Benefit: This step assures the employee processes the information reported by the shopper. It also avoids the perception that the manager is "talking at" the participant.
After a few minutes, return and ask the employee, "So what did you notice?"
Benefit: Questioning forces the employee to assess his own effectiveness and deficiencies, and it forces the participant to be active in his own improvement process.
Don't neglect asking this crucial question. Over time, we have found that proceeding in any other way is 90% less effective.
Modify the coaching session based on the scores:
A. IF SCORING SUGGESTS IMPROVEMENT IS NEEDED: Discuss the employee's results and ways he could do better next time. Have him select three standards to focus on. Say something like, "John, please designate three areas you will actively work on during the next month. I look forward to seeing these new habits exhibited."
B. IF SCORING SUGGESTS EXCELLENCE: Fully recognize the employee. Read aloud the complimentary remarks the shopper made about him. Ask the employee how he feels about the results. If the employee routinely gets exemplary results, you should leverage this habit into a recognition session. Ask him to help you mentor others.
