One-on-One Meeting Framework

Purpose

Provides coaches and managers with a consistent structure for individual coaching meetings — separate from formal performance reviews — to develop employees, address issues early, and build trust.

Who This Applies To

All coaches and managers. Every direct report gets a regular 1:1.

1:1 Cadence

• New hires (first 90 days): Weekly — aligns to the 90-day onboarding check-in schedule
• Established employees: Bi-weekly at minimum; weekly if performance concerns exist
• PIP employees: Weekly (mandatory, per PIP documentation)

Meeting Structure — 30 Minutes

First 10 Minutes: Employee-Led

• Open with: "What's on your mind? What do you want to cover today?"
• Listen without interrupting. This is their time first.
• Common topics: workload, a difficult call, a customer situation, a peer issue, a question about a job.

Middle 10 Minutes: Coach-Led

• Review specific KPI data since last meeting (RPL, GBA, recall, lead creation rate).
• Reference ServiceTitan data — not memory or general impressions.
• Name specific wins: "On Tuesday's job you built a 4-option presentation — that's exactly right."
• Name specific gaps with data: "Your RPL this week was $3,200. The target is $5,000. Let's look at the job breakdown."

Final 10 Minutes: Forward-Looking

• Set 1-2 specific focus points for the next week.
• Confirm any coaching actions: roleplay session, shadowing, specific technique to practice.
• Close: "What support do you need from me?"

Coaching Techniques Used at Spartan

Call Before Presenting

Slack policy: Techs are instructed to call their manager before presenting options to the customer. The 1:1 is a good place to review how those calls are going — are techs actually calling, and is the guidance helping?

LTO Identification

During 1:1s, coaches should review whether the tech is identifying LTO (Look To) situations — jobs where total value exceeds ~$3,000 and a senior tech visit could close a larger scope. Techs who consistently miss LTO triggers need coaching here.

Review Ask Compliance

Ask the tech directly: "Did you ask every customer for a 5-star review this week?" This is tracked informally but reinforces the standard.

Documentation

• Brief notes after each 1:1 (2-3 sentences) in Paylocity or a shared coach notebook.
• Notes from 1:1s can serve as supporting documentation if a PIP or review is needed later.

Important Notes

• 1:1s are not interrogations — they are coaching conversations. Tone matters.
• If an employee shows frustration with single jobs or assignments (Slack: #evan-hatfield channel), the 1:1 is the right place to explore and address that before it becomes a morale or attrition issue.
• Never cancel a 1:1 with an employee on a PIP. It signals you are not invested in their success — which weakens the legal and ethical standing of any subsequent termination.

Related SOPs

• Performance Review Process — formal review cadence
• Performance Improvement Plan (PIP) Process — 1:1s during PIP
• Revenue Targets & KPI Dashboard Guide — data to pull for reviews