Archives : 2011 : November
Is Your Reservations Manager Coaching Effectively or Costing You Money?
November 29th, 2011It’s funny really. So often when we observe a reservations agent struggling, we assume the agent is ineffective or “just not getting it.” In reality, it’s just as likely that their manager is an ineffective coach. We’ve all seen it before. Just because someone was good at sales doesn’t mean they’ll be a successful coach, or vice versa.
With that in mind, I have two considerations to aid in effective coaching:
- Highlight your top performers and use them for peer-to-peer coaching or role playing. This method tends to be successful because the advice is coming from their peers – not just the boss. If you don’t have a top performer, go outside the building and find a credible third party.
- Limit your coaching session to 2 areas to work on. Overloading people with change is a sure fire way to paralyze them. Focus on the 2 most important areas that you want to see change and understand that great sales skills/habits don’t happen overnight.
Here’s to a great reservations season.
Brise Carpenter
Client Advocate
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