Champions Create the Future • Your insights into influencing the “front of the house”
You’re the experts! • Videos that show Directors of First Impressions being influential--or not • Very specific behaviors that make the difference • Influence principle: Likeability
Negative behaviors • Say well-meaning but hurtful things, like: • It’s nature’s way. You’re young--you’ll have more. Was it a boy or girl? You’ll be pregnant soon and you’ll forget about this baby. You really couldn’t afford another baby now anyways. Lucky you didn’t have time to bond with it. I know someone who had three miscarriages in a row....
Positive behaviors • Say and do positive things like... • I’m so sorry to hear the loss of your baby. I grieve with you. (hug) Would you like to sit in the office until Angie is ready to talk? Please call anytime you need a friend.
Video #1: Making appointments • What amazing acts of influence have you observed? • What makes DFI especially likable during the appointment making process?
Video #1: Referral to the RD What are positive ways to “market” RD visits?
referral to the RD • What are negative behavior or words?
Emergency calls Negative behavior or words?
Emergency calls • Positive words or behaviors?
Vignette: Handling angry or frustratedclients What are common situations that result in angry or frustrated clients?
Vignette: Angry and frustrated clients • What are positive words or behaviors that resolve anger and frustration?
Vignette: Angry or frustrated clients • What are negative words or behaviors that resolve anger and frustration?
Vignette: How to handle common question and concerns • What are common questions and concerns?
Vignette: How to handle common question and concerns • What are positive ways to answer common questions or concerns?
Vignette: How to handle common question and concerns • What are negative ways to answer common questions and concerns?
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