I started golfing about 5 years ago. I know, I know- you avid golfers wish I would have stayed at home. But, I fell in love with the sound of my club hitting the ball and the beautiful scenery. And then, there were the times that I hit the ball just right and it felt like I was cutting through butter. When the ball went exactly where I wanted it to go I would tell myself, “That was easy!” But then, as hard as I tried to recreate what I did, the perfect swing became elusive. I resorted to blaming a pulled muscle or fatigue for my inconsistent skills and poor score.

You have customer service and sales representatives who may have occasional successes such as a 100 on a Tooty call or a good week closing on sales. I have met some who tell me they have been “doing this for years” and they really don’t need training or suggestions. Performance inconsistencies can often be traced back to an individual’s unwillingness to not just learn a better way, but the right way. Performance inconsistencies are also tied to the people who are responsible for coaching and mentoring others. An effective coach must know the skills of his player. This year I decided that I was going to start over with golf. If I was going to do it right and give it my all, I had to stop telling myself that I knew what I was doing. I hired a trainer and a golf-pro. I realized that everything that I thought to be true about golf was incorrect. My trainer assessed my flexibility and strength. His training regimen awakened several muscles that had been in a deep sleep for many years. He promised me that by training my muscles I would improve my game naturally. My golf-pro watches me intently and has tailored the way he gives me correction and direction based on how I learn. He told me he could be my caddy because after watching me play, he knows exactly what club I need to use to get the right result. Because he has taken the time to observe me in action, I respect his advice and direction. I crave it. Jim Daly wrote in a recent article about Bubba Watson that, “In professional golf, the caddy usually does more than just carry a bag. He serves as a counselor, an encourager, a sounding board or even a coach.” Bubba Watson’s caddy Ted Scott said, “It takes a long time to learn someone. And that’s the art of caddying — you have to learn your player”. Some of you need to learn your player. That means being intentional about observing your players in action so that you can be specific with your correction and your praise. 1) Sit with your CSRs and listen into their conversations with your customers on a weekly basis. Watch what they do and their processes. You will find something to praise and something that can be improved upon. When you take the time to sit with them, they will respect your input. 2) Regularly go on sales calls with your sales reps. They should view you as their caddy helping them to use the right approach for that unique customer. It is key training time. If you only make surprise visits with your sales reps, you will create stress and they will not receive your coaching in the right light.