You'll have a much greater impact on Outfitter's performance by providing feedback while the situation is fresh in everyone's mind than if you wait to have a coaching conversation after some time has passed. That's where coaching in the moment comes in. Coaching in the moment is positive or constructive feedback based on a specific observation of an Outfitter on the sales floor. It is not a full review of their performance but rather a quick note or tip based on a single behavior. 

As RXM, you should regularly observe customer interactions on the sales floor so that you can quickly provide feedback to your Outfitters and track your observations or any coaching you offer using the Outfitter Documentation Log.

When coaching in the moment, it's best to...

• Be timely. Talk with the Outfitter promptly, away from the customer. This could be immediately after a fit but before you connect them with their next customer. Or maybe as they’re heading to the backroom to snag a product

• Be specific. Share the exact behavior you observed, the result of that behavior, and any next steps you’d like them to take. 

• Take notes. While not every coaching conversation requires documentation, by regularly using the Outfitter Documentation Log to note key conversations, both positive and constructive, you’ll be able to track trends in Outfitter behavior, which will prove extremely useful when you prepare for more formal reviews.

• Be flexible. If offering coaching in the moment seems out of reach due to the busyness on the sales floor, instead of sharing an observation and tip, ask a question such as, “Where did you feel most confident in that last fit?” While not quite as strategic as a direct observation, these consistent check-ins show your team that no matter how busy things get, you’re always there to support them and help them grow.

• Outfitting Experience 2025 Manual - final page offers a helpful summary of the Outfitting Experience, perfect for making observations

• Outfitter Documentation Log