First Impressions with Members
Suggested Strategy: A teller is often the first person a member sees
when they walk in the door of a branch – the “Front Line”, if you will. It
is imperative that the first impression that a teller gives is one that a
member will remember positively when they leave the branch.
Suggested Questions:
→ Third-Party Question: How do you think a member would describe their first impression of you when they walk in the door of our branch? → Self-Actualized Question: What actions can you take going forward to successfully create a first impression for each and every member
that comes through the doors while you are at the teller line?
Suggested Activities:
→ Teach Me: “Wal k me through what a member might see when they first come in our doors and look at you. What are you doing? How do you
greet them? Do you start a conversation with them?
→ Whiteboard Coaching: On the left side of a whiteboard, write down how this person thinks that a member would currently describe their first
impression of the teller. On the right side of the board, write down the
ideal description of a first impression that a member should have of a
teller when they come in the doors of the branch. Then, erase the left
side of the board and write down the actions that this person must take
to reach the description on the left side of the board.
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