I have a remote direct who almost always lets calls go to voicemail. She usually calls back promptly, but because she's located in a different state from the rest of our small company, I think it's particularly important for her to appear responsive and easy to get in touch with.
I've been doing O3s for about 8 weeks, so I haven't rolled out the rest of the trinity yet. But when I get further in the process, I'd like to address this with her.
Is this a situation where feedback would work? The part that gets fuzzy to me is that it's completely fine for calls to go to voicemail sometimes--obviously, if she's in the restroom or doing something else that takes her away from her desk for a moment, I don't expect her to kill herself trying to get to the phone. It's the pattern of phone tag that's a problem. And yet coaching doesn't quite make sense either, from what I understand.
If I was going to address this with feedback, I would imagine saying something like this: "Hey, can I give you some feedback? When you let calls go to voicemail, it makes you look less responsive, and can delay other people's work. Could you make sure to pick up the phone more often going forward? Thanks."