The 10-Minute Feedback Window
Decide when to give feedback immediately and when to schedule a separate conversation.
A customer success team A CS manager noticed that renewal reps were answering discount questions before confirming business value. She stopped saving every note for weekly 1:1s. For small moments, she gave a 60-second SBI note right after the call and asked intent before coaching the next move. For patterns, she scheduled a separate review with examples. Reps corrected the next call faster, and the scheduled conversations became less surprising because small course corrections were already normal. Feedback window 10 min for small, fresh moments Pattern review 3 examples before scheduling Situation The timing problem The manager had useful feedback…
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