Tips For Constructive Criticism, Part 2
Have you been working on Tips 1-10? I hope so! I’ve included an additional 15 tips below!
11. Before you talk with your team, you need to know what you want to fix. Put together a lesson plan for how they can fix it, including how you’ll help them and when you’ll meet again.
12. Commit to your weekly sales drills; listen to calls every week as a group to critique them together–no excuses.
13. No one likes to hear his or her own voice being recorded. I personally don’t like to listen to my voice, but I do it so I can always be focused on improving. Your team needs to do this, too!
14. Remember, be sensitive. You’re dealing with people, fears, rejection and self-confidence. You need to work at building them up, not tearing them down.
15. Systemize this process. When you find out what is working with your team, write it down so you repeat it every time you critique.
16. Teach your team to self-critique.
17. Pay attention to them; guide them; coach them; encourage them to visit with you; watch your tone, your words, your body language. Remember, you’re always being observed.
18. Make it important, which means you won’t drop the ball. Keep at it, because they’re waiting for you to drop the ball since it’s likely you have done so in the past with great ideas that have gotten you fired up. Not this time, though. First, you need to build the trust with your staff, even if you’ve been at this for 20 years. Second, your telephone and your staff are critically important to you; without them you have no business!
19. Give your staff the tools: scripts, outlines, FAQs, objections lists with the correct answers, role-play, provide coaching and support for them.
20. Peer recognition–encourage this, require it and systemize the process.
21. Catch them doing something right, daily.
22. If you’re thinking, “Chris, they should know how to do it by now …” that’s the wrong attitude. They’re people; we need to be continually reminded of what to do and how to do it. And you need to be sure that you’ve given them the right tools, guidance, information, training and ongoing coaching and mentoring. It’s just as important for your staff, your business and your bottom line as it is for you!
23. I can guarantee you if you don’t handle this moment, breaking the news the right way, sabotage will absolutely show its ugly head with many of your team members.
24. Remember to create an ongoing reward program and recognize your staff, each team member, for even the smallest improvements.
25. Here’s an example of how your introduction can go. It may sound something like this: “Great news! We’re going to have an outside coach help you and me perfect our phone skills, sales and customer service to improve our bottom line, the number of new appointments we secure and the
deals we close!”
Using the 25 tips I have shared with you, you are certain to see improvements the next time you critique your staff members’ calls.
One of my clients recently shared this WIL with me, things she has learned from receiving a little constructive criticism:
“I learned several things today and really enjoyed discussing the intake process with the group. What sticks out to me most is the importance of preparing and practicing for the handling of new calls. We prepare in order to obtain the best result on a case in negotiation or litigation. We need to develop that same mindset when it comes to the handling of new calls.“