Are You Coaching or Keeping Score?

With all the new reporting tools that are now available, it’s easier than ever to be seduced by the expanding array of performance metrics. So if you’re a sales or service leader, ask yourself this tough question. What are you actually doing to move the needle on performance? Are you really coaching, or are you just keeping score?

The difference is in how you answer three questions: What? So what? Now what?

What? The first question is about awareness. As you look at the metrics, what do you notice? What has changed? What has stayed the same? What’s the trend? How does this individual’s performance compare with the performance of other members of the team? How does this team’s performance compare with other teams?

So what? The second question is about analysis. What is the root cause of the results? What are the behaviors that account for the numbers? What is this person or team doing – or not doing – that is making a difference?

Now what? The third question is about action. What are you going to do to help change behaviors so that your team can produce better results? Do you need to help people develop better skills? Does your team need access to additional information or new tools? Do you need to change underlying attitudes and beliefs?

If you’re answering all three questions and following up with appropriate action, then you’re coaching and improving performance. Congratulations, and keep up the good work!

If you’re not answering all three questions and following up with appropriate action, then you’re just keeping score. Isn’t it time to get off the bench and into the game?