GreenThumb programmeAdmin

Coaching / observation

Outbound Save

Put things right before the door closes.

Mindset shift

From “I'm calling to stop a cancellation.”

To “I'm calling to put things right for this customer”

The first 20 seconds are critical — earn permission to engage, then find and answer the real reason.

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The session

Team member being coached

Manager / observer

Branch or team

Date of coaching (blank uses today)

Call context

CRM or call reference (avoid customer personal details)

The standards

0 of 9 rated

Mark one per standard: M = Met · D = Developing · N = Not demonstrated · NA = Not applicable. Record specific words or actions. Use NA when the standard did not apply to this call; explain why in the evidence box.

01

Prepare

Read the CRM notes before dialling. Check treatment history, results notes, operative flags, complaints, payment status and any reason already given.

Evidence — what you saw or heard

02

Reason

Establish purpose and gain permission: your name, GreenThumb, a reason for calling that is about them, and “Is now a good time?”

Evidence — what you saw or heard

03

Listen

Let the customer finish. Acknowledge the reason given; do not defend or correct.

Evidence — what you saw or heard

04

Probe

Find the real reason — usually one of four: results not showing, price, a service problem, or a change in circumstances.

Evidence — what you saw or heard

05

Respond

Respond to the reason the customer gave.

Evidence — what you saw or heard

06

Offer

Present alternatives before letting go. Adjust the schedule within agreed authority; no off-script discounting.

Evidence — what you saw or heard

07

Gain commitment

Agree and confirm the next step.

Evidence — what you saw or heard

08

Exit

Thank them, leave the door open and ask permission to get in touch next season.

Evidence — what you saw or heard

09

Record

Update the CRM notes with the outcome and the reason, so the business learns.

Evidence — what you saw or heard

Immediate follow-up

Anything to put right now — include owner and timing.

Agree the coaching plan

What worked well — repeat this

Priority improvement — one behaviour to change

Team member's reflection

Agreed actions

Action 1 — practice or behaviour

Owner

Due date

Success evidence — how you'll know it worked

Action 2 — practice or behaviour

Owner

Due date

Success evidence — how you'll know it worked

Next coaching review date

How improvement will be checked

Sessions are visible to the programme admin only, and roll up into the coaching dashboard.