accountability: without it you fail
Post on 21-Oct-2014
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Accountability is one of the most important aspect of running a business. If you do not know how to hold your team accountable and to be productive, you are losing money. Learn what tools you can implement to build your team's success.TRANSCRIPT
Holding Your Team Accountable
Glenn Pasch, COO & Partner PCG Digital Marke6ng
Process
• is NOT a Dirty Word • A con;nuous ac;on, opera;on or series of changes taking places in a definite manner
• People want structure • Easier to manage and hold accountable
Goal of Workshop
• Understanding why Process is Important • How to create good process • How to hold accountable • Communica;on Styles
Where to Look for Process Need
• Data points to pain point • Decide what ac;on • Decide on who will help create process
• Create with small group first then give to bigger group
The Needs of Any Process
• Be Specific • Ac;onable Tasks • Yes or No Func;ons • Where is fits into overall structure • Does it impact other departments
Impact of One report
• Data says increase paid search • More Leads come in • More Phone calls come in • Sales should go up • Did we let BDC or Internet team know what we did
• Are we staffed correctly • Did we increase accountability
Mythical Dealer Current Results
• #of leads: 600 • # of engagements 400 (66%) • # of appointments 225 (56%) • # of shows 90 (40%) • # of sales: 50 (55%) • Overall Closing ra;o: 8.3%
60 x 4 Rule to Begin
• 600 leads • 600 x 60% = 360 engagements • 360 x 60% = 216 appointments • 216 x 60% = 129 Shows • 129 x 60% = 77 cars sold • 13% closing ra;o
What Do We Want? 600 leads Current 13%
Engagements 400 360 -‐40
Appointments 225 216 -‐9
Shows 90 129 +39 How?
Sold 50 77 +27
Closing % 8% 13% +5%
How to Implement Change
• 8 Step Coaching Process – Explain WHAT needs to happen – Explain WHY it is important – Explain HOW the changes will happen – Demonstrate – Role-‐play – Feedback – Explain what changes happened – Follow up
Communica;on Styles
• 4 different types of communica;on styles that exist and how your response to each type should be formulated. – The Dominator – The Conversa;onalist – The Planner – The Calculator
Dominator
• This individual wants to control the conversa;on. Some traits are:
• • May come off as blunt • Boeom Line aftude • Seems to be In a hurry • Tells you what they want versus asking for your input
•
How To Handle Dominator
• Be respecgul of their ideas • Focus on facts and ideas rather than the person
• Have evidence to support your argument • Be quick, focused, and to the point • Show them how they can succeed
Conversa;onalist
• These individuals are very expressive and outgoing.
• Love to talk especially about themselves
• Influenced by what others think,
• A bit impulsive. • Seems to enjoy the process of interac;ng
How to Handle Conversa;onalist
• Be social and friendly with them, building the rela;onship
• Listen to them talk about their ideas • Make sugges;ons to build on their ideas • Don’t spend much ;me on the details
The Planner
• This individual is prepared with their data and has their checklist to make sure they do not forget anything.
• Even tempered • Can be seen as sol spoken • Asks ques;ons but not too analy;cal • Avoids conflict • Needs to feel good about decision • Takes their ;me
How To Handle Planner
• Be genuinely interest in them as a person • Give them ;me to adjust to change • Clearly define goals for them • Recognize and appreciate their achievements • Avoid hurry and pressure • Present new ideas carefully
The Calculator
• Analy;cal • Methodical • Detail Oriented • Must weigh all facts before making decision
• Likes Logical order
How To Handle Calculator
• Be prepared. Don't ad-‐lib with them • Be logical, accurate and use clear data • Show how things fit into the bigger picture • Be specific in disagreement and focus on the facts
• Be pa;ent, persistent and diploma;c
Follow up on Results
• If they hit, reinforce behavior • If they did not hit, Find out what behavior was that stopped them from achieving.
Disciplining
• Be clear on expecta;ons • Be clear on what has happened • Focus on behavior not on person • Keep it short • Be clear on next steps if they do not comply • Let them know THEY put you in this posi;on
Summary
• People receive communica;on differently • By understanding communica;on styles you will have more success of teaching s;cking
• Easier to follow up in no confusion to begin with
– Office: 732.450.8200 – Email: [email protected] – @sidebysidecoach – www.glennpasch.com
Thanks