I have an underperforming direct. I've put her on an informal "coaching plan" and have tweaked it along the way (before I stubbled on Mgr. Tools). She continues to underperform. One of the metrics which we measure are the timeliness of her contacts with our customers (I work in the insurance industry). She forgets to follow up with them which causes delays and issues with quality and poor customer service. Some items that we included in her coaching plan were: Manager samples her files to ensure adequate follow-ups and provides feedback; manager placing random calls to her customers to gauge customer service; Direct keeps a calendar of her follow ups and follows up with customer on due date to name a few. The problem is that the plan seems to be heavily concentrated on the manager's actions and not the direct's. I recall listening to a podcast that spoke about having the direct guide their own plans.
Does that advice also apply to direct's with performance problems?
I'm looking for advice on coaching directs who have performance problems. I'm afraid the next step will be putting her on a formal coaching plan.