Coach Your Team to Successful Outcomes Through Their Action Plan

How many times have you visited a store, identified some opportunity areas for your Store Leader and the team, then asked for an action plan on how they would address those items that were identified? Probably fairly often. Right? Alternatively, maybe the store has struggled with a recent inventory, and they have a high shrink number. Perhaps they have less than stellar customer satisfaction scores - each of these may result in the request of an action plan on the store’s part.In many cases, multi-unit leaders believe their job is done. They have identified the problem and have asked for a plan - done. Umm, no. This is just the beginning - the easy part.One immediate challenge I have for all of us (yes, I include myself in this, as it’s too easy to let this slip). How often do we ask for an action plan when things are going right? Just because a store or team is hitting on all cylinders doesn’t mean that they would not benefit from putting together some specific actions to get better. In a recent post, I spoke to the benefits that can from building an effective action plan. Having a well thought out set of steps and behaviors that any team can measure would help them achieve even better results. Action plans do not need to be seen as something only for those that are performing below expectations. Action plans should not be seen as a punitive function; rather, they are a tool to help any leader reach the desired outcomes they seek.So, if identifying opportunities and recommending an action plan is only the beginning for any district or area manager, what are the steps that follow? Since your role as a leader is to develop more strong leaders, you need to take an active role in bringing that requested action plan to life. Here are a few things you can do to ensure that happens.

Ask questions

One of the best ways to ensure that any plan is well thought out is to ask many questions about what is being solved. Has the leader identified the root cause of the situation? Are they solving for the right things? Most action plans should get to behavior level activities. In other words, what will people DO differently? Then the how components must match those actions people are taking. The more questions you ask, the more likely you will help them identify what needs to be addressed. Don’t be afraid to ask ‘why’ dozens of times. There are many levels of ‘why’ to explore, and it is a big part of coaching your team through the process. It may feel frustrating at times (for both parties), but it will help flush out the necessary details of both the problem and the steps needed to resolve that problem.

Challenge the quantity and quality of the action steps

Effective action plans are not measured in length or the quantity of action steps. That may seem obvious. I believe most people would state that quality is more important than quantity, yet it is not uncommon to hear, even experienced leaders, rattle off a long list of steps they are taking to address a particular situation. It can seem like throwing everything at the wall to see what sticks is the easiest way to solve underperformance, but that rarely leads to a sustainable solution. One of the most significant problems that can come from that approach is that if something does work, you’re not sure which item it was because so many different things were in play at the same time. Then, when the situation changes a little bit, the results revert to the same problem, and you are no further ahead.As a district manager, target some of your questions to narrow down the list of items that are trying to be addressed at any one time. Encourage limiting the actions, ensure they have specific outcomes they are measuring, and coach away from trying to do too many things at once, even if they are specific.

Follow up

Any action plan will only be as important as you make it. This may be the most important role any district or area manager can take. If you thought it important enough to ask for the action plan in the first place, then it is important enough to spend time following up on it. Spending time discussing a location's plan during every visit is critical to ensuring that it is being utilized and worked for success. If you do not follow up on the requested plans, then store teams will realize it and will not put much effort into completing it. It will merely become a compliance exercise in writing something and then doing something else. That ends in being a waste of time and continuing unsatisfactory results. You, as the district leader, have as much responsibility to this action plan as the store leaders. Your follow up is what will breathe life into putting the plan into action.

Provide Feedback

With follow up comes the opportunity to provide feedback. This is a closed loop cycle, and feedback is going to come from asking questions, helping to keep the action plan narrow and concise, and then following up again. Beyond that though, you do want to identify the pieces that are working and provide recognition. Be honest about what is and isn’t working and engage in dialogue about what could be better or improved upon. If your follow up breathes life into an action plan, the feedback is the fuel for the future activity an action plan needs to be sustained.Action plans don’t have to be a bad word for store leaders. When you, as a multi-unit leader suggest an action plan, the teams should see this as an opportunity for building long-term success. How they view it comes from how you lead it. If action plans have been requested in the past, but had little coaching, follow up, or recognition accompanying them, then the future plans will fall flat every time. Don’t let an action plan be just words on the wall in an office somewhere. Engage the team about the plan and play your role in ensuring they come to life and support the results you and your team are looking for.What can you do differently to ensure your future requested action plans will make a difference for your team? Share your thoughts in the comments section.Join other retail leaders in continuing their development journey with Effective Retail Leader.com. SUBSCRIBE today to receive leadership tips directly to your inbox and monthly newsletters that provide many tools to help further develop your leadership skills. JOIN NOW!No spam ever - just leadership goodness.Photo by Neil Thomas on Unsplash