Suggested Learning Projects:
→ Observational Coaching: Assign the teller to observe their peers over the coming week as they greet
members when they come into the branch. At the end
of the week, have them email you with five things that
they observed their peers doing that they can take away
and practice in their own first impressions on members.
→ Tangible Successes: Have the teller come back to the next coaching session with five examples of successful
greetings with members coming into the branch – their
examples should include the effect that they felt their
effort in creating a good first impression had on the
member.
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: Leave the teller a hand-written note at their station when you observe effort made by the teller to create a positive
first impression on a member. Be specific in letting the teller know what
actions you observed and the benefits that they could see from having
interactions like that one.
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