Taking Initiative to Assist Members
Suggested Strategy: Focus your conversation around the third-party
perception when the teller does not take the initiative to assist members
immediately when they come in the door.
Suggested Questions:
→ Directive Coaching: We strive to assist our members as quickly as we can, and
when you wait for another teller to assist a
member when they come in the door, the
member may feel as though you do not
want to assist them. In order for you to be
successful in your position, it is imperative
that you take initiative to greet and assist
members as soon as they come in the
doors.
→ Success Imperative: What actions will you be committed to taking going forward to ensure that you are successful in creating positive first
impressions and relationships with our members?
Suggested Activities:
→ Teach Me: Ask the employee to walk you through what they would typically do when a member first comes into the branch. What about
that routine do they think they could improve to have a more positive
impact on members when they first enter the doors?
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