Boomerang! : Coach Your Team to Be the Best and See Customers Come Back Time After Time!

Quality of service is essential in the retail industry, if customers are to return time after time. This book sets out the "Continue and Begin" method of training for quality, using anonymous shoppers to observe staff in action. It explains how to motivate people and help them to improve, to achieve consistent high quality service across all branches of a company. Front Cover ......Page 1 Contents......Page 7 ACKNOWLEDGEMENTS......Page 11 Foreword......Page 13 Preface......Page 15 About the author......Page 19 Author’s notes......Page 21 How to use this book......Page 23 Introduction......Page 25 PART A - Underpinning Principles......Page 31 1 - pits of despair......Page 33 2 - the model of excellence......Page 35 3 - implementing the model of excellence......Page 41 4 - coaching for success......Page 43 5 - growing great coaches......Page 45 6 - coaching application......Page 49 7 - observed behaviour coaching......Page 51 8 - mystery shopping coaching......Page 53 9 - judgement or observation?......Page 57 10 - the structure of well-done-ness......Page 60 11 - motivation vs movement......Page 65 12 - behaviour breeds behaviour......Page 68 13 - accentuating the positive......Page 73 14 - continue & beginTM coaching model......Page 75 15 - kipling coaching......Page 84 16 - language that hinders......Page 87 17 - language that helps......Page 95 18 - can’t to canTM......Page 97 19 - sitting with nellie......Page 104 20 - team coaching......Page 106 PART B - Continue & beginTM workshop transcript......Page 113 21 - introduction......Page 117 22 - the model of excellence......Page 123 23 - positivity......Page 127 24 - what do you want to learn?......Page 129 25 - do or no do, no 'try'......Page 133 26 - kita movement......Page 136 27 - draw a townhouse......Page 140 28 - judgement or observation......Page 154 29 - the structure of well-done-ness......Page 156 30 - language patterns that hinder coaching......Page 162 31 - constructive language patterns......Page 180 32 - can’t to canTM change model......Page 186 33 - behaviour breeds behaviour......Page 199 34 - coaching observed behaviour......Page 209 35 - coaching using mystery shop recordings......Page 212 36 - action planning (with mystery shopping)......Page 229 37 - practice time......Page 236 38 - one-to-many coaching......Page 239 39 - embedding your learning......Page 244 40 - five little dickie birds......Page 249 Appendix a......Page 251