Empathy Isn’t Easy, Accountability Isn’t Optional - Jill Harris - Coach2Scale - Episode # 63

In this episode of Coach2Scale, Matt Benelli engages in a thought-provoking conversation with Jill Harris, VP of Sales for North America at GoTo. Jill shares her insight on balancing empathy and accountability in sales coaching. She emphasizes the importance of asking the right questions and fostering a collaborative environment when it comes to sales leadership. Jill introduces her Sales Coaching Plan, which focuses on co-creating solutions and addresses the root causes of underperformance. The episode discusses fostering self-awareness and accountability among reps, navigating the risks of an excuse culture, and maintaining a growth mindset amidst change.Takeaways:Understand that empathy is essential, but it should not replace accountability. Balance both to create effective and compassionate leadership.Focus on asking insightful questions rather than having all the answers. This approach allows sales reps to self-identify areas for improvement.Develop performance and development plans together with your sales reps. This ensures engagement and ownership from both sides.Develop a structured coaching framework that includes sales skills, product knowledge, and operational metrics.Encourage a growth mindset within your team. Frame challenges as opportunities for development rather than insurmountable obstacles.Build trust with your team by actively listening to their concerns and providing thoughtful feedback. Acknowledge that change is constant and prepare your team to adapt. Mentally and structurally prepare for inevitable industry shifts.Quote of the Show:“The best coaches are those that are fantastic listeners, they ask so many good questions. They essentially peel back the onion where they're helping the coachee to come to their own conclusions.” - Jill HarrisLinks:LinkedIn: https://www.linkedin.com/in/jill-harris-549b052/ Website: https://www.linkedin.com/in/jill-harris-549b052/ Ways to Tune In:Spotify: https://open.spotify.com/show/0Yb1wPzUxyrfR0Dx35ym1A Apple Podcasts: https://podcasts.apple.com/us/podcast/coach2scale-how-modern-leaders-build-a-coaching-culture/id1699901434 Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy50cmFuc2lzdG9yLmZtL2NvYWNoMnNjYWxlLWhvdy1tb2Rlcm4tbGVhZGVycy1idWlsZC1hLWNvYWNoaW5nLWN1bHR1cmU Amazon Music: https://music.amazon.com/podcasts/fd188af6-7c17-4b2e-a0b2-196ecd6fdf77 Podchaser: https://www.podchaser.com/podcasts/coach2scale-how-modern-leaders-5419703 YouTube: https://www.youtube.com/@Coach2Scale CoachEm™ is the first Coaching Execution Platform that integrates deep learning technology to proactively analyze patterns, highlight the "why" behind the data with root causes, and identify the actions that will ultimately improve business results going forward.  These practical coaching recommendations for managers will help their teams drive more deals, bigger deals, faster deals and loyal customers. Built with decades of go-to-market experience, world-renowned data scientists and advanced causal AI/ML technology, CoachEm™ leverages your existing tech stack to increase rep productivity, increase retention, and replicate best practices across your team.Learn more at coachem.io