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Coaching as a frontline manager

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Naomi Papoushado
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As a frontline manager, you're responsible for getting the maximum out of your reps, and you don't need us to tell you that coaching is a big part of that. Whether you have new people or seasoned reps, or are rolling out new products, coaching is key to getting your team where you need them.

Check out our best practices for coaching.

Start small

Ultimately, coaching is about giving feedback to your team members. Whether or not you have a larger coaching program at your org, you can focus on your reps and their calls, get into the habit of giving regular feedback, and have them participate by making this a two-way conversation.

3 ways to give feedback

There's a few ways you can give your reps feedback (go here to get the long version):

  • Comment on one of your rep's calls

    Reps can also ask you to give them feedback on their calls. Feedback requests appear on your homepage To Do list.

  • Fill out a scorecard

  • If you give feedback in another way, such as during a 1:1 meeting, mark the call as feedback given offline

Then look at the big picture

There are 3 ways you can see what's going on in your team and whose calls to focus your coaching on:

  • Go to Coaching > Coaching Inbox to see a list of your team members and their coaching status.

  • Go to Deals > Drivers to gauge how your team is handling open deals in your pipeline

  • Go to Insights> Team to get the overall picture of how your reps are doing on their calls with regards to their activity, interaction, topics, trackers, past scorecards, and coaching. This view enables you to get an understanding of how your reps are doing, and who is doing well in what areas.

Know who to coach

Gong does the heavy lifting for you to surface key coaching opportunities, so you can focus on the actual coaching. If you manage quota-carrying reps, look out for a weekly email digest with a quick summary of the week, any pending feedback requests, and a list of 5 coaching moments based on your reps last call with their biggest deals (based on ARR).

Use the digest to go directly to the reps who need coaching on the deals that matter.

The digest is sent out weekly on Wednesday mornings, and can be managed in your notification settings. Note that your org must have a CRM integration in order to receive the mail.