I’m one of the pioneer service providers for Google Helpouts, giving 30 minute coaching sessions to walk up clients.
This is the logo for Google’s new video-based service. He’s waving, not drowning.
Being a Helpouts dude has been a combination of great satisfaction and niggling frustration.
“I make sure they come away with at least one practical step they can take to solve their issue”
On the plus side, it’s been brilliant with the guys that made the time to navigate the new service. Establishing rapport over a video link isn’t too difficult, even though the clients are from all over the world. I’ve learnt to be even crisper than I normally am, and I make sure people come away with at least one step they can take towards solving their time management problem. I like the discipline of the half hour slot, it really concentrates the mind. The trickiest part is figuring out if the customer wants to just hangout (it’s all based on Google Hangouts technology) and get a bit of free advice, or if it’s a really pressing problem that they need fixing NOW. If it’s one of those, I can’t over-complicate things. Diagnosis and cure have to be pretty rapid, especially if they don’t intend having a second session. We normally think of coaching as a process. Not as long as therapy, but usually more than one half hour slot.
The feedback has been embarrassingly (for a Brit) excellent, and I’m hoping to get repeat business as a result, which is the whole point of me doing this.
On the sucky side……
“My head space becomes like a hotel room. I have to remake it so the next guest believes they’re the first occupant.”
We have just finished the first week, and the sessions have all been free, just so we can all try it out and see how it works. But there have been about 50% no shows. I guess this is because there’s no cost for non-appearance, just my time. I’m now charging a nominal fee, and I hope that will make people show up. The worst part for me, though, is getting ready for the next client. I’m half expecting them not to turn up, but being in a state of readiness if they do. My head space becomes like a hotel room. I have to remake it (in 60 seconds) so the next guest believes they’re the first occupant.
Speed coaching – for people who don’t have time. It could catch on.
Why not try it out? You need a computer, a video camera, some free software and 30 minutes