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Listen. If the employee's objection is legitimate, do not criticize the shopper or the program. Instead, contact AboutFace™ via the ObsessiveCare Pipeline™.
More often than not, the employee is stressed and feels trapped by his performance results. Stop the session momentarily. Tell him you feel this process is an important tool and that you expect this coaching session to be valuable for both of you.
Explain that while he does not have to agree with everything the shopper said, you expect him to take a good faith look at this feedback. Ask him to take five more minutes to review the shop with a new frame of mind.
Return and ask, "Okay, so now that you have reviewed the shop again, what have you noticed that you can do to improve?"
If you have a difficult or aggressive employee, don't freak out. REALLY LISTEN. He could provide you with invaluable information about the climate of your team. Employees may be feeling one or more of the following ways:
Listening can solve a lot. Never bark back; just ask additional questions. Do not back off from the standards you need to create, but use this session as a learning tool for you, too. What does this discussion tell you about this employee and your entire team?
Tell the employee that as the manager, you are charged with creating the best customer experience possible and you need and expect his sincere cooperation in this process.
That's all there is to it. Just five clear-cut steps to effectively coach your frontline. Try it; it really works!
