What We Do

Training. It’s gotten a pretty bad rap. But, we know it’s necessary to ensure your people reach their full potential. We are a dynamic bunch of anti-consultant consultants who don’t believe in traditional training. We do, however, get really amped up about facilitating, coaching and acting as change agents.

Training doesn’t have to be a painful experience with PowerPoints and one-way lecture. We think we’re pretty fun, and so are you. Well, maybe you aren’t, but we can help with that! We strive to bring a high level of energy and value to your team, regardless of tenure, skill level and role.

R3 has extensive experience helping companies move from a reactionary management style focused on lagging indicators (performance metrics) to proactively coaching to the leading indicators (behaviors) that drive long-term organizational goals. The outcome of this shift will result in the following:

  • Increased customer satisfaction
  • Increased performance (Conversion Rates, Revenue per call…etc.)
  • Higher employee satisfaction & lower employee churn
  • Increased career progression
  • Offsite Senior Management being even more “in tune” with what is taking place in the field/front lines
Our Process

We find that we are at our very best when we use our six step process to ensure we customize our deliverables to our clients’ unique business needs. This process gives us the ability to really focus our efforts on getting to know you, your organizational culture, strengths and challenges.

Partnering with your executive team is an important part of getting the organization geared up for success. In order to execute your vision, we like to start by clarifying:

  • Strategic plans
  • Priorities
  • Goals and measurements of success
  • Potential hurdles
  • Roles and responsibilities

These critical areas are the blueprint for us to help you build your vision of success.

We want to roll our sleeves up and get in the trenches with you. Really, we have steel toe boots for that! We know no one knows your business better than you do. Discovery is all about digging in to the skills, behaviors and values that have made you successful. While we’re getting to know your people, we like to:

  • Meet your company leaders
  • Round-table and 1-on-1 discussions with leaders and front line reps
  • Observe some of your top, mid and poor-performing managers and front line reps in action
  • Listen to the buzz in your halls- the pulse of your organization
  • Find all-stars that are crushin’ it to help you replicate their best practices
  • Look for skill gaps that need a little extra TLC
  • Identify opportunities for quick wins

Program design is our opportunity to melt together over 20 years of successful interactions with the best practices and insights gathered by observing and speaking with your top performers. Some might call us persnickety, but we like to think of ourselves as thorough. We’ve found that this special attention to the details, our programs have a higher adoption rate and easily become part of your organization’s DNA.

Support resources are a vital part of the design, and helps keep things fresh even after we are gone. Some of the tools we have equipped our clients with for long-term organizational change, include:

  • Case studies
  • Job Aids
  • Coaching Aids
  • Reporting Processes
  • Audio reinforcement tools/Call monitoring
  • Customer Relationship Management Tools
  • Quality Assurance rubrics and feedback coaching
  • Follow-up materials
  • Point of sale tools
  • Internal process flows
  • Organizational hierarchy and job descriptions
  • Guidance with office design
  • Notepads designed for effective note taking with customers and during coaching sessions
  • Call libraries
  • 1-on-1 tracking and coaching plans
  • New hire training
  • Refresher Workshops
  • Mobile Phone and Computer applications

This is our sweet spot. Changing behavior requires changing attitudes and beliefs. There is no better way to do this then to change the way people think about training. Anyone can read a PowerPoint, but it takes a first string facilitator to lead engaging conversations about the “why” behind the “what,” and provide a solid demonstration of what a successful, impactful interaction sounds like.

Your people walk away with the foundation and confidence that empowers them to put the process into action on their very next interaction.

Game-changer? We think so.

Leaving the classroom, sparked with confidence and enthusiasm, your people are willing and ready to improve. Now is the most critical time to ensure the message, accountability and coaching support is there to ensure long-term sustainability. Without it, training is just another event, the momentum and initial lift disappears; and you’re left with just another flavor of the month.

Our team transitions out of the classroom and into the field, reinforcing the skills taught during the training, providing continuous practice and coaching. Coaching your front line people, coaches and managers to ensure that they team can deliver the level of performance improvement that will make this program part of your company DNA.

Workshops

We love working with our clients to create new deliverables that will help them reach wild success. Below is a partial list of some of the services we have created:

  • Sales and Customer Service Certification Programs
  • Career Progression Plans
  • Online Course Modules for a variety of topics
  • Boot camps
  • Mobile and Computer Applications
  • Performance Tracking
  • Quality Assurance Team and Scoring Tools
  • Customer Relationship Management (CRM) Integration
  • Five9 Dialer
  • Training (Sales, Customer Service, Retention, Collections, Presentations Etc.)
  • Team Meetings/Huddles in a Box
  • Manager Training
  • Key Note Speakers
  • Process Planning and Documentation
  • Lean Kaizen Events for Change Management
  • Research