Fearless Accountability: Create Teams That Won't Let Each Other Fail
Accountability: Without It You Fail
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21-Oct-2014 -
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Transcript of Accountability: Without It You Fail
Holding Your Team Accountable
Glenn Pasch, COO & Partner PCG Digital Marke6ng
Process
• is NOT a Dirty Word • A con;nuous ac;on, opera;on or series of changes taking places in a definite manner
• People want structure • Easier to manage and hold accountable
Goal of Workshop
• Understanding why Process is Important • How to create good process • How to hold accountable • Communica;on Styles
Where to Look for Process Need
• Data points to pain point • Decide what ac;on • Decide on who will help create process
• Create with small group first then give to bigger group
The Needs of Any Process
• Be Specific • Ac;onable Tasks • Yes or No Func;ons • Where is fits into overall structure • Does it impact other departments
Impact of One report
• Data says increase paid search • More Leads come in • More Phone calls come in • Sales should go up • Did we let BDC or Internet team know what we did
• Are we staffed correctly • Did we increase accountability
Mythical Dealer Current Results
• #of leads: 600 • # of engagements 400 (66%) • # of appointments 225 (56%) • # of shows 90 (40%) • # of sales: 50 (55%) • Overall Closing ra;o: 8.3%
60 x 4 Rule to Begin
• 600 leads • 600 x 60% = 360 engagements • 360 x 60% = 216 appointments • 216 x 60% = 129 Shows • 129 x 60% = 77 cars sold • 13% closing ra;o
What Do We Want? 600 leads Current 13%
Engagements 400 360 -‐40
Appointments 225 216 -‐9
Shows 90 129 +39 How?
Sold 50 77 +27
Closing % 8% 13% +5%
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
Communica;on Styles
• 4 different types of communica;on styles that exist and how your response to each type should be formulated. – The Dominator – The Conversa;onalist – The Planner – The Calculator
Dominator
• This individual wants to control the conversa;on. Some traits are:
• • May come off as blunt • Boeom Line aftude • Seems to be In a hurry • Tells you what they want versus asking for your input
•
How To Handle Dominator
• Be respecgul of their ideas • Focus on facts and ideas rather than the person
• Have evidence to support your argument • Be quick, focused, and to the point • Show them how they can succeed
Conversa;onalist
• These individuals are very expressive and outgoing.
• Love to talk especially about themselves
• Influenced by what others think,
• A bit impulsive. • Seems to enjoy the process of interac;ng
How to Handle Conversa;onalist
• Be social and friendly with them, building the rela;onship
• Listen to them talk about their ideas • Make sugges;ons to build on their ideas • Don’t spend much ;me on the details
The Planner
• This individual is prepared with their data and has their checklist to make sure they do not forget anything.
• Even tempered • Can be seen as sol spoken • Asks ques;ons but not too analy;cal • Avoids conflict • Needs to feel good about decision • Takes their ;me
How To Handle Planner
• Be genuinely interest in them as a person • Give them ;me to adjust to change • Clearly define goals for them • Recognize and appreciate their achievements • Avoid hurry and pressure • Present new ideas carefully
The Calculator
• Analy;cal • Methodical • Detail Oriented • Must weigh all facts before making decision
• Likes Logical order
How To Handle Calculator
• Be prepared. Don't ad-‐lib with them • Be logical, accurate and use clear data • Show how things fit into the bigger picture • Be specific in disagreement and focus on the facts
• Be pa;ent, persistent and diploma;c
Follow up on Results
• If they hit, reinforce behavior • If they did not hit, Find out what behavior was that stopped them from achieving.
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
Summary
• People receive communica;on differently • By understanding communica;on styles you will have more success of teaching s;cking
• Easier to follow up in no confusion to begin with
– Office: 732.450.8200 – Email: [email protected] – @sidebysidecoach – www.glennpasch.com
Thanks