Performance Planning Session

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Business Issue - The goal of all sales and service organizations is to create consistent customer experiences that drive sales growth, customer retention, and profitability. These business outcomes are created one customer connection at a time, through one frontline employee at a time, led by one manager at a time.

The challenge is creating enough "critical mass" of performance focus and excellence in the organization to ensure employees deliver the results needed. Creating and sustaining such predictable performance requires executives and a cross-section of all management levels to agree on the most critical sales, service, and management priorities on which everyone in the organization should focus.

Omega Performance’s Solution - The one-day, Omega-led Performance Planning Session enables the executive team to understand the criteria for creating a sales and service culture and work toward formulating the plan that will ensure the positioning of the brand promise at the point of customer contact.

What Is Included

The Performance Planning Session begins with the disclosure of findings from interviews, observations, focus groups, mystery shops, and management meetings. From this current state identification, discussion moves to the vision for the "future" or optimal state that the senior team desires.

Through research, demonstrations, and video vignettes, participants learn the success factors for implementing customer connections that create loyalty, promote referrals, and increase accounts per household and market penetration.

Best practice priorities are discussed in relationship to current standards and preliminary decisions are proposed for moving the organization forward. Steps are taken to reconvene after meetings with direct reports to solidify priorities for sales, service, and management activities.

Upon completing the Performance Planning Session, participants are able to:

Describe the business needs and performance improvements driving the need for clear sales, service, and management priorities.
Assimilate research about what customers want at the point of contact in order to drive sales growth and customer loyalty.
Describe what an effective customer experience looks like and compare that to current staff performance.
Assess where the retail organization is currently on Omega's Customer Experience Continuum.
Identify the factors that enable change within an organization, contrasted with the obstacles to success.
Describe the connections needed between themselves and their employees and the connections needed between their employees and their customers.
Define priority actions and behaviors for all those in the "links to the customer connection."
Define sales & service priorities for tellers and sales & service associates with focus on referrals and calls to customers to assess service satisfaction and expand relationships.
Define management priorities for all levels of retail management with a focus on coaching and communications.
Decide on the minimum frequencies for chosen sales, service, and management priorities and on how best to phase in accountabilities.
Craft a compelling message to build commitment to the sales, service, and management priorities in the organization.

Results You Can Expect

The Performance Planning Session helps you:

Expand consistency in culture and speed to performance
Improve alignment between management at all levels and their direct reports
Develop stronger, more focused individuals who are aligned with the organization’s vision and objectives
Increase potential for creating superior customer experiences because behaviors are modeled at all tiers in the organization
Achieve greater consistency at the point of customer contact, allowing for delivery of the brand promise
Increase focus on key business initiatives and targeted goals

Who Should Participate

The retail executive team and a cross-section of retail management levels should participate in the Performance Planning Session. It is also advantageous for representatives from training & development, marketing, operations, HR, and compensation to participate.

Prerequisites

Ideally, the Performance Planning Session is preceded by a Performance Analysis to determine the organization’s current culture.

Delivery Options

The Performance Planning Session is a one-day meeting conducted by Omega Performance consultants. Maximum attendance is 20 participants.

Sustainment Follow-Up

An Omega-led, 90-minute webinar will be held in two to four weeks following the Performance Planning Session to finalize the sales, service, and management priorities and to develop the communication strategy that will launch the priorities throughout the organization. Participants will come to agreement on the priorities and the plan, while identifying potential obstacles to it and determining how to address those obstacles.