Many companies say they they have a coaching process, but often the process is not thorough, or even if it is nobody’s helped sales managers learn how to use it. And worse yet, the process frequently is not adopted consistently. At Oakwood, we knew that coaching would be pivotal in driving cultural change. To develop our prescribed coaching process called Oakwood Associate Review (OAR), we observed and studied best practices of rock star sales managers, got input from a focus group of top-performing and core-performing salespeople, and looked at outside research on sales effectiveness. We based the process around a premise: plan, coach, execute, and win. We showed FLMs how to sit down with subordinates and engage in a dialogue structured around a dashboard of key metrics. The metrics reflected results (for example, sales versus quota and top 10 wins or losses), potential (for example, how many prospects in the pipeline and top 10 active opportunities) and activity measures. Guided by the metrics, FLMs were expected to discuss with the salesperson what happened and work together to understand the cause and effect. We developed a guide that showed FLMs how to spend their time in order to have the most productive discussion. We gave FLMs an annual performance objective for the amount of coaching they should do. The entire organization was embedded in the OAR process. Surveys indicated that our salespeople got significantly more coaching by way of OAR than other companies studied, and our salespeople wanted more Customers too said they observed a positive difference as a result of the process.