This is part 2 in a series about how to balance “edgy” coaching with customer service. In Part 1, I explained why I don’t try to balance the two! Why would I do that? Why would I compromise the quality of my product, my integrity, or my client by trying to play it safe? That’s what being “edgy” means to us – it means NOT playing it safe and advocating instead for results, for transformation, and for our clients. In the first part, I wrote about Context – the first step of the 4 C.O.R.E. ways to balance the two. Here I define the last 3: Outcome, Rapport, and Expectation…
2. OUTCOME: I ask at the end of every session for them to reflect back to me the value they received that day, and at the beginning of the next session how that value was applied and the end result or outcome. When the learning is outcome based and applied immediately, the challenge and the work are worth it. And, sometimes the outcome occurs right in the session.
3. RAPPORT: I establish rapport early and often, and will sometimes preface the tough stuff with, “John – this is going to be one of those moments when I tell you something you might not like…..” The most important piece of this is my clients ALWAYS feel respected – there is no judgment in my work – only fresh learning. I don’t subscribe to the “in your face” style of delivering feedback – and don’t need to – the learning and outcome are extremely powerful and people genuinely know that I’m on their team; in their pocket. But, I don’t pull any punches either – no stone is left unturned. After all, that’s what they’re paying me for, which brings me to:
4. EXPECTATION: I generate a relationship in which they want to be challenged and on the edge. People truly WANT to learn what they didn’t already know, and are hungry to apply it everywhere they can as soon as they can. This is the most important part of my work and of each session with a client – the will have that insight. And when they do, they will often ask to be challenged more, and more, and more. And then they must apply that insight – take action on it in some way, in their lives, for a specific outcome, immediately.