Mayfield Observation
On 1/20/17 I did skip level interviews in the Mayfield location. I spoke to Charles after conducting the interviews. The following was discussed with Charles and must to be improved immediately to avoid disciplinary action:
• When doing any documented conversations such as one on ones and written documentation it does not need to be done in passing, it must be a sit down conversation.
• Practice with your time at least 3 days a week or when time allows for more. Your team needs to know how to offer DTV without it coming across as being pushy.
• I want 2 observations per rep a week; I want one to be observations on the 5 key behaviors and one on how many bill payments are taken without access the customer’s account in OPUS and offering DTV. You are making sure they are executing on Bump, …show more content…
Once completed, you must get on the sales floor.
• Continue to hold everyone (including yourself) accountable with cleaning duties. Everyone must play a part in this.
• Do not treat one employee any differently than another. They all must be treated equal.
• When an employee has a bad attitude you must address it immediately so it does not progress into something bigger.
• Do not make your leadership seem as if they are out to get everyone in the store. They need to know the SM’s are doing their job when we are not in the store and the team needs to know we are here to help them. When you give a written warning they need to know it is coming from you, do not tell them I or Linda is making you do it.
The next bad mystery shop that your team gets will be followed with a first written warning due to the previous shop being 0% on 5 key behaviors, 20% on effective solutioning, and 0% on integrated products. Your team loves their job, you must help develop them into being more successful. They are craving the training and leadership from you in a positive professional
• When doing any documented conversations such as one on ones and written documentation it does not need to be done in passing, it must be a sit down conversation.
• Practice with your time at least 3 days a week or when time allows for more. Your team needs to know how to offer DTV without it coming across as being pushy.
• I want 2 observations per rep a week; I want one to be observations on the 5 key behaviors and one on how many bill payments are taken without access the customer’s account in OPUS and offering DTV. You are making sure they are executing on Bump, …show more content…
Once completed, you must get on the sales floor.
• Continue to hold everyone (including yourself) accountable with cleaning duties. Everyone must play a part in this.
• Do not treat one employee any differently than another. They all must be treated equal.
• When an employee has a bad attitude you must address it immediately so it does not progress into something bigger.
• Do not make your leadership seem as if they are out to get everyone in the store. They need to know the SM’s are doing their job when we are not in the store and the team needs to know we are here to help them. When you give a written warning they need to know it is coming from you, do not tell them I or Linda is making you do it.
The next bad mystery shop that your team gets will be followed with a first written warning due to the previous shop being 0% on 5 key behaviors, 20% on effective solutioning, and 0% on integrated products. Your team loves their job, you must help develop them into being more successful. They are craving the training and leadership from you in a positive professional