Etiquette with Clients
Suggested Strategy: Pull the attention away from this person and turn it toward their clients and how they may interpret this person’s actions. This will require your coaching target to think about the perspectives of others and how their actions may be impacting those perspectives.
Suggested Questions:
Î Third-Party Question: How do you think that a client would specifically describe their interactions with you?
Î Risk Question: What risks do you think you assume when your dealers/customers/clients do not feel satisfied with their interactions with you?
Suggested Activities:
Î Role Play: Ask your coaching target to run through an interaction with one of their clients, maybe keeping in mind a specific situation where etiquette was a challenge. How does your coaching target leave the conversation? How do they ensure that their relationships with clients are stable after their interactions with them? Î Learning Project Prep: Make the introduction between this employee and an employee that has a loyal client base and practices appropriate etiquette. Explain the purpose of the exercise (see below).
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