Catch People Doing Something Right
SNAPS DAY 307
11/3/20222 min read
One of the basic activities done in the call centers is Detractor Mentoring. These session focuse on the top detractor drivers and trends of the Associate discussed by the Team Leader, the Quality Assurance Office. The discussion circles around what the Associate did not do right, what must be done differently, what changes in the behavior must be done and anything else which implies the Associate is NOT doing a good job.
The recommendation I offer is Promoter Mentoring instead of detractor mentoring. This focuses on the top Promoter drivers and trends of the Associate. The discussion circles around what the Associate is doing right, that s/he can follow the client processes, that s/he has a positive & welcoming tone, and everything else which implies the Associate is doing a great job. The conversations are about continuing what the Associate is doing right which is an easier behavior to reinforce resulting to the Associate actually doing the right thing more. The Associate will naturally appreciate the conversation, feel great and be highly motivated. Then, at the right time, show the performance stats and ask the Associate: “How else can you improve your performance from X to Y by When?” You will notice a more positive response and commitment by the Associate to improve performance.
Telling someone you are doing it wrong means they need to do a 180 degree change of what they are dong now because the impression in a Detractor Mentoring sessions is that nothing is being done right. On the flip side, in a Promoter Mentoring session, you are recognizing that your Associate is doing a lot of things right and just needs to fine tune and redirect certain behavior in order to further improve performance. This is such a positive conversation. The Associate is more committed, feels s/he is supported, empowered and trusted by her/his leader to be successful.
*About the photo
This is one of the monthly dinners celebrating our overall top performers from each Team. What is unique about these guys is that each of them personally mentors at least 2 peer Associates to help them become successful. They volunteer to mentor their lowest performing peer in their respective Teams.
In this photo, my heart is full and humbled every time they appreciate me by flashing my “Patrick Pose”. Several folks in this photo have already been promoted to higher roles. Great job guys! I miss you and Love you guys!
