Coaching Standard

• HSA Name

• Visit Completed By

• Job number

• Date of visit

  Date

• District Name

• Coaching provided

  Specific

  General

Compliance

• Did the HSA have the correct ID badge and were they smart and Presentable?

  Yes

  No

  N/A

• Did the HSA call the customer before the visit?

  Yes

  No

  N/A

• Did the HSA have all the necessary tools available and in good working order (including vehicle)?

  Yes

  No

  N/A

• Did the HSA record the correct boiler clearances?

  Yes

  No

  N/A

Safety

• Was the asbestos process followed correctly?

  Yes

  No

  N/A

• Did the HSA use PPE necessary?

  Yes

  No

  N/A

• Did the HSA carry out electrical checks?

  Yes

  No

  N/A

• Did the HSA work in a safe manner for himself and the customer?

  Yes

  No

  N/A

Mindset

• Did the HSA display a high performer mindset in each process as per the Standards?

  Yes

  No

  N/A

• Did the HSA undertake activities expected of a high performance in each process as per the standard?

  Yes

  No

  N/A

• Have all relevant areas of the process been completed?

  Yes

  No

  N/A

• What behaviours had a positive influence on the customer?

• What behaviours had a negative influence on the customer?

• Were all the customers needs met where possible?

  Yes

  No

  N/A

• Was the customer treated fairly and given the best possible service?

  Yes

  No

  N/A

Capability

• Did the HSA display a level of knowledge consistent with a high performer in each process?

  Yes

  No

  N/A

• Were all 'business requirements' met from the standards?

  Yes

  No

  N/A

• Did the HSA specify the correct solution for the customer?

  Yes

  No

  N/A

• Was the specification sheet and associated customer paperwork left behind?

  Yes

  No

  N/A

• Did he HSA demonstrate great product knowledge?

  Yes

  No

  N/A

• Did the HSA demonstrate great knowledge of our services?

  Yes

  No

  N/A

• Did the HSA demonstrate great knowledge of our finance and adhered to the process?

  Yes

  No

  N/A

• Did the HSA demonstrate good customer questioning to identify their needs and handle any customer objections appropriately?

  Yes

  No

  N/A

Follow up

• Specific follow up actions required:-

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• HSA SIGN OFF

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• COACH SIGN OFF

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