Feedback you can’t act on is noise. Craft’s coaching is built to be specific enough to use on your very next call.
What the feedback looks like
After each call, the coaching names the exact moment and what to do differently:
- “You skipped the value statement before quoting the diagnostic fee — here’s what to say next time.”
- “Customer mentioned a competitor quote — you missed the chance to reframe on value.”
- “You handled the price objection well — keep using that approach.”
Notice the third one. The coaching tells you what to keep doing, and that matters as much as the corrections: a behavior you repeat on purpose is a skill; one you repeat by accident is luck.
Your manager is in the loop too
Managers can leave comments on specific moments in any call, and they see your scores by day and by trend. When a comment lands on one of your calls, that’s your manager investing time in your game — read it, listen to the moment it’s attached to, and try the adjustment the same day. The fastest way to get more useful coaching is to visibly act on the coaching you get.
One behavior a week
The loop that actually improves scores, used by the agents who climb:
- Pick one behavior from your recurring feedback (from Lesson 1’s homework). Just one — “everything” is not a focus.
- Tell your manager it’s your focus this week. Now the coaching aims at it too.
- Do it on every call for a week, deliberately, even when it feels mechanical.
- Check your trend on that dimension at the end of the week. Then pick the next one.
Four weeks of this is four upgraded behaviors, and dimension scores that show it — which is a better case at review time than any self-description.
Do this week
Pick your one behavior, tell your manager today, and check the trend Friday.