Consulting services
Define “great”. Make it coachable. Embed it into daily work.
Performance shouldn’t depend on the leader, the site, or the shift. If it does, the gap is clarity.
Grounded in behavioural psychology and 35+ years of GRIST practice, YakTrak Consulting (formerly GRIST) turns intent into observable micro-behaviours and simple operating rhythms that hold up under real operational pressure and meet regulated standards.
We will help you
Define “great”
Turn the moments that matter into clear, observable micro-behaviours.
Make it do-able
Simple prompts and tools in the flow of work so the right behaviour shows up.
Make it coach-able
ACDC conversations and a repeatable cadence leaders can run every week.
Make it measurable
Goals, QA closure and behaviour evidence you can see on a dashboard.
Make it sustainable
Operating rhythms that keep focus high when pressure hits.
Make it defensible
Audit-ready records that link behaviour to results, reducing risk.
Why clarity matters
If any of this feels familiar:
- “Great” means different things to different leaders
- QA identifies issues, but the same issues repeat
- Training happens, but behaviour in the moment doesn’t change consistently
- Coaching cadence slips the moment pressure rises
When “great” is unclear, people fill the gaps with their own judgement. Leaders coach different things. QA turns into noise. Training fades back to old habits. Under pressure, teams choose what feels safest or fastest—not what’s most effective.
Clarity flips the pattern. It reduces variability, makes coaching consistent, and creates evidence you can stand behind—especially in regulated environments.
“You nailed quality at every level and made the program easy for our leaders to deliver—creating something sustainable that supports growth and performance.”
Angela Uther, General Manager, Talent, Leadership & Capability (HR), Super Retail Group
How we help
Choose the area that best matches your current priority. Each is part of our performance enablement system – defining “great”, embedding it in daily work, and proving progress.
Leadership & coaching
If leaders are working hard but results still drift, the missing piece is usually the system around them. YakTrak Consulting defines the micro-behaviours that matter and builds a rhythm that keeps them visible, reinforced and safe to discuss. It’s leadership development you can coach, measure and repeat.
Behavioural assessment
If leaders score the same call differently, coaching becomes guesswork and progress slows. YakTrak helps you translate broad skills into predictive micro-behaviours, align scoring across leaders and sites, and link practice quality to AHT, FCR, NPS and QA. You get a shared definition of “great” that teams can assess reliably and improve faster.
Performance improvement
Performance lifts fastest when “good” is specific and practise is built into the week. We help you turn targets like AHT, FCR, NPS, conversion and compliance into micro-behaviours leaders can coach, then set up routines and tools that make follow-through predictable.
Customer conversations
Customers remember how the interaction felt and whether they left clear on what happens next. YakTrak Consulting removes guesswork by defining the behaviours that build trust, confirm understanding and land next steps. The platform then helps leaders reinforce those behaviours consistently, even in busy weeks.
Results you can expect
In recent programs, teams have reduced average handle time, cut repeat calls and improved consistency of customer experience by making practice visible and coaching weekly. If you need references or example assessments, we can share them in the first conversation.
23%
increase in leaders running fortnightly team meetings
10%
uplift in confidence identifying behaviours needing change
29%
increase in adapting coaching to individual differences
30%
increase in enabling teams to learn from failure
Do you need consulting, platform, or both?
Start with Consulting if “great” isn’t clearly defined yet, leaders aren’t aligned, or the rhythm is missing.
Start with the Platform if “great” is defined and you need execution, visibility and evidence at scale.
Choose both if you’re rolling out across teams/sites and want the shortest path to consistent performance.
Frequently asked questions
Got questions? These FAQs explain what YakTrak is, how it fits, and the outcomes to expect so you can choose the right pathway with confidence.
Not always.
Start with Platform if behaviours/frameworks are defined and you need execution, visibility and evidence.
Start with Consulting if "what great looks like" needs clarifying or your context requires bespoke design.
Choose Both for the fastest path in complex rollouts.
See what shifts when leaders have a clear playbook
Talk with a consultant to explore how our consulting helps leaders coach with confidence, build consistency across teams, and lift the metrics that matter.