Deep read (2 mins) Quick read (scroll down)
If you find that your team isn’t hitting the Protection Plan attachment rate goals as quickly as you want, it’s important as managers that we “check our boxes.” An excellent HBR article by Amii Barndard-Bahn and Noemie Le Pertel focuses on questions to ask yourself before you address the delays with your team members. We think it is a great way to make sure you’ve done your part before asking your team to do theirs:
- Have I been clear about expectations, and are those expectations reasonable? Offering protection is an ongoing learning experience. Expect growth, but recognize that some people take longer to learn than others. Make sure everyone knows how reasonable it is that they tell every customer about the Protection Plan.
- Could something else be going on? See what assignments and tasks you’ve given to your team. Do any of them seem to conflict with your Protection Plan goals? You may need to explain how Protection Plans help us to achieve other goals too, like higher average transaction and higher customer satisfaction scores. If someone has been told to move more product make sure you’ve reviewed with them how to offer protection quickly: “What is your 10 second Protection Plan offer?”
- Am I holding everyone to the same standard? Am I providing good and timely feedback? We may be challenged by schedule limitations to share shifts with everyone, so we need to adapt. Plan ahead to take advantage of those few minutes you’ll have together; leave feedback for your associates to read and initial. Find a way to let your team know how they’re doing!
We love the saying “What a manager wants a manager gets.” This week let’s be sure that your associates are very clear about what it is you want with Protection Plans and you will…Make It Happen!
Quick read: If you’re frustrated by your team’s slow progress toward your Protection Plan goals it’s possible you need to share more information. Review your expectations, look for the appearance of conflicting goals, and find ways to provide feedback.
