Client Case Study
Coaching Duration: 6 months
“ There were things I was doing that I thought were just me doing my job, but Kellan pointed out that there was more to it – she called them SOAR stories… things I was doing well and should be celebrating. Kellan helped me to stop and recognize that yes, it’s part of my job, but I was actually making headway to achieve my goal.” - Loreen
Who & Why.
The Role.
LCBO District Manager, Ontario, Canada
The Coaching Goals.
Build relationships in the new region to increase trust and productivity.
Elevate communication with executive management to align with strategy and support career success.
Ensure self-care to build resilience and be the best I can be at work and personally.
The 7-Step SOAR Approach.
Step 1
Assessments
The Birkman Method Behavioural Assessment and a Qualitative 360 Assessment were completed for this client.
Step 2
Goal Development
Based on the results of the assessments and conversations, we co-developed three goals for coaching discussions.
Step 3
Session with Leader
We shared the client’s goals and gained alignment and support from her manager.
Step 4
1:1 Coaching
We met for two hours every month for four months, followed by 1 hour per month for two months.
Step 5
Laser Coaching Sessions
Brief 20-minute check-ins between sessions so that we could quickly troubleshoot any roadblocks.
Step 6
Review
Progress was reviewed throughout the coaching engagement. The final session is always dedicated to discussing successes and identifying developmental opportunities to ensure success in moving forward.
Step 7
Checkpoints
At the 9- and 12-month marks, KBC provided accountability sessions to check in on the established goals.
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The Results.
Leadership: A commitment to visit as many stores in the region as possible. Meeting employees and managers and developing face-to-face relationships.
“I’m proud of what I’ve achieved – only 12 stores (out of #) I have yet to get to. I spent a lot of time on the road travelling with district managers and I’ve noticed a difference. Four of six DMs are now totally on board with where I want to go and what I ask them for. The other two I’m working on. One of my strengths is recognizing that anyone can get things done through compliance, but if you take the time to explain the why and build connections, outline the expectations and be consistent with your messaging, people will do it because they want to. And then your job becomes so much easier.”
Perspective: Showing up and not relying on results to speak in place of a real voice.
“I always believed that I didn’t have to go out and be in someone’s face or show up to people who could influence my career. I always thought how my district was performing, engagement of my team, the numbers my team was hitting (would do the job). Kellan would remind me again and again to show up and be present and toot my own horn. It was a lightbulb moment for me. When I had an opportunity to see (a Senior VP) to talk about something I was doing at that time, I took it!”
Self-Care: Creating time and space away from work.
“Every Monday Kellan would send me an email asking what was my me-time this week. If she hadn’t done that I know I would have fallen into just going into my hotel room and working all night. It made me commit to those actions.”
Accountability: Setting goals and ensuring attainment of those goals.
“If I said I would do something in one session, Kellan would always follow up the next. It was all about objectives and following up on those to keep the conversation alive. I felt like she was genuinely interested in my success.”
Final Words.
“This was not my first coaching opportunity as I’ve had coaches throughout my career as a DM. It’s imperative to get the right fit and coaches in the past didn’t work. I remember (with my last coach) sitting in my car going through the coaching session… She is trying to get me to dig deep into thoughts and feelings saying close your eyes, concentrate on your breathing, do you hear your heart, feel your legs…and I’m thinking this is so out there and it’s only pissing me off! It was not my style and I was getting no value out of it.
With Kellan I was very comfortable right away. She has a way of making people feel very at ease and a very non-intrusive way of making you think. She’ll make you dig deep, but not in a way that you feel like you’re being coached at. It’s a conversation. Kellan had the business experience and practical coaching that made her relevant to me and my role at LCBO. Coaching was always focused on action.”
— Loreen
