Promoter mentoring

#daph #promotermentoring #tres

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

If you have NPS (Net Promoter Score) as one of your metrics then please tell your Team Leads that detractor mentoring is not the only approach. After your TLs have done all the detractor mentoring and have told your frontline Associate everything that s/he is doing wrong…

Try Promoter Mentoring.

One of my Team Leaders, Daph, is an expert on determining when to use detractor mentoring and when to use Promoter Mentoring. One time he called one of his frontline Associates who just had a really bad call to join a quad mentoring session. He also invited the top 2 frontline Associates in their Cluster to join them.

TL Daph asked his Associate, do you know why we are here? The Associate said, to listen to my bad call and for our top Associates to help identify my areas of opportunities.

TL Daph did not respond and just played a call of the Associate. Instead of playing the recent bad call…. what TL Daph played was one of the front line Associate’s best calls!

The two top Associates exchanged praises identifying all the great points that the Associate said on the call and how genuine her tone is in assisting the customer. The frontline Associate said.. “I thought you will play my bad call, TL..”

TL Daph said “You have more great calls and that is what I want us to listen to. When you step out of our Mentoring Session I want your chin up high and proud coz the top 2 Associates of our cluster, you and me confirmed that you manage your customer calls excellently well! What you need to focus on… is consistency.”

The frontline Associate stepped out of the Mentoring Session motivated to consistently do her very best.

In summary, aside from just doing detractor coaching, try to also learn the technique of conducting Promoter Coaching or a hybrid of both depending on the situation of your mentee. When you do detractor mentoring you are telling your frontline Associate s/he is wrong and must do a 180-degree change. When you do Promoter Mentoring, you are telling your frontline Associate s/he is doing the right things in the process, has the right behavior and must continue doing it this way. Then, emphasize that consistency and continuous learning are keys to success.

Desired result: The Associate feels great and motivated to continue doing the right thing for the customers.

*About the photo

It took awhile for our children to adjust to online schooling due to the Covid-19 pandemic. One of my daughters, Tres, was concerned coz the school requirements became very tough especially for graduating students. We continued to motivate and support her until she graduated from senior high school with flying colors!