BA MENTORSHIP

Managing your team’s schedule, clock-ins/outs, commissions, and other administrative tasks is one thing, but helping your team grow and achieve new levels of success is an entirely different challenge.

At our core, we set clear goals for our Brand Ambassadors, and as managers, it’s essential to embrace mentorship, provide ongoing training, inspire motivation, and implement corrective actions when necessary.

These are all critical steps to master in order to ensure the success of your territory. Let’s guide you through some of the key practices you should be focusing on!

Brand Ambassador One-on-ones.

BA One-on-One PDF.

Every month, make it a priority to schedule one-on-one time with each of your Brand Ambassadors. These meetings should be intentional and well-thought-out, with clear goals in mind before you arrive. Decide whether this will be a planned visit, where they know you’re coming, or a surprise visit to observe how things operate in your absence.

During these one-on-ones, address any challenges they may be facing. Are they struggling to find appointments or schedule correctly?

If their cancellation rate is high, discuss the importance of confirming appointments and guiding customers through the process.

If they’re having trouble generating leads, provide them with new opening lines or techniques to try.

Alternatively, if there’s nothing specific to work on, give them the opportunity to ask questions or share any struggles they might be experiencing.

Here are additional tasks to consider during your one-on-ones:

Deliver Supplies: Use this time to bring any supplies they’ve requested.
Store Check-In: Since you’re already there, check in with the store. This can count as a store visit.
Inspect their table displays: is anything damaged or in need of replacement
Observe whether they’re walking around the store periodically to engage with customers and associates.
Assess their setup: are they in a good location, or could you advocate for a better spot with management?
Role-Playing: Practice scenarios with them until they feel confident. Ask if they know The Monarch minimum, have them give you their PK , or quiz them on finding appointment dates and times to improve their calendar skills.

If your BA is excelling, take the opportunity to reward them. Bring lunch, coffee, or a small token of appreciation to acknowledge their hard work and keep their momentum going.

Finally, don’t forget to update your workbook with notes from your one-on-one visits, including any accomplishments or follow-up actions needed.

Brand Ambassador Goals.

We have established specific, data-driven goals for our BA team to achieve each month. These goals are outlined in your KPIs and tracked in your workbooks, where you’ll update both your entire territory’s results and the individual performance of each BA.

When you identify areas where a BA is struggling, it’s your chance to step in and provide additional support. This could include scheduling more frequent one-on-ones, arranging for them to shadow other BAs to learn new techniques, or equipping them with extra resources.

These resources might include printed materials on overcoming objections, alternative opening sentences to try, or other strategies they may not have considered.

Your proactive involvement can make a significant difference in helping your team members overcome challenges and achieve their goals.

Here are the monthly goals your BAs should be striving to achieve. Make sure your team is fully aware of these objectives, review last month’s KPI results with them, and develop actionable plans to drive success in the upcoming month.

20 leads
- This breaks down to just 1 lead per working day.
16 ran appointments
- They should prioritize scheduling the earliest available appointments—ideally within 7 days or less. No appointments should be scheduled more than 30 days out.
80% lead to appointment conversion rate
- This ultimately depends on their ability to confidently ask the customer to set the appointment and effectively navigate the calendar.
32% or less cancelation rate
- To keep cancellation rates low, BAs should focus on scheduling high-quality appointments. This means confirming that the customer understands our services, ensuring the appointment accommodates all decision-makers’ schedules, avoiding booking appointments too far out, and informing the customer that we will call, text, or email the day before to confirm—otherwise, the appointment will be canceled. Additionally, you should review all canceled appointments to identify any patterns or areas where your BA may need improvement, helping to boost next month’s numbers.
4 sales
- If the above goals are met, this represents the potential number of sales they could realistically achieve each month from their ran appointments.
20% appt ran to sale conversion
- The sales team’s goal is to achieve a 20% appt ran to sale conversion rate. It’s your responsibility to review all ran appointments that didn’t result in a sale to determine the root cause. Is this a sales team closing issue (or a specific designer), or is your BA not setting high-quality appointments?
80 PKs
- This is non-negotiable: your BAs must engage with 4 associates every day to provide PKs. If they end up going over 80 that’s great! But we dont want them to lose too much focus on lead generating, especially if they are behind on their leads goals for the month.

Brand Ambassador Monthly KPIs

After completing your individual team’s KPIs for the month, copy and paste their stats into an email and send it to them.

Ensure they know where they stand each month, what their goals are, and what they need to focus on for the next month.

We want the BAs to hold themselves accountable and take ownership of their numbers.

Team Meetings.

You should hold a team meeting once a month, either virtually or in person. Team meetings are an excellent opportunity to bring everyone together, brainstorm new ideas, introduce new processes or procedures, and review last month’s team and individual KPI results.

If meeting in person, consider providing coffee, breakfast, lunch, or snacks to make the gathering feel more intentional and special.

How to Set Up a Teams Meeting PDF.

Team Contests.

It’s recommended to run friendly, competitive contests within your team, perhaps every other month, to boost morale and encourage participation.

Some ideas include a quick challenge like “Whoever gets the first lead in the next 2 hours wins a $20 gift card,” an end-of-the-month lead generation competition, or a contest for maintaining a cancellation rate below 30% with a $50 gift card as the prize.

You could also organize fun activities like a table decorating contest during Halloween or Christmas. Additionally, consider recognizing a “BA of the Month” to celebrate someone who went above and beyond.

Update your Team Trello Account Bi-weekly.

The Trello app was designed as a tool for isolated teams like ours, providing a centralized hub where everything needed to perform their jobs effectively is easily accessible.

This includes links to portals, PDF training guides, photos, team bios, leaderboards, and weekly updates from managers. We want this to become your BA’s go-to app every day they log in to work.

Your team should be using their email, Teams chats and Trello daily. You can also customize your team’s Trello app by adding more “Cards” or sections, whether it’s additional training resources, fun discussion forums, or anything else that enhances their experience. However, please do not remove any existing content.

The leaderboard and bi-weekly updates should be refreshed weekly to ensure your team knows exactly where to look to kick off their day or week on the right foot!

Brand Ambassador Responsibilities & workflow.

Brand Ambassadors are full-time employees who become eligible for benefits after 90 days of employment. They are currently paid hourly at a rate of $18 per hour. Additionally, each Brand Ambassador receives the following benefits:

Mileage Reimbursement: $0.75 per mile for gas.
Monthly Car Allowance: $150 to assist with gas, oil changes, and auto repairs.
Monthly Phone Allowance: $20 for using their personal cell phones regularly for work.

Commission Bonuses: Each territory has different commission structures, which can be found in individual workbooks.

Scheduling Options: Brand Ambassadors can choose from the following schedules:

Tuesday through Saturday
Sunday through Thursday
Wednesday through Sunday

They may work different 8-hour shifts within a day, but shifts cannot start earlier than 8:00 AM or end later than 7:00 PM.

Responsibilities of a Brand Ambassador

Daily Tasks:

Clocking In and Out:
- Clock in and out daily and update gas reimbursement records. Failure to update daily is not tolerated.
- Mileage reimbursement applies from the time they leave home until they return, excluding personal errands before or after work.
- Clock in upon arrival at a store and clock out upon leaving.
- Exception: If the drive to a location is 60 minutes or more from home, they may clock in for drive time.
Store Duties:
- Set up their table display upon arrival.
- Notify store management of your presence and share daily goals (e.g., generating leads and providing product knowledge (PK) to at least four people about Re-Bath).
- Take a picture of the display and submit it in the GroupMe chat.
- Clean and maintain the display, refill Lowe’s brochures.
- Periodically walk around to engage with customers and provide PK to store staff. Sitting for breaks is allowed, but sitting all day is not permitted.
- Enter leads into the appropriate systems (Lowe’s lead form and the lead-setting team chat).
End-of-Day Reporting:
- Submit an end-of-day report in the designated Teams chat, including:
  - Date
  - Store number
  - Number of leads
  - Number of set appointments
  - Number of PKs provided
  - Any pictures of PKs conducted

Monthly Tasks:

Check work emails daily.
Check Trello daily.
Send a weekly email to the lead-setting team with the previous week’s lead names and phone numbers for auditing purposes.
Submit supply request forms promptly when running low on materials.
Attend all mandatory meetings.
Complete Brand Ambassador certification, which includes a 3-day online class followed by a video submission for final certification.
Wear the proper uniform, including the Monarch polo and the Lowes badge for the store.

Additional Responsibilities:

Report any issues, display damages, or requests to the direct manager.
Participate in store events such as pro events, kids’ workshops, or non-national account events like home shows and expos.
Allow other BA’s to shadow them for training purposes.

Brand Ambassador Responsibilities PDF.

Brand Ambassador Certification.

Every one of your brand ambassadors needs to complete the Brand Ambassador Certification training. This 3-day course teaches them how to effectively train and quiz (PK) store associates so the Monarch message stays on brand.

During the training, your BAs will work with visual presentations designed for Lowe’s, featuring moving slides and interactive features. They can connect their iPad to the training room TV with a connecting cord and display the presentation right on screen. From there, they’ll use the script to perform a PK that aligns with the presentation.

To pass certification, each BA must download the presentation, use the script, and complete a PK video for submission back to Monarch Corporate National Accounts.

Keep in mind that Brand Ambassador Managers typically handle the larger-scale, in-store PKs that may require the physical presentation. Even so, this PK training is vital and necessary for every BA. Your BAs’ PKs are usually much smaller—5-minute conversations with associates that help them hit their monthly quota of 80 PKs.

See the sign-up instructions below. Please help your BA get scheduled for the next online Brand Ambassador Certification and follow through on all the steps. And be sure your BA sends you their completed video before it’s submitted to National Accounts.

How to Sign up got Brand Ambassador Certification PDF.

Log into Ingage to access the presentation>

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Other PDF’s regarding Brand Ambassador Certification.

Accessing Quizzes PDF.

Instructions on what BA’s have to do PDF.

Guide on how to upload PK video PDF.

Brand Ambassador Uniform & Dress Code Policy.

Shirts: Company-provided polo shirts (short or long sleeve). New hires may wear plain t-shirts or polos until they receive their official shirts.
Fit: Shirts should be tucked in with a belt unless physically unable to do so.
Bottoms: Black or khaki slacks/pants.
Not allowed: Joggers, sweatpants, cargo pants, jeans, or leggings.
Summer Options: Longer shorts or knee-length skirts are acceptable.
Not allowed: Jean shorts, cargo shorts, or sweatpant shorts.
Hats: Only Re-Bath branded hats or beanies are permitted.
Shoes: Tennis shoes or closed-toe flats.