DO, SHOW, COACH
3 Steps to Grow Your Winning
Team
DO
“Tell me and I
forget, teach me
and I may
remember,
involve me and
I learn.” –
Benjamin
Franklin
As an SD, your team looks to you for guidance. Here are some SD “Do’s” to start today:
• DO set the example. Associates look to you to see how to get the job done. When you enjoy
your customers and sell with passion, they’ll follow suit.
• DO set the pace. No one wants to be around an SD who mopes around or leans on the cash
wrap. You have to bring the energy to the role. Start by setting an energetic pace (yes, even on
a slow Tuesday morning with tasks and customers. Energy is contagious. Customers want to
be around it and Associates want to have it, so give it to them!
• DO remember to switch gears as a Peak SD or a Downtime SD. Remember, the roles are
different and it’s up to you to know when to shift gears.
SHOW
Set the pace like you had an
extra shot in your morning
latte. Missed your morning
joe? Experiments conducted by
psychologist Robert Thayer,
PhD, at California State
University have found that a
brisk 10-minute walk can boost
energy--more than a candy bar,
and often for up to two hours.
Take a lap on your lunch or step
up your speed on the floor.
You’ll give and get energy at
the same time.
“Watch this” is the key phrase here. As the SD, you’re “doing” on
the floor as the business demands. Another large portion of your
SD time is spent “showing”.
This is when your great communication skills pay off. You’re
taking every opportunity to show your Associates how to improve
or try something new. A couple of tips:
• Explain why you’re showing them. “Rebecca, let me show you
an easier way to capture email that will help you be less
flustered at the POS…”
• Talk about the difference between the old way and the new
way. “When we change our greetings for each customer, it
seems more personal and the customer is more receptive to a
conversation…”
• Get their commitment. “How will you take what I just showed
you and use it with the next customer?”
COACH
MAKE IT HAPPEN. THEN KEEP MAKING IT HAPPEN.
Coaching is not a “once and done” thing; it’s ongoing.
Great SD’s coach underperforming Associates but they also coach positive behaviors they want to
see again. Constant coaching is not a riff on a k.d. lang song, it’s the cornerstone to running a
business.
7
Coach what you DON’T want and you’ll see less of it.
Coach what you DO want and you’ll see more of it.