Coaching For Superior Results

Wouldn’t it be great to have ALL the power?

Well… you don’t… and you NEVER will.

But you do have an extremely

important role to play

You need to create a HIGH level of INFLUENCE

With a relatively LOW

level of absolute POWER

COACH Phil Jackson

Three types of power…

Source Credibility

C x R x F SO

= Trust

CompetenceReliabilityFriendshipSelf Orientation

Workshop

• What are FIVE specific things you can do right away to increase your level of COMPETENCE, RELIABILITY and FREINDSHIP with the dealers you work with?

The goal then is to be position yourself as…

A coach… a consultant, a trusted advisor that is there to help, assist and support the dealership in every way you possibly can and to be seen as an extremely valuable member of their team.

Jeff Rachor

“VTG is by definition a Management Consulting Company. The Dealerships / Dealer Partners / General Managers and their associates are our customers… our clients. Without them there is no reason for VTG to exist. The entire VTG corporate team MUST have a sense of urgency to serve our clients and deliver on our commitments.”

Talk too much

Don’t know what they are talking about

Talk about themselves way too much

Don’t know my business well enough

Don’t understand my people

Don’t understand my customers

Can’t prove their value

Try to tell me what to do

Don’t deliver on their promises

Only worried about their job

Don’t ask the right questions

Don’t ask the tough questions

Are not really there to help ME

WASTES MY TIME!

Top 10 of a Trusted Advisor

• Asks superb questions

• Listens attentively – takes notes – keeps track of key issues

• Understands their client's business deeply

• Is an expert on their products & services

• Is 100% client and solution focused

• Tells the truth at ALL times

• Sets clear expectations

• Keeps their promises

• Can clearly demonstrate superior value

• Never wastes a client’s time

In other words…

Consistently Professional

Dresses appropriately

Treats people with respect

Always well-prepared

Talks professionally

Acts professionally

Creative problem solver

Is a Peer and a Partner

What it Takes to Become a Trusted Advisor

Perceived Value

LOW

MEDIUM

TRUSTED ADVISOR

In order to earn the right to be there…

You MUST enthrall, delight, excite, educate, serve, help, support, connect with and add

REAL and SIGNIFICANT value to your clients… EVERY time you meet with them.

Value = Influence

Workshop

• What are FIVE specific things you can do right away to better position yourself as a TRUSTED ADVISOR to the dealers you work with?

Joe Calloway: The Three Keys to Consulting Success

1. Know more about the client than anyone else.

2. Get closer to the client than anyone else.

3. Emotionally connect with the client better than anyone else.

A VERY important point…

People HATE to be told what to do.

Get them to tell you… what you want them to hear!

Ask GREAT questions

• Cushions

• Conditions

• Rating

• Clarifying

• Specifying

• Expanding

• Data

• Impact

• Outcomes

• Issues

And once you ask these questions…

Shut up – Listen – Take Superb Notes

Coaching for a superior solution

Characteristics of an Effective Coach

• Positive

• Supportive

• Goal Oriented

• Observant

Let’s take a look at each in more detail…

Positive

• Your job is NOT to find fault, correct mistakes, assess blame and “put people in their place.”

• Your function is to achieve productivity goals by COACHING your clients to peak performance through sharing best practices and developing value-added solutions.

Supportive

• You job as a coach is to get your clients what they need to achieve their productivity goals, including resources, training, tools, time, answers to questions and the removal of any barriers that stand in the way of them delivering on their goals.

Goal Oriented

• A key to successful coaching is in setting specific, measurable, agreed upon and time bound goals with unambiguous accountability.

• The coach MUST be superb at setting extremely clear expectations of requirement, outcomes and responsibilities.

• Here is why…

Stick To The FACTS!!!!!!

•It is hard to argue about real, verifiable, observable, and measurable facts.

•It is easy to get into a nasty argument about opinions and feelings.

This is why the standardization of databases, chart of accounts, reporting… are ALL so incredibly critical.

Observant

• Being observant means more than just keeping your eyes and ears open.

• You need to be aware of what isn’t being said… of body language and facial expressions… of discomfort and unease.

• If you are paying close attention and being highly observant you won’t have to wait for someone to tell you about a problem.

There is a BIG difference:

Boss / Manager

• Talks a lot

• Tells

• Presumes

• Pressures

• Seeks control

• Orders

• Works on

• Assigns blame

• Keeps distant

Coach

• Listens

• Asks

• Explores

• Motivates

• Seeks commitment

• Challenges

• Works with

• Takes responsibility

• Makes contact

Not every player needs the same type of coach…

Skills

CheerleaderDirector

Teacher COACH

HIGH

LOW

LOW HIGH

Motivation

Style Flexing

Elements of a good coaching session

• Very well-planned

• Clear purpose

• Establish expectations

• Stay focused

• Develop real dialogue

• Speak clearly – listen carefully

• Gain agreement on next steps

• Follow-up immediately

During the coaching session use your EARS

• E – explore by asking focused questions

• A – affirm that you are listening

• R – reflect back your understanding

• S – silence, listen some more

Workshop

• What are FIVE specific things you can do

right away to be a better COACH to the dealerships you work with?

Summary• You cannot win with power – you must build INFLUENCE.

• Source Credibility = Competence + Reliability + Friendship

• You need to position yourself as a CONSULTANT and Trusted Advisor.

• You MUST remain Consistently PROFESSIONAL.

• It is critical that you work together as a TEAM.

• VALUE = INFLUENCE

• Get them to tell you… what you want them to hear!

• Effective Coach = Positive + Supportive +Goal Oriented + Observant

• Stick to the FACTS!!!

• You are there to SERVE the client and SOLVE PROBLEMS.

• Ask GREAT questions and LISTEN

• PLAN every coaching / consulting session.

THANK YOU

If you have any questions at all please do not hesitate to send a note or call. My email address is: john@johnspence.com

Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com

Lastly, these slides have already been uploaded to:http://www.slideshare.net/johnspence