Jun 27, 2018
LeadPoint Response
7yThis is the note I sent to our entire team addressing this particular feedback we received, which had many inaccuracies, but did contain some good feedback and some things we could improve on, so we did!
I am going to dedicate this section to talk about company feedback this week. First of all, let me tell you how much I appreciate everyone that provides feedback to me and to their supervisors, we can’t fix what we don’t know is broken. So here are a couple of things that I believe I learned from the negative feedback recently reported on Glassdoor and EXACTLY what we are going to do about it.
1) Training was not as organized and professional as it should be, well it isn’t. We have made a TON of improvements don’t get me wrong and I appreciate all the efforts of the supervisors, team leaders and others involved in the training to get it right, but we just need to get better.
a. Solution – for this class we are going to start by having a dedicated resource manage all interaction between the instructors and the trainees. This person will be responsible for making sure everything is organized from the technology working to making sure the handouts are in place and the instructors and attendees are on time. HR will be taking on this role for this class with future responsibilities to be determined.
2) Feedback was not given in a timely or clear manner to individuals.
a. Solution – we are going to start to do a couple of things to make sure that when feedback is delivered it is documented and understood by both parties.
i. First – we will be videoing all remote Performance Improvement sessions and if necessary any warning sessions. All parties involved will receive a link.
ii. Second – we are going to do email follow ups, these will be bullet point emails briefly summarizing the points that were reviewed, both where there is room for improvement and where we provide positive feedback, you will be asked to confirm that you received and acknowledge this feedback. If you don’t agree go ahead and say so, not a problem, let’s discuss and reach a resolution if that happens. We need your feedback to start.
iii. Third – we are going to add some training sessions that explain how all performance metrics are calculated, what we do is 100% math – there are no subjective measurements, people just need to understand that and be able to see where the math comes from, so let’s get that all cleared up in training.
3) Specifically new hires did not understand performance expectations and goals.
a. Solution – we have spent quite a bit of time trying to determine how one specific class of individuals could have such a poor experience, we believe it was our lack of communication and structure in the process of moving from the training room to the floor. So we have several corrective actions going in place here.
i. We will be integrating performance expectation training in to the original training sessions, with specific goals for performance and timelines to achieve those performance levels.
ii. We will review with each individual a minimum of weekly where they are against those goals, these goals will be documented and signed by the new agent each week.
iii. If an individual is not meeting those weekly goals, we will work with them to provide additional coaching where needed.
iv. If an individual is resistant to coaching and is not making improvements in a timely manner we will communicate this with them as well and be certain to outline the worst case scenario as necessary so there are no surprises when someone does not meet performance standards. I know that there are many learning styles and paces that people work to, therefore the timing may be different for different individuals, the objective is to make improvement over time.
There were some additional comments made within the feedback, above are the big real issues that can be addressed, other things were just misunderstandings and I will address those individually within the review response. So feel free to check them out! Just look up LeadPoint on Glassdoor – be sure you get the right one with our logo;
Ultimately we are very sorry this employee had this experience with use, we do believe it is an exception and not the norm for our work environment and stand by our positive feedback from many of our team members, some that have been with us for as many as 18 years!