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Champions Create the Future Your insights into influencing the front of the house Slide 2 Youre the experts! Videos that show Directors of First Impressions being influential--or not Very specific behaviors that make the difference Influence principle: Likeability Slide 3 We need your input! Slide 4 Example: Vignette on Sensitive issues Slide 5 Negative behaviors Say well-meaning but hurtful things, like: Its natures way. Youre young--youll have more. Was it a boy or girl? Youll be pregnant soon and youll forget about this baby. You really couldnt afford another baby now anyways. Lucky you didnt have time to bond with it. I know someone who had three miscarriages in a row.... Slide 6 Positive behaviors Say and do positive things like... Im 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. Slide 7 Video #1: Making appointments What amazing acts of influence have you observed? What makes DFI especially likable during the appointment making process? Slide 8 Video #1: Referral to the RD What are positive ways to market RD visits? Slide 9 referral to the RD What are negative behavior or words? Slide 10 Vignette: How to handle emergency calls Slide 11 What is the most frequent emergency call? Slide 12 Emergency calls Negative behavior or words? Slide 13 Emergency calls Positive words or behaviors? Slide 14 Vignette: Handling angry or frustrated clients What are common situations that result in angry or frustrated clients? Slide 15 Vignette: Angry and frustrated clients What are positive words or behaviors that resolve anger and frustration? Slide 16 Vignette: Angry or frustrated clients What are negative words or behaviors that resolve anger and frustration? Slide 17 Vignette: How to handle common question and concerns What are common questions and concerns? Slide 18 Vignette: How to handle common question and concerns What are positive ways to answer common questions or concerns? Slide 19 Vignette: How to handle common question and concerns What are negative ways to answer common questions and concerns? Slide 20 Vignette: How to be a great team member Slide 21 I need your help! pammccarthy2@comcast.n et pammccarthy2@comcast.n et 651-484-3467 Slide 22 Thank you!