The missing piece of the puzzle
A large bank partnered with YakTrak Consulting to shift frontline performance from a results-only focus to one driven by high-quality customer behaviours. Through a six-month Test and Learn program, leaders improved their coaching capability, bankers had better customer conversations, and teams became more proactive in driving their own development.
The challenge
The bank wanted to shift from a culture focused solely on results to one centred on high-quality, customer-facing behaviours, while overcoming significant change fatigue and building confidence in effective coaching.
Program design
Test and Learn program (6 months training and embedding)
Participants: Frontline, team leaders, leaders of leaders
Included:
- Face-to-face workshops for leaders and frontline
- Disciplined execution of operating rhythm
- Deliberate practice
- Skills assessment and calibration
The program approach focused on
- Embedding a bespoke micro-behaviour framework tailored to frontline customer conversations
- Enabling bankers to confidently hold holistic, relationship-building conversations
- Equipping leaders to diagnose root causes of performance and coach effectively
- Using deliberate practice and on-the-job application to “turbocharge” the 70/20 elements of learning
YakTrak Consulting (formerly GRIST) supported the team by:
- Designed a micro-behaviour framework that bankers found intuitive and easy to use in day-to-day conversations
- Lifted leader capability through coaching workshops, on-the-job support and follow-up sessions
- Used calibrations and skills assessments to strengthen consistency across teams
- Provided a structured way for bankers to self-assess, set goals and drive their own development
The results
- Leaders now coach their people more effectively, with stronger diagnosis of performance and behaviour gaps
- Empowered teams are having higher-quality conversations with customers using the micro-behaviour framework
- Bankers are now driving more of their own development through self-assessment, deliberate practice, and individual goal setting
- The program supported a cultural shift away from focusing solely on results and outcomes, towards behaviour-led performance improvement
What this shows
A micro-behavioural, Test and Learn approach can rapidly improve coaching effectiveness and lift the quality of customer conversations—even in environments with high change fatigue.
Client perspective
“The workshop made me walk back into the branch and stop making assumptions… My results speak for themselves.”
Ready to take the next step?
See how YakTrak connects controls to behaviours and records in one system.