→ Role Play: Practice member transactions with the employee where the employee would have the opportunity to go above and beyond to make
a member feel appreciated. After the practice conversation, ask the
employee to walk you through each of the steps that they felt that they
took to make you feel special.
Suggested Learning Projects:
→ Observational Coaching: Ask the employee to observe their peers throughout the coming week. At the end of the week, have them email
you with their observations regarding actions that their peers took when
working with members to make them feel appreciated. What effect did
their actions have on the relationship
between them and the member? What
takeaways from their observations can
the person you are coaching put into
practice in their own interactions with
members?
→ Tangible Successes: Assign the employee to come back to your next
coaching session with five examples of
times where they went above and
beyond to make a member feel
appreciated. What specific steps did
they take, and what was the outcome
caused by their actions?
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