Coaching Queue · this week
Glass Doctor · Lexington8 team members need attention · you have 3 high priority
In queue
8
this week · 5 are yours
Scheduled this week
2
Marcus · Carlos
Outstanding > 7 days
3
oldest: Sarah · never coached
Solved · last 30d
14
+4 vs prior period
Your coaching hours · this week
4.5 / 8 target
capacity for more 1:1s
All 8
Mine 5
Needs contact 4
In progress 2
Resolved 14
High priority (3)
High priority
DM
Reason · Below plan 3+ periods
Rev: $14.2K / $35K
Close: 31% (peer 55%)
CSAT: 3.8 (peer 4.76)
Callbacks: 2 this mo
Donna · Conversation starter
Ask Derek about the Memorial Oaks install that went over. He hasn't logged a why. Frame it as "what would make this a great quarter?" rather than a performance review.
High priority
MB
Reason · New hire · 30-day check-in due
Completed 55% of 90-day track · Shadow jobs: 1 of 3 · MTD $8.1K (on-pace for new-hire target of $15K)
Track: 55%
Shadows: 1/3
On-pace: new-hire goal
Stalled: Lesson 2.4
Donna · Conversation starter
Marcus is stalled on Lesson 2.4 — same spot Brianna stalled. Ask about the putty-selection content specifically; the written section confuses new techs.
High priority
SC
Reason · Booking rate below target · 2 weeks running
Booking 68% vs 75% target · Answer rate 91% · Revenue influenced $94K (on-pace) · listens avg 2:14 per call
Booking: 68% / 75%
Answer: 91%
Rev inf: $94K
Hesitation: quote-on-call
Donna · Conversation starter
Listen to her last 5 calls — pattern shows hesitation on quote-over-phone. Consider pairing with Kristy for a shadow hour before any formal coaching.
Medium priority (4)
Medium
BL
Reason · Training stalled · 18 days on same lesson
Lesson 3.2 (De-escalation) · opened 18 days ago · 0 completion attempts · last login to training: 4d ago
Stalled: 18d
Lesson: 3.2 De-escalation
Attempts: 0
Donna · Conversation starter
Non-technical lessons are easier to sidestep. Ask if there's a format issue — some techs prefer video over text. This lesson is written-heavy.
Medium
CM
Reason · Callback spike · 3 in 2 weeks
All 3 callbacks tied to auto-glass windshield installs · revenue impact $1,840 · same pattern: Carlos sold + installed each job himself
Callbacks: 3 in 14d
Cost: $1,840
Pattern: auto windshield
Donna · Conversation starter
Pattern: all Carlos's callbacks were sold by him and installed by him on the same job. Check install technique. Offer a shadow with Kristin — she's the strongest auto tech this quarter.
Medium
AP
Reason · Quarter-end review due in 9 days
First review · Booking 74% · Answer rate 93% · FCR 86% · on-pace for Lieutenant promotion if CSAT holds
Booking: 74%
Answer: 93%
FCR: 86%
Status: first review
Donna · Conversation starter
Alex has quietly become one of your best front-desk voices. Make sure she knows it before the review — positive framing first, then set her Q2 stretch goal together.
Medium
DR
Reason · Cert expiring in 22 days
OSHA-30 expires May 15, 2026 · no recertification scheduled · required for commercial scope of work
Expires: 22d · May 15
Course: not booked
Impact: commercial scope
Donna · Conversation starter
Diego hasn't flagged this. Log a shared to-do for him + yourself to book the course by Apr 28 — that gives him two weeks of buffer before expiry.
Context · thought-partnership (1)
Low · peer support
KS
Reason · Peer below-bar flagged · asks for coaching support
Kristy flagged Derek as needing help · she wants a thought partner on her approach · has a plan sketched out already
Type: peer support
Status: has plan
Re: Derek Mills
Donna · Conversation starter
Evan, Kristy is asking you to tag-in, not take over. She has a plan. Just listen and validate — then let her run it.
Donna · Cross-team patterns
Q1 revenue pressure is showing up across 4 of 8 queue items
Derek, Marcus B, Brianna, and Sarah's flags all trace back to Q1 goal shortfall. A single team huddle framed as "where did we land + what changes for Q2" may do more than 4 separate 1:1s.
Auto-windshield technique may be a pattern, not a person
Carlos's 3 callbacks + Derek's CSAT drop + 1 below-bar flag this quarter all share the same job type (auto windshield). Worth having Kristin walk the install SOP with the auto bay before you coach Carlos individually.
Coaching cadence is slipping — avg days-between is up 6d from Q1
Your 1:1 interval moved from 11d in Q1 to 17d in April. Three people haven't been coached in >30 days (Diego, Derek, Alex). Capacity or priority issue — want Donna to draft a weekly block on your calendar?