Client Interaction
Green Light: Let’s Get Going
1. Ask the person you are coaching to illustrate 5 adjectives they want customers to describe them. 2. Then ask them to itemize the actions they need to take for those adjectives to be used. 3. Ask them to itemize things they need to specifically improve in order for those descriptions with the five adjectives to become a reality. This can be done on a whiteboard or paper.
Yellow Light: Needs Attention
1. Ask a rating question such as: On a scale of one to six (6 being you are consistent and absolutely professional and wonderful each and every interaction with customers, and 1 you can be a little bit inconsistent) where would you rate yourself and why? 2. After the question has been answered ask them to itemize on a sheet of paper or whiteboard three things they are going to do to fill those gaps from their own ratings.
Red Light: Needs Immediate Attention
1. Lead with a statement such as: We need to improve our client interaction immediately, and knowing that, teach me specifically where you feel like you have success and honestly teach me the very things you need to do to improve. 2. Give them time to reflect on 1 interaction and write down on a piece of paper or whiteboard their impressions about themselves, to help them become more self-aware (Let time do its work to help them realize things about themselves.)
Made with FlippingBook. PDF to flipbook with ease