One of the toughest challenges we face as frontline managers is a lack of time. Between closing deals/renewals and managing escalations, it’s incredibly difficult to find time to polish and execute a consistent coaching plan.
Below are three tips that have helped me develop a simple, time-friendly coaching plan that leverages the Gong platform:
1. Coach on your mobile
You might be surprised to learn that I do about 75% of my coaching on the Gong mobile app. I’m at my most productive when I listen to calls while doing things I enjoy. For example, I often listen to calls while I’m just getting my day going, taking a lunch break, or on a walk. The mobile app makes it super easy to coach on the go.
2. Address two key points
I don’t like leaving a ton of comments in a rep’s call, as too much info is hard for the rep to implement. Instead, I leave one comment that focuses on two things: what’s good and where there are opportunities. An equal ratio of good to opportunities works, but I’ve found it’s best to focus more on the good.
3. Ask one really powerful coaching question
As easy as it is to take apart a call in 15 pieces of feedback, it’s my job as a manager to synthesize the opportunities and choose the most important area to focus on. An alternative to the good and opportunities option is leaving one solid question. It can sum up your point brilliantly while getting the rep to really think about the call. Here are a couple of examples:
"What's the real challenge they’re facing that we can help with?"
"How does their decision making process work for purchasing software?"
These three tips - (1) coaching on mobile, (2) addressing two key points and (3) asking one powerful question will help you optimize your coaching strategy while providing consistency and value for your reps.
Have any other tips and/or takeaways for consistent coaching plans? Share them so we all win! 👇