Still not sure who I am referring to? Perhaps these 5 brand names will ring a bell? KFC , Pizza Hut , Taco Bell , A&W , Long John Silver's!
I have been in training these past few weeks running many corporate as well as public runs for Implementing Performance Management. And a recurring theme is oft about how to manage "under"-performers.
A key aspect for any manager in that position would be to ascertain if it's a lack of resources, lack of skill or a lack of will. This is where coaching comes in.
In a book he co-authored with Jim Ballard and Fred Finch, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service- creating a people-oriented, performance-driven, customer-first organization.
A section of Customer Mania! describes Yum's high impact coaching model called the EARS model - Explore, Analyze, Respond, and make it Stick.
The authors go on to detail how "through asking different questions", managers can "get to the core problem of what (staff are) struggling with". It's not about telling them "what's wrong" but rather to "get (them) to see it themselves".
They describe it as having an "epiphany about the real issue" and how managers "just helped them get to that point".
The authors rated Yum! 8 out of 10 for their Performance Coaching - "for doing a fabulous job when it comes to positioning and implementing a coaching philosophy as the driving force for creating a Customer Mania culture".
Once a manager can ascertain if it's a resource, skill or will issue, he/she would be better positioned to either provide support or training or more importantly, seek interventions that will appeal and engage the staff to higher performance.
Do you know if you have the right "coaching philosophy" as part of your performance management in your organisation?
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