Q: What is the process?
A: Each engagement is unique but there are five main touchstones:

1.Establishing the context for the engagement by seeking to understand the client, their organization and the client’s opportunities.

2.With the client, developing clarity on the opportunity gaps and resources available.

* 360 feedbacks are often a helpful tool for the client in this step.

3.Helping client focus our engagement by prioritizing opportunity gaps. Defining a finish line and what action steps are needed to have a successful engagement.

4.Providing feedback and accountability during the execution of these action steps.

5.Providing the client with self-coaching skills they can use in future challenges.

Q: What is the standard retainer client engagement?
A: I have discovered through my client’s experience, that our greatest success occurs when I meet face to face with a client once a month. Either the client comes to Serenbe or I go to him or her. Many clients find it helpful for me to shadow them during their work day. Much communication is non-verbal and observation can allow me to see what ‘is not being said’. We then carve out one- on- one time, to allow the client to sift through the noise of activity to uncover growth opportunities. The second day of the monthly engagement is divided into phone calls, email or text messages that will build on the execution of the challenge goals the client has developed.

Q: Are there other options besides becoming a retainer client?
A: I have found that I am most valuable as a coach when I limit my active engagements to no more than five retainer clients at one time. When I have less then five active retainer clients, I have the space to develop engagements on a daily or half day rate. The hourly rate has been reserved for clients who want to ‘test drive’ our engagement with the intent of expanding the engagement if appropriate. The remaining hourly clients are non-active retainer client who want to circle back and keep the conversation going without a current performance challenge. To use a golf analogy, some of my clients attend golf school, while others sing up for periodic lessons.

Q: How do we begin an engagement?
A: We begin by meeting to see if the chemistry is right for a successful engagement. There is no charge for this meeting if the basis for an engagement does not exist. If appropriate, together we will craft an engagement agreement which addresses expectations, success outcomes, fees, and client preferences.

Q: What is the length of an engagement?
A: Each engagement is unique, and the length will be determined by the complexity of the performance challenge developed by the client. Experience shows the standard retainer coaching engagement last between six and nine months.

Q: Where do we meet?
A: It depends on what works best for the client. I encourage the client to begin the engagement by coming to Serenbe (www.serenbe.com). This off site venue can give the client perspective when considering growth opportunities. I usually go to the client following the initial engagement meeting.

Q: Do you make referrals to other professionals?
A: Yes. There is a temptation for client’s to ask me to take on non-coaching roles, but my clients are best served having a business consultant or specialist with experience, skills and resources more specific to the client’s challenge. Safe Harbor Consultants is a partner of the Safe Harbor Community whose members share our common values and complimentary business offerings.

Q: How do we terminate an engagement?
A: Change requires an appropriate level of growth tension to ‘push through’ to the challenge commitment. Our coaching relationship will bring the paradox of balancing tension with trust. I subscribe to a 30 second rule. When the client reaches a stopping point or a saturation point, they declare that ‘they are finished for the moment’ and the engagement has appropriate closure. If the elements are not present for a beneficial and successful coaching engagement, there should be no legal obligation to continue.