Manager's Toolkit #4

phone: 215.413.1969 fax: 215.413.2824 e-mail: wleebov@wendyleebov.com

		Manager’s Toolkit 4: First Impressions Last “The first six seconds set the tone.”
		Why a toolkit to help create consistently positive first impressions? While meeting and greeting customers in an impressive way seems like it should be simple, it is not easy. It takes leadership and strategic effort to establish great greetings as standard practice. That’s why you see great greetings in so few businesses. It is a matter of design and persistent effort. This toolkit helps managers work with staff to identify effective greeting practices, institute them, build staff skills, evaluate their effectiveness and keep positive behavior changes going over the long haul.
Content

Toolkit Content	Selected Tools
Focus Everyone on First Impressions	Background Info for Leaders Fact Sheet for Staff
Raise Staff Awareness of Current Practices	Lessons from Patient Survey Data “Am I a Role Model?” “Ask Customer” Survey
Design and Try Out Greeting Protocols	Basic Greeting protocols Job-Specific Greeting protocols Staff Meeting Format for Design Work Job Aids
Institute Impressive Greetings as Standard Practice	Communicate Expectations to Supervisors and Staff Hire Great Greeters Build Greetings into Jobs and Performance Reviews
Build Staff Skills and Habits	Round Robin Skill Practice Personal Coaching Session: Calling People by Name Reminder Systems
Evaluate the Implementation of People’s Greetings	Implementation Check Evaluation Checklist Quick report Card
Employee Recognition Tools	Caught-in-the-Act Coupons and Telegrams Team Recognition Meeting Recognition Ceremony and Group Celebration

Toolkit Pricing	$50/each Design for 90-minute Management Briefing (to orient management groups to each toolkit): $65 License to copy and distribute to multiple managers: $8/manager