Post on 22-Jan-2015
description
Take The Mirror Test
Glenn Pasch, COO & Partner PCG Digital Marke6ng
“If it is to be, it’s up to me.”
Jackie B. Cooper as quoted in “The Prosperity Equa;on” by Jim Ziegler
PCG Digital Marke;ng
Goals of Workshop
• How to monitor Results • What to do if you achieve goals • What to do if you do not • How to hold the mirror up to employees
What Do You See?
Do You see what Customers Sees
• When was last ;me you personally mystery shopped?
• Last ;me you searched for a car on your website?
• Take the “30 Second “ Test • Example: Reputa;on on site.
Why is change hard?
• What are you afraid of? • What we want vs. what we need
• Right now: no pain • Great ideas and hopes but no follow through
• Short term burst • Tac;cs vs strategy
What % Fail?
90%
80-‐90%
88%
30-‐50% in 5 years
GeXng Results
• Did you achieve goals? • No emo;on when looking at numbers
• Some;mes hiXng your numbers is hiding flaws
• Some;mes missing numbers is a good thing
We Hit Our Goals
• Biggest area of weakness for some managers
• Make sure team knows WHAT they did to achieve results
• We repeat behavior we are appreciated for
• Refocus team on what they will do in the future
We Missed our Goals
• Look at behavior. What happened to cause results
• Keep emo;on out of it • Must take the ;me to inspect to find root cause so that you can fix this versus a bandaid
First Ques;on to Ask
• Was the person trained to do the task? – Yes: discussion – No: retrain following the 8-‐Step Coaching Process
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen – Demonstrate – Role-‐play – Feedback – Explain what changes happened – Follow up
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen – Demonstrate
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen – Demonstrate – Role-‐play
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen – Demonstrate – Role-‐play – Feedback
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen – Demonstrate – Role-‐play – Feedback – Explain what changes happened
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen – Demonstrate – Role-‐play – Feedback – Explain what changes happened – Follow up
They were trained
• Sit with them to review progress • Ask them what they remember from training – Don’t Remember – Half remember – Remember Asking this ques;on focuses your training
Follow up on Results
• Same scenario. If they hit, reinforce
• If they did not hit, Find out what behavior was
• What if missing goals this con;nues?
Bob
Disciplining
• Be clear on expecta;ons • Be clear on what has happened • Focus on behavior not on person • Keep it short • Be clear on next steps if they do not comply • Let them know THEY put you in this posi;on
Important Reminders
• This takes ;me and effort • Clarity • Consistency • Make sure everyone is held accountable • Trickle Down effect • Easier to manage
What Do You See?
– Office: 732.450.8200 – Email: glenn@pcgmailer.com – @sidebysidecoach – www.glennpasch.com
Thanks