Who Is Most In Need of the Coach?

A customer stands in a queue of people waiting for her turn at the counter. In front of her there are four till points, two of which are attended. There’s only three people in front of her, but the two people working on the tills are chatting amiably with the people they are serving, and nothing seems to be moving along.

Our customer is in a hurry; trying to get everything done during her lunch break, so she’s a little impatient about the amount of time it’s taking to get to the front of the queue. In fact, the queue hasn’t moved since she joined it!

A supervisor walks across the shop floor, checking that everything is running smoothly. He picks up a small scrap of litter, and walks on.

The customer briefly thinks about asking him to open another till or to move thigs along at the front, where there are still two conversations going on that seem to have nothing to do with business, but are more about gossip and reality television shows.

She misses her chance as the supervisor wanders off.

With still no sign of movement in front of her, she gives up, puts down her shopping and leaves the store.

So of this cast of characters, who would benefit most from coaching?

The supervisor? He has clearly failed to spot the hold-up, or to recognise the signs of impatience from his customer.

The counter staff? They seem to be focussed on nothing beyond the matter directly in front of them; taking no notice of the growing queue.

The customer? Her impatience hasn’t done her any good, and she failed to draw the supervisor’s attention when she had a chance to do so.

The company that operates the store? They have clearly failed to implement good working practices, or to have trained their staff adequately. Or possibly their recruitment policy is flawed and they have taken on the wrong staff.

In a situation like this, many coaches would love to have the opportunity to decide who they will coach.

In reality, a coach is often taken on when there is a recognised issue to address, rather than as a preventive measure or a creative move to improve a company’s performance.

In the scenario above, the first two options are really matters of training; the third is something that is in the realms of life coaching rather than business, though it would benefit the woman to have some coaching to help her address a couple of issues.

The fourth however; the company, would benefit greatly from a policy of coaching, either as an intervention from an outside coach or even better from the implementation of a coaching culture.

In an organisation in which coaching is inherent in the structure of every aspect from recruitment to training to day-to-day operation the problem faced by our customer would probably never arise.



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 Caitlin has made a real difference to my confidence and to the way I approach my business on a day to day basis.
John Baker, Regional Director, The Jockey Club
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Luke Joy-Smith, Managing Director - Somerset Social Enterprise
 I connected with my coach on our very first call and I believe that made the whole difference for me. I wish I could dig deeper on some of my remaining issues but unfortunately all good things have to end. I will definitely recommend coaching and have been already doing it for while. It definitely changed my life.
Stephanie Malka, Director NOC Service Engineering – EMEA
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Simon Gosney, Head of Learning and Development
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Neil Savage, Director of Organisational Development 2gether NHS Foundation Trust
 “I selected my coach on the basis that she had a completely different approach to my structured way of thinking. Katherine challenged me and took me way out of my comfort zone – scary and uncomfortable at times but eye-opening. These coaching sessions enabled me to see things from a very different perspective, gave me the time and space to reflect on my practice and provided practical tips and approaches as to how I can develop my performance.”
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Marissa Bartlett, Head of Organisational Development - Mid Sussex District Council
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Radka Lankasova, HR Manager, DENSO MANUFACTURING CZECH s. r. o.
 Steve Delivered a professional, relaxed and engaging session. Relevance, interest and clarity of delivering allowed for a very productive outcome.
Andy Castle, VP of Network Operations and Engineering, EMEA
 I thoroughly enjoyed the time I spent with Steve. He encouraged me to look at how I view myself and my actions, to actively seek positive outcomes to every day situations. My perception of myself has certainly changed due to my conversations with Steve and I would highly recommend coaching sessions with Unlimited Potential.
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