Great BDC leaders know their team’s strengths and leverage them effectively. High-performing agents typically possess these winning traits:
Passion and Drive: They have genuine enthusiasm for their work and consistently maintain high energy throughout the day.
Determination and Adaptability: They embrace challenges, see objections as opportunities, and persistently chase excellence.
Effective Communication: Top performers are skilled at building rapport, clearly conveying messages, and actively listening to customers.
Consistent Coaching: Champions crave feedback. Regular, constructive coaching sessions are vital for ongoing skill improvement.
Pro Tip: Schedule weekly one-on-ones to discuss performance and growth opportunities.
Pro Tip: Provide specific examples and actionable advice to help them enhance their abilities.
Set Clear Expectations: Clearly define goals, performance metrics, and outcomes. Thoroughbreds perform best when they know exactly what’s expected of them.
Pro Tip: Ensure your team understands their targets and how success is measured.
Pro Tip: Regularly revisit goals to ensure clarity and alignment.
Create a Winning Environment: Foster a supportive culture where agents feel valued, challenged, and motivated.
Pro Tip: Recognize and celebrate successes frequently and publicly.
Pro Tip: Offer development opportunities to keep your team engaged and committed.
One of the best ways to keep your top agents sharp is by raising the performance of your average agents. When the middle of the pack gets stronger, it creates healthy pressure for your leaders to keep improving — because standing still isn’t an option when the competition is getting faster.
Challenge the Middle: Set ambitious but attainable goals for average performers. Provide them with the tools, scripts, and support they need to climb to the next level.
Inspire Healthy Competition: Recognize not just the “best,” but the “most improved.” Show that growth is celebrated just as much as greatness.
Keep the Bar Moving: Top performers are naturally competitive. When they see others gaining ground, they’ll push themselves even harder to stay at the top — benefiting everyone.
Pro Tip: Use tiered recognition (e.g., “Top Dog,” “Most Improved,” and “Most Valuable Teammate”) to celebrate a variety of contributions without diluting excellence.
Even the best thoroughbreds can falter under poor leadership. Avoid these common missteps:
Neglecting Individual Needs: Every team member has unique motivations and strengths. Great leaders personalize their approach.
Lack of Recognition: Failing to acknowledge and reward efforts and achievements can quickly demoralize even your top performers.
Ignoring Feedback: Effective leaders not only provide feedback but actively seek it from their team to continuously improve their leadership.
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