SeSSIon 9 | mInd-Set, Be tHere Learning Objective: To understand the importance of connecting genu- inely and making a positive first impression.
Say: I agree, but there are still quite a lot of stores, restaurants, etc. where this happens to customers/guests. I am sure everyone here has had such an experience.
Set uP 10 min Indoor Team
Step 2: This time we’ll walk around looking, smiling and nodding to each other.
Transformer note: End this part of the exercise after 1 minute. Evaluate how they felt and experienced this. Most likely, it was much better.
mAterIAlS
Step 3: Walk around the room and really make contact with each other: smile, shake hands, give a tap on the shoulder, make a small comment, etc. (do not stop to talk; keep moving).
Video/youtube.com
SeSSIon BrIeFInG Show: Routine experiment – Garden center butler service - youtu.be/uBjF7Be9Fr8
Transformer note: End this part of the exercise after 1 minute. Evaluate how they felt and experienced this.
Ask: What did you like about the video? What impressions did the customers have? How enjoyable was this for the ‘butlers’? Possible Answer: Making true, personalized first impressions and ‘being there’ crafts a magnifique moment and creates an unforgettable experi- ence. But also, and just as important, it makes your job (more) fun!
tAKe-AWAYS • Understanding the difference between forced interactions and authen- tic ones. • Connect with each other in a fun manner. • Highlight what the right amount of contact, and what kind of contact it is, that makes a person feel welcome.
Explain: Greeting and welcoming our guests is a MUST if we want to make a difference.
Say: Can everyone please stand up! This is a short exercise of only 3 steps.
Step 1: Walk around this room without making any form of contact with anybody. Do not look at, talk to or touch each other. Truly ignore each other.
Transformer note: End this part of the exercise after 1 minute.
Ask: How was it? Possible answers: strange, impersonal, horrible feeling, etc.
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MODULE 2 I AM GENUINE
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