MemberShoppers Coaching Playbook Rev 10 · Coaching Playbook: Page 1 ©2016 MemberXP (Permission to...

Coaching Playbook: Page 1 ©2016 MemberXP (Permission to reprint for internal training only.)

COACHING WITH MEMBERSHOPPERS

We’re delighted to have you as a MemberShoppers user and coach, and we’re committed to partnering with you every step of the way on the journey to creating an extraordinary member experience.

In this playbook you’ll find all of the tools you need to coach to the performance improvement that puts your MemberShoppers data into action.

What’s Inside:

Prescription for a Successful Launch ........................................................................................................ 2

Staff Introduction Recommendations .................................................................................................. 3

Staff Introduction Meeting Invitation ................................................................................................... 4

Staff Meeting Agenda ........................................................................................................................... 5

Rewarding High Performers With The MXPerformance Quarterly Recognition Program ....................... 9

MXPerformance Quarterly Recognition Program .............................................................................. 10

Accessing Your Shop Results Online ....................................................................................................... 11

Coaching Your Team With MemberShoppers ........................................................................................ 27

Conducting A One-To-One Coaching Session ..................................................................................... 28

Benchmarking and Monitoring Your Team’s Overall Performance .................................................... 38

Mission-Based Cultural Change


PRESCRIPTION FOR A

SUCCESSFUL LAUNCH


STAFF INTRODUCTION

RECOMMENDATIONS

The best way to engage employees in your MemberShoppers program is to communicate early and often. Keep the rumor mill and the naysayers at bay by letting your credit union staff know exactly what you are doing and why you are doing it.

In this section, we’ll provide you with guidelines and tools for a successful, positive launch. If you’ve got questions along the way, let your MemberShoppers Onboarding Concierge know. We’re here to help!

GUIDELINES FOR SUCCESS

Make the connection between your MemberShoppers program and your credit union’s mission. Your team is much more likely to feel good about the program if they know it’s part of your larger mission to improve your members’ financial lives.

Employees get engaged when they know they’re doing something worthwhile and important. MemberShoppers is just an outcome measure, a scoreboard. The really important thing is how your team performs in making a difference for members.

Tell your team how your MemberShoppers program will affect them. Be upfront about how you’ll use the results for coaching, recognition, and accountability.

Communicate the message face-to-face. You can do a team meeting or meet with your team members individually.


STAFF INTRODUCTION MEETING

INVITATION

Email Template: Invitation to a Team Meeting

From: Coach Name To: Our Team RE: Making a Difference for Our Members

Please attend our team meeting on (date) at (time). During this important meeting, we’ll be discussing our credit union’s new MemberShoppers program.

I am proud of our team as I watch each of you making a difference in the financial lives of our members. Our credit union’s new MemberShoppers program will let shoppers tell us in detail what we’re doing right and what we can do even better. That will allow us to be even more effective in making a positive difference in our members’ lives.

During our meeting, I’ll be sharing with you the questions that we’ll be asking our shoppers, and letting you know how we’ll be using the feedback in our (branch/dept.).

I look forward to our meeting on (date). In the meantime, I’m available to meet with you one-to-one to answer your questions.


STAFF MEETING AGENDA

Welcome your team to the meeting. Let them know that you are excited to share some details about a new program with them.

Example:

Today I’m excited to announce that we’re starting on a journey to measure member service in a new way.

Define MemberShoppers for your team.

Example:

Next month (or other timeframe) we’re implementing a mystery shopping program called MemberShoppers.

The company providing the service to us is called MemberXP. They are the largest provider of credit-union specific shopping services in the United States. We have chosen them because they understand that we have a special relationship with our credit union members. We are here to provide outstanding service and to help improve our members’ financial lives.

Connect the program to the mission for your team.

Example:

“We’re doing this to fulfill our mission which is to: (List your service mission statement here.)

Welcome

Why We’re Doing It

About the Program


“We want to know, from the members’ point of view, how well we are fulfilling our mission.”

Let your staff know about who will do the shopping.

(If your credit union will use its own members to shop, provide the following information.)

“We’ll be recruiting our own members to do the mystery shopping. We’ll be looking for members who

• Represent various ages and genders

• Are in good standing with the credit union

• Are typical members, not those who are unrealistic in their expectations

Once a member accepts our invitation to become a shopper, they’ll be given detailed instructions on what to look for. They will be doing their day-to-day transactions and perhaps inquiring about a new loan or a new account from time to time. We will not be asking them to try to ask particularly difficult questions or invent problems.”

“Members will typically complete just one shop per month, usually at their home branch. They will be paid a small amount for their time and effort.”

“Our MemberShoppers program manager will review every shop that is submitted by our members to make sure the members have done a good job in their evaluation of our service.”

(If your credit union will use outside consumers to shop, provide the following information.)

“MemberShoppers will be recruiting shoppers from their large national database of people who shop all kinds retail stores.

Who are the shoppers?


Each shopper will be given detailed instructions on what to look for. In most cases, they will join the credit union so they can do day-to-day transactions as well as inquire about a new loan or a new account from time to time. We will not be asking them to try to ask particularly difficult questions or invent problems.”

“Our MemberShoppers program manager will review every shop that is submitted to make sure the shoppers have done a good job in their evaluation of our service.”

Share the shopper evaulation forms with your team so they’ll know exactly which behaviors they need to exhibit.

(Make a copy of each type of shopper evaluation form that will apply to your team and provide each team member with a copy. Typical shopper evaluation forms include in-branch teller transaction evaluation, in-branch new loan evaluation, telephone transaction evaluation, etc.)

Example:

“Here are the shop evaluation forms that our shoppers will be using to tell us how we did.”

“The questions are a bit different on each form depending on the type of shop the member is completing. The program can be customized so we’ve carefully chosen questions that apply to our service here at the credit union.”

Share the actual questions for each shop evaluation form with your team. Tell your team that in the coming weeks you’ll be asking them to think about ways that they can ensure they earn the shoppers’ highest marks for each question.

Begin this discussion by writing one of the questions on a flipchart or whiteboard. Ask your team to brainstorm

How to prepare

What shoppers will evaluate


behaviors they could exhibit that would prompt the shopper to give them high marks.

Example:

“One of the questions we’ll be asking member is, ‘Was the credit union employee who completed your transaction professional?’”

What specifically, can we do to demonstrate our professionalism?

Continue brainstorming positive service behaviors for each question at subsequent team meetings.

Tell employees how you will use the results to help them improve their performance.

Example: “Each month I’ll sit down with you to share what you’ve done well and what you can do to get even better at helping our members.”

“You’ll receive a personal score on a scale of 1 to 5, with 5 being the best. Anyone who scores (Give threshhold score here.) or above for a (month, quarter) will receive recognition by (mention any reward/recognition program here.)”

“Next year (or other time frame), we’ll be using the results of this feedback to evaluate your individual performance.”

“For now, we’d like you to focus on doing your very best for members. If you do it each and every time you interact with a member, you’ll be successful.

Allow some time for employee questions before concluding the meeting.

What it means for you

Questions?


REWARDING HIGH PERFORMERS

WITH THE MXPERFORMANCE

QUARTERLY

RECOGNITION

PROGRAM


MXPERFORMANCE QUARTERLY

RECOGNITION PROGRAM

To keep staff engagement high, MemberShoppers provides your credit union with our MXPerformance Quarterly recognition program. This turnkey program allows you to give positive recognition to your top performers.

Your credit union will receive a ready-to-print personalized certificate for each employee who performs among the top credit union employees nationally for the quarter.

Your credit union executive leadership team will determine how to present these certificates.

Some coaches augment the certificates with a tangible reward. Here are some ideas for recognizing your top performers:

• Take them to a personal lunch with you at a restaurant of their choosing.

• Give them an hour off.

• Write them a personal ‘thank you’ note for making a positive difference in the members’ financial lives. After you’ve given it to the employee, make a copy and put it in their file.

• Recognize them publicly via signage in your department or branch.

• Give them massage certificates.

• Give them certificates for a car wash or car detailing.

• Get them a catered lunch, in a picnic basket, and invite their spouse or significant other to enjoy it with them during an extended lunch break.

• Give them a pair of movie tickets, and the time off to go see their favorite movie during the workday.

• Give them a gas card (or public transportation pass) to cover travel expenses.

• Get them a subscription to a magazine of their choosing.

• Send an email to the entire credit union explaining how impressed you are by your team member for going above and beyond.

• Hire a maid service to clean their home.

• Have a costumed mascot or creature show up at the credit union with a singing telegram about how great the employee is.

• Buy one of the talking photo frames available at any photo store. Place the reward certificate inside, and record a personal 10-second message of appreciation in your own voice.


ACCESSING YOUR

SHOP RESULTS

ONLINE


With MemberShoppers, it’s easy to track your team’s progress and access individual shops online. All you need is the username and password you’ve been given by your program administrator to get started.

Logging In:

• Go to www.memberxp.com.

• Click on the LOGIN link in the upper right hand corner.

• Enter your USERNAME and PASSWORD.

• Click the LOGIN button.


Setting Your Preferences:

After logging in, you will be taken to the main report menu entitled, “Generate a Report.” If this is your first time visiting the site, click on the down arrow beside your name.

Click on the link that says, “Edit Profile.” You can change your username and/or password. You can also enter your email address and opt-in for shop notification emails. That means that every time a member of your team is shopped, you’ll get a summary email letting you know.


Generating Reports:

Choose the report option you would like to display.

Scorecard shows how your entire team is doing over time.

Facilities Scores includes scores for items such as branch appearance, branch equipment, branch hours, etc.

Team and Individual Scores includes scores for the behaviors for which you will coach individual employees.

Question Detail by Team includes scores for employees by question.


Choose the dates from which you would like to generate reports. You can look at a single month, all dates, or a date range. Your historical data is always available in MemberShoppers.

Select whether you would like to view reports for all transactions or filter by delivery channel. Select whether you want to view reports for all shop types or filter by shop type. Select whether you would like to view reports for all credit unions or a specific peer comparison group. Click on the “Run Report” button.


Scorecard:

If you choose “Scorecard” from the Main Menu drop-down, you will be taken to a report that displays your scores graphically as well as in a table.


To view the score for a specific month, hover your mouse over the graph for that month:


You can also view the data by several different breakdowns:

1. Total Experience, Facilities, and Team and Individual Scores. 2. Unweighted, Weighted, and Focus Score 3. By Coach or Branch


When selecting Facilities or Team and Individual Scores (number 1 above) the scores are broken down even further by category. Each category will have a tab that can be clicked on to view the score for that specific category:


The Team and Individual Scores report also has the option to filter the data by employee. One or multiple employees can be selected:

Any report can also be exported to Excel:


Facilities Scores:

If you choose “Facilities Scores” from the Main Menu drop-down, you will be taken to a report that shows the overall scores for your branch or department given the criteria you used.

1. If you want to change the criteria for your overall analysis, you can click on “Select New Report” and select new criteria and repeat the process.

2. To see question-level detail for your branch, click the “Display Branch Data” button.

3. To print or download your Facilities Scores report, click on the “Export to Excel” or “Print this Page” link at the bottom of the page.


Team and Individual Scores Report:

If you choose “Team and Individual Scores” from the Main Menu drop-down, you will be taken to a report that shows the overall performance of your team given the criteria you used.

1. If you want to change the criteria for your overall analysis, you can click on “Select New Report” and select new criteria and repeat the process.

2. If you want to filter by employee and view data for a specific employee or group of employees, click the down arrow of the filter and make your selections. Click Display Data.

3. To see scores by employee for your branch, click the “Display Employee Detail” button. 4. To print or download your Team and Individual Scores report, click on the “Export to Excel” or

“Print this Page” link at the bottom of the page.


Individual Team Member Results

If you selected “Display Employee Detail” on the previous screen, you’ll see all the shops for the team members selected based on the dates you selected on the initial report generator.

To view a specific team member’s shops, click on the drop down and make a selection. Then click the Display Employee Data button. In the example below, we’ve chosen team member Shannon Brown.

When you scroll to the bottom of this report, you’ll see a summary of all of the team member’s shops that are included in the score for the dates you’ve selected. This is a good way to view trends in the team member’s performance over time.


To isolate an individual shop, simply click on the team member’s name. If you’d like to view the entire shop, including the shopper’s assessment of the branch factors, click on the link that reads, “View Entire Shop.”

Here’s an example of what you’ll see when you click on the team member’s name. From this screen you can prepare for a one-to-one coaching session with that team member. Refer to the next section of the playbook for a step-by-step guide to preparing for your coaching session.


Question Detail by Team:

If you choose “Question Detail by Team” from the Main Menu drop-down, you will be taken to a report that displays your employee’s scores by question. For each employee, the report displays the number of times the employee was scored on the question, the percentage of time the employee received a score of 5, and the overall score for that question.


The report also has the option to filter the data by employee. One or multiple employees can be selected:

The report can also be exported to Excel or printed:


COACHING YOUR

TEAM WITH

MEMBERSHOPPERS


CONDUCTING A ONE-TO-ONE

COACHING SESSION

Now that you are familiar with the MemberShoppers reporting portal, you are ready to use the data to coach your employees.

Preparing for the Session:

Prepare for the one-to-one coaching session by generating the Coaching Tool for the team member. Start by logging in and clicking on “Team and Individual Scores” in the drop-down box. Select the dates for which you’d like to generate the Coaching Tool. For example, if you are preparing to do monthly one-to-one sessions with all employees who were shopped during the prior month, choose the prior month from the drop-down menu when selecting the date. If you’ve received a notification email that a team member was shopped, and you’d like to view that shop only, choose the current month in the drop-down menu.


You are now on the Team and Individual Scores page. Click the Display Employee Detail button. (Note: You have the option to filter by employee prior to displaying the employee detail if desired.)

Select the team member you are preparing to coach from the drop-down menu. In this example, we chose Laura Benson. Select the team member’s name and click the Display Employee Data button.


Now we see the score for all of the shops for the time period we selected for Laura Benson. She had 2 shops. You’ll see two options for generating the Coaching Sheet. You can choose to download it as a PDF file or as an editable HTML file. If you choose the second option, the Coaching Sheet will download into Microsoft Word® on your computer and you can edit and type right on the document.

If you’d like to view just one shop, scroll to the Comment Section at the bottom of the page and click on the name of the team member to reveal that shop.


After you’ve isolated a single shop, you can leave a note for yourself or an executive user about that shop. Scroll to the bottom of the page to add, edit, or remove a note. Many coaches use this function to remind themselves of the coaching discussion they had with the team member.


Individual Employee Coaching Tool: Below is an example of a downloaded Coaching Sheet. You can choose to download it as a PDF file or as an editable HTML file. The Individual Employee Coaching Tool has detailed instructions to help you prepare for the coaching session. Additionally, there is a 6-point step-by-step guide called “Conducting the Coaching Session.”


Review the entire Employee Analysis. You’ll see the individual team member’s overall summary score and a breakdown for each question and category.

In the example below, we see that Shannon Brown’s score for Tangibles is 5.00.

You’ll see the shopper’s comments listed after the scores.


Getting Ready to Coach:

Check the Recognize boxes for any question for which the team member has an outstanding score. In Microsoft Word® you can check the boxes on your screen by right-clicking the box you want to check. The Check Box Form Field Options pop-up will appear. Choose Checked as the default value for a box if you’d like to check it.

Once you’ve checked all of the Recognize boxes for the team member, go through the results again and check the Coach box for any item you’d like the team member to improve.

Near the end of the Coaching Sheet, you’ll find a page entitled Coaching Session Planning Tool. Use this worksheet to plan your discussion with each team member. This tool is designed to be an outline for you to use when discussing strengths and areas of improvement for each team member. By taking a few minutes to fill it out before your discussion with the team member, you’ll save time during each one-to-one session by staying on track and in focus.

This document is for you to use as you plan your one-to-one coaching session with your employee. The employee will not see this document.

Begin by noting positive scores and member comments with the team member. Be sure to add your own observations of the team member.


Next, note areas where the team member has improved over previous months.

Finally, fill in one or two areas where the team member can improve unless the team member has a perfect score. Share relevant member comments and your own observations.

If you’ve downloaded the Coach Sheet as a Microsoft Word® document, edit the comments to include only those comments that are relevant to the team member’s performance.

Eliminate comments about other team members, branch factors, and anything else you do not think would be helpful for the employee to improve.


CONDUCTING THE ONE-TO-ONE COACHING SESSION

Use the Coaching Session Planning Tool you filled out previously to guide your discussion with the team member. Remember to focus on the positive items first and then move to areas of

improvement. For more guidance on conducting the one-to-one coaching session, refer to the online MemberShoppers Resource Library. You’ll find an on-demand MemberShoppersCoaching Essentialswebinar that will guide you through the one-to-one session and provide other valuable coaching tips for using MemberShoppers with your team.

In the Coaching Sheet Tool you downloaded, you’ll find an Improvement Action Plan. If the team member needs to improve in one or more areas, you can give him or her this page to fill out.

It’s important to ask the team member to complete this plan rather than completing

it for him or her. However, you can review it together than make changes once the employee has completed a first draft.


AFTER THE SESSION

If the team member filled out an Improvement Action Plan, follow-up with that team member to make sure he or she is staying on track with behavior changes. Try to catch the team member doing it the right way and give the team member positive reinforcement. If you find the team member continuing to do something that he or she has agreed to correct, conduct a private coaching session immediately.


BENCHMARKING AND MONITORING

YOUR TEAM’S OVERALL

PERFORMANCE

MemberShoppers gives you a quick way to benchmark team performance. All reports are color-coded so you can compare your team’s scores to the MemberShoppers peer average. The MemberShoppers peer average is based on shopper responses for over 70 top-performing credit unions.

If your score appears in blue, congratulations! You’ve exceeded the average score of some very high-performing credit unions. If it is in green, you’re delivering an experience on par with other high-performing credit unions. If it appears in purple, you’re below the average.

You’ll also note that some questions may be highlighted in yellow. This indicates your credit union has chosen the question as a focus question. Please contact your credit union’s program administrator for more details.

If you want to know the exact national average for an overall score, category, or question, click on the link that reads, “Click for National Averages.”


Another way to put your team’s performance into perspective is to look at the overall credit union score at the bottom of each category. The detailed reports you generate for your team and individual team members will show a comparison to the credit union as a whole. The data is always based on the dates you select in the report generator.

In the example below, Michelle Smith’s Uptown Branch team has an unweighted score of 4.76. The score is in purple because it is below the peer average. It is equal to the credit union’s overall unweighted score of 4.76.

Note that MemberShoppers scores have unweighted and weighted values. Most credit unions use the unweighted value, meaning that each question is counted equally in the overall score. The weighted score gives more weight to advanced skills such as interviewing a member, telling the member about product benefits, or asking for the member’s business. You can find out more about weighted scores in the MemberXP online knowledge base.

MemberShoppers Coaching Playbook Rev 10 · Coaching Playbook: Page 1 ©2016 MemberXP (Permission to...

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