Ask the Experts: 3 Lessons Learned from Personalizing Coaching at Scale

There are a lot of factors that go into crafting a coaching plan that actually works. Most managers simply don’t have enough time in the day to coach their reps, and some don’t quite know how or where to start. And if they do start, many managers struggle to identify the exact area to focus on in their coaching sessions.

That’s why we brought together an all-star expert panel for our most recent webinar. Together, 

Karen Riddell, Manager of CX Training & Communications at Warby Parker, Mark Bussell, National Director of Learning & Development Scholastic at Jostens, and Katrina Lallo, Sales Enablement Training Manager at Moen Incorporated, shared some awesome tips and lessons they’ve learned about delivering personalized coaching at scale. 

We definitely think the entire chat is worth a listen here. But, we also have a few takeaways to share with you. Let’s dive in. 

1. Productivity Needs To Be Measured

We all know that productivity is an important metric when it comes to training and coaching. But, in order to see an increase in productivity, it’s important to first take a step back and understand these things:

  • Who is your audience?
  • What does your team actually need to be coached on? Is it a specific skill set, type of interaction or activity, or something else?

Understanding your audience first and foremost will make it easier to tailor your coaching to meet their specific needs. This from-the-ground-up approach is a great way to understand what it means to increase productivity and demonstrate what success looks like. It also helps your team receive buy-in from leadership and other departments. 

“Your coaching program should be part of your culture. And, it needs to have a metric behind it, because anything that has a metric behind it gets measured instead of being something that falls by the wayside.” — Katrina Lallo 

2. Create a Unified Definition of Coaching 

Once you’ve identified your target audience and received buy-in from other leaders, it’s time to make sure that everyone agrees on what “coaching” actually means for your organization. Coaching is all about helping someone get to the next level, but if coaching sessions turn into one-way discussions full of tasks and checklists, your reps won’t be engaged. 

When everyone has a clear understanding of what coaching sessions should look like, you’ll want to create a regular coaching cadence and set expectations so your entire team knows what the plan is. For example, do you want coaching sessions to always take place between a rep and their manager, or do you want to create peer-to-peer coaching opportunities, too? Will coaching take place on a weekly, bi-weekly, or monthly basis? How long will coaching sessions last? Answering these questions and more is a crucial step to delivering coaching at scale. 

“The very first thing we really need to do is look at what it means to coach. Defining what coaching is and working on some of the skills that go along with effective coaching is just so important.” — Mark Bussell 

3. Connect Coaching to your Business Outcomes 

Now that you’ve identified your audience and agreed on what effective coaching looks like, it’s time to quantify the value of your coaching program. While this can be a difficult area for many organizations, the best way to ensure your coaching program is successful is to tie it directly to your organization’s metrics and goals. 

Be sure to identify what data and tools are already in place at your organization (or what tools need to be added) so you can actually measure the metrics you’ve set out to track. This will be unique and different for every organization, so be sure to work with your stakeholders and other teammates for ongoing tracking and measurement. 

“Make sure to personalize metrics and goals that are personal to your organization. Find out what data points are available for you to monitor and see where you might be able to move the needle.” — Karen Riddell 

If you’re ready to take your coaching strategy to the next level, then we’ve got just the event for you! Join us on Tuesday, May 18th as we debut and demo our new product, Skills. If you want to track your team’s growth and deliver personalized coaching that really improves performance, don’t miss out. Learn more and save your spot here!


Level-up your coaching game with Lessonly

Lessonly is enablement software that makes continuous training and coaching possible for all customer-facing teams. See how teams hone skills, learn 2.3x faster, and drive 76% better results with Lessonly.

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