of-the-month workload crunch. And our corporate values provided the framework for the team to work together when solving the issue.
It would have been easy to continue to recognize the revenue at the expense of the people. However, Relationships was a corporate value—and making some people work twelve-hour days wasn’t honoring that value. Our leaders and teams walked their talk and restructured the process to honor both regular working hours and sales goals. The solution recognized the importance of both people and results.
Ignoring this issue would have put corporate values at risk—but using the values to solve the problem fortified their importance.
Think about situations that need to be improved in your organization. Then use your values to drive conversations and do the right thing. Leading by values is a continuous journey—and it is never too late to start walking your talk.