Our latest podcast discusses how important it can be to give frequent “Just-in-Time” feedback. We mention the AID method as a way to do that JIT feedback.
It takes 60 seconds and can be used for positive or negative feedback.
For those new to the tool, here is AID in a nutshell. You share three things:
- Action observed: “Tom, did you see how you repeating back what you thought the customer said caused them to relax their body and soften their voice?“
- Impact it has: “Every time you do that, you save yourself a headache and ensure the customer feels heard. They’ll be your customer for life.”
- Desired result for the future: “Nice work! Please keep repeating back to the customer!”
Action observed, Impact it has, Desire for the future: AID. Or as my colleague Gary Minor puts it, “Here’s what I saw you do, here’s why it’s important, thanks and keep it up.”
What will it take for you to be sensitive to opportunities to provide feedback?
How could you practice AID so it rolls off the tongue when needed?