Coach Nooit Je Teamleden. Doe Dit In Plaats Daarvan

Paul Veth I ran a pilot years ago with 26 people under me at a phone company. Goal: customer satisfaction. First move wasn't a training or a speech. I went on a walk with every single one of them, one on one, talked about my own life first, and let them open up about theirs. Why they worked there. Not why I assumed they did. Then at evaluation time I sat next to them, not across from them like an interrogation. I asked what they thought they could do better. If they didn't name something I saw, I wrote it down and said nothing. No coaching. Coaching on a gap they didn't name themselves makes people insecure, and insecure people stop taking ownership. I built training instead, aimed straight at the things nobody said out loud. Six weeks later NPS went from plus 21 to plus 43. Stopping trying to fix people directly is what moved that number. That's it.

Paul Veth I took 26 people on a walk. One on one. I talked about my own life first. That automatically invited them to talk about theirs. Then I asked: why did you choose this company? Most managers assumed it was just money. So they never asked. I didn't care what the reason was, I just needed them to say it out loud. Because when a person explains why they're here, it automatically integrated into their system. It's amazing what that does. Never coach your team. Never. Instead I gave them data. At evaluations I asked what they thought they could do better. They told me, because they had the data. I wrote down what they didn't name. Then I trained the whole team on exactly those gaps, no one singled out, no one feeling attacked. Six weeks later: NPS went from plus 21 to plus 43. Go on a walk. That's it. P.S. Identity First Media builds your complete digital presence in one week, from your identity profile outward. DM me if you want to know how.