At The AA, Susan Drape-Comyn has developed her team of ‘check the checkers’ as a centre of expertise, as coaches within the business. They rose to the challenge of lockdown, early on, establishing ways in which virtual engagement and coaching offer new, if unexpected, benefit in time and impact. They’ve also seen a real shift in consistency of support across the different operations, key to their role, and explored bespoke calibration approaches focussed on need. All told, there’s been a marked boost in morale and engagement.