I walked into the call center training room and the team was all working on the call center equivalent of a basketball “3 pointer”. Even the rookies. Figurative basket balls were bouncing off the rim and the walls and one another. Every now and then one would go in, and the coach would go wild, “see YOU CAN do this woot woot!!!”
They were all concentrating on our hardest call type, the one that’s getting all the executive attention. Clearly they had heard my message loud and clear. Everyone was breaking a sweat. Bless their hearts, the stress grew more intense with each missed shot. Sadly, their efforts didn’t show in their results. In fact, not only were they not shooting 3 pointers, they were missing the lay-ups.
“I wasn’t real quick, and I wasn’t real strong. Some guys will just take off and it’s like, whoa. So I beat them with my mind and my fundamentals.”~ Larry Bird
In the next room the coach was calmly talking fundamentals. He had a few in the corner practicing their 3 pointers and coaching one another, but the rest were focused on the basics: sounding friendly and empathetic; really listening to the customer; using their tools. Sure, they talked about what to do when you must shoot from the outside, but that wasn’t the focus, until they were ready. Here’s the crazy part, not only was this team out executing the first group in all metrics, they were nailing more 3 pointers.
Why We Ignore the Fundamentals
As leaders it’s easy to assume our team is ready for more. In fact, over-all results can be deceiving. We see trends improving, and we start teaching Harlem Globe Trotter stunts. It could be just a few superstars influencing the trend.
Plus, fundamentals are boring. Your team is tired of practicing, “one more role play and I’m going to barf.”
And then there’s the pressure from folks like me. “Come-on, the other centers nailing 3 pointers why not you?” Great leaders tell overly zealous leaders to chill down, and focus on the fundamentals.
How to Nail the Fundamentals
- Know what skills matter: First figure out what fundamentals are really driving your performance
- Don’t assume winning means they’ve got it: Congratulate the win, and dig deeper into each skill
- Encourage teamwork: Find ways for the team to help one another, pair them up for skills drills
- Understand each player’s performance: Customize a development plan for each team member
- Teach in confidence bursts: Build confidence through the small wins
- Constantly refresh: Develop a regular cadence of back-to-basics practice
- Don’t grow too fast: Be sure you have a critical mass nailing the fundamentals before you rapidly grow the team