Take The Mirror Test

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


•  8 Step Coaching Process –  Explain WHAT needs to happen


•  8 Step Coaching Process –  Explain WHAT needs to happen –  Explain WHY it is important


•  8 Step Coaching Process –  Explain WHAT needs to happen –  Explain WHY it is important –  Explain HOW the changes will happen


•  8 Step Coaching Process –  Explain WHAT needs to happen –  Explain WHY it is important –  Explain HOW the changes will happen –  Demonstrate


•  8 Step Coaching Process –  Explain WHAT needs to happen –  Explain WHY it is important –  Explain HOW the changes will happen –  Demonstrate –  Role-‐play


•  8 Step Coaching Process –  Explain WHAT needs to happen –  Explain WHY it is important –  Explain HOW the changes will happen –  Demonstrate –  Role-‐play –  Feedback


•  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


•  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?

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: [email protected] – @sidebysidecoach –  www.glennpasch.com

Thanks

Take The Mirror Test

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Transcript of Take The Mirror Test