Rapport-Building Greetings
Suggested Strategy: One thing members appreciate is being
acknowledged upon entering an establishment. Use third-party
questioning and role-playing techniques to bring awareness to this area
of concern.
Suggested Questions:
→ Third-Party Question : If your best friend were here right now, and they had to evaluate your greetings to members, what do you think they
would say? Why do you think they would give the response they did?
→ Self-Actualized Question: What do we need to do together to help you deliver engaging and genuine greetings every time a member
approaches you?
Suggested Activities:
→ Define & Coach: Often, your definition of an engaging and genuine greeting may not align with what the employee believes to be engaging
or genuine. Maybe the disconnect is their main problem standing in the
way from being successful. Together, come up with a definition of what
engaging and genuine greetings looks like, the behaviors that need to
occur with each definition, and how the employee can specifically meet
each objective.
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