FEATURE
is comfortable for them and not what is most effective. This is true for athletes, too. Your golf swing and follow-though can significantly enhance your game and results. Michalak provided us with a great understanding of what was working well in our program and areas that needed improvement. We were able to train the employees effectively. However, we were not maintaining and following up on their training abilities, particularly on the employ- ees’ phone and on-site sales. Michalak suggested that we evaluate the employees monthly to maintain the desired sales behavior.
Based on that principle, the idea of a one-time training course for sales skills is not sufficient. Michalak suggested that we evaluate each trained employee once a month and give them constructive, unbiased feedback. The employee does not know when the mystery call will be made, nor which recorded sales call will be evaluated. This keeps them on their toes for every sales call throughout the month. On occasion, my storage managers have told me that they got a low sales score because the office was busy, or they knew it was the shopper. Logically, my brain has trouble with both of those excuses for not doing a good job. They are implying that they offer poor sales or customer service when multitasking or when they know it’s a shopper. These are simply excuses for poor performance.
started me in voice lessons at age 10, when my bible school teacher said that she thought I might have perfect pitch and an operatic voice. I could start every song in the correct key and stay in that same key. Young children and many adults can’t continually sing in the correct key. That is when I realized the impor- tance of training and practice. I
Spring 2024
utilized both practice, performance, and feedback to improve my skills. Some people should not sing out loud; however, even if you don’t have a good voice, you will signifi- cantly improve if you have instruc- tion and feedback. The same is true for selling goods. If you train an employee to sell in a particular manner, they tend to return to what
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When the employee has a custom- er hanging out in the office just “shooting the bull,” they must prioritize what is happening in the office. If you have a current custom- er chatting with the manager in the office, the priority is the potential client on the phone. Admittedly, this is only one sales call. However, each evaluation gives specific feedback in the following five
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