Improving Member Experience
Start
Coaching Playbook
This playbook is designed to help you coach your team with confidence, empathy, and consistency. Tap any section below to explore practical tools, real-world scenarios, and strategies you can use right away in your club.
Starting the Conversation
Giving Constructive Feedback
Collaborate on Solutions
Common Challenges
+info
Starting the Conversation
Tips for Opening Feedback Dialogue
Examples of Good Openings
Back
Giving Constructive Feedback
Support growth through thoughtful, timely, and collaborative coaching.
Tone & Timeliness
Feedback should be delivered in a calm, respectful tone and as close to the observed behavior as possible.
Why it Matters:
Timely feedback is more impactful and helps the team member connect the coaching to the moment.
Examples
Clarity
Start by asking the how they think the interaction went. Listen actively before offering your perspective.
Why it Matters:
Listening and ensuring clarity builds trust and ensures your feedback is relevant to their experience.
Examples
Context
Tie feedback to specific behaviors and outcomes. Avoid generalizations.
Why it Matters:
Specific feedback helps your team members understand what to improve and why it matters.
Examples
Shared Responsibility
Frame feedback as a shared goal. Invite the team member to collaborate on solutions.
Why it Matters:
Sharing responsibility empowers your team and reinforces that growth and success are a partnership.
Examples
Back
Collaborate on Solutions
One size doesn’t fit all! Click on each learner type below to learn how to tailor your coaching to how they learn best.
Learner Types:
Prefers talking through situations to understand and reflect.
Verbal Processor
Learns best by doing and practicing in real time.
Hands-On Learner
Responds well to visual examples and demonstrations.
Visual Learner
Learns best by watching and collaborating with others.
Peer-Oriented Learner
Back
Common Challenges
Click each icon to learn more.
Unclear Expectations
Low Confidence
Reading Cues
Competing Priorities
Back
Evaluation of the training
Underlying Issue: Employees may not fully understand what is expected of them, leading to confusion, hesitation, and inconsistent performance. Ask open-ended questions to uncover what the employee believes their responsibilities are. Clarify expectations using specific examples and outcomes.
Examples:
“Let’s work together to find a way that feels natural for you to start those conversations.”→ Encourages collaboration. “What do you think would help you feel more confident next time?” → Invites the ES to co-create solutions. “We’re both here to make these moments great — I’ve got your back.” → Reinforces partnership and support.
Underlying Issue: Employees may fear rejection, feel unprepared, or lack experience in Member interactions. This can lead to missed opportunities and disengagement.
- Role-play common Member interactions to build comfort.
- Provide scripts or talking points to reduce anxiety.
- Pair with a confident peer for shadowing.
Tips and examples for opening a feedback dialogue with ESs.
Step-by-step guide to delivering feedback
How to involve ESs in identifying growth opportunities
Includes coaching strategies for various scenarios
Examples:
“When you handed out the sample without greeting, it felt like a missed opportunity to connect.”→ Specific behavior tied to outcome. “Let’s talk about how we can prepare for when a Member asks about a product.” → Focuses on a real situation. “I noticed you smiled and made eye contact; that’s a great start. Let’s build on that with a product story.” → Contextualizes both strengths and growth areas.
Coaching Tip:
- Pair them with a strong ES for shadowing.
- Encourage peer feedback and shared learning.
- Facilitate team huddles to share best practices.
Underlying Issue: Employees may misread or overlook non-verbal signals, leading to awkward or ineffective interactions. This can be due to inexperience or cultural differences.
- Teach basic body language cues (e.g., eye contact, posture, facial expressions).
- Encourage employees to observe and reflect on interactions.
- Reinforce that it’s okay to ask Members directly if they’re interested or need help
Coaching Tip:
- Use role-play to simulate Member interactions.
- Practice Greet, Tell, Sell together.
- Give immediate feedback during practice.
Underlying Issue: Employees may feel overwhelmed by multiple responsibilities, leading to disengagement from Member interactions. Time management and prioritization are key concerns.
- Reinforce the importance of Member engagement as a top priority, even while preparing samples.
- Encourage them to let Members know when samples will be ready and invite them to return.
Coaching Tip
- Show examples of great interactions (videos or live demos).
- Use checklists or diagrams to break down soft skills.
- Encourage them to observe a peer and take notes.
Examples:
“I saw your interaction with that Member just now. Do you have a minute to chat?”→ Timely and respectful approach. “You’ve been doing great overall, and I noticed something I think could help you grow even more.” → Positive tone that encourages openness. “Can we talk about that moment while it’s still fresh?” → Reinforces the importance of immediate feedback.
1. "I wanted to review with you what happened with that latest interaction. How do you think it went?"
2. “Can we take a minute to talk about that last Member interaction? I’d love to hear your thoughts.”
3. “I noticed something during that demo and thought it could be a great learning moment. Mind if we chat?”
1. Choose the Right Moment
Pull them aside when it’s calm and private — not in front of Members or peers.
2. Lead with Curiosity, Not Criticism
Begin by asking how they felt the interaction went. This invites reflection and avoids defensiveness.
3. Focus on Behaviors, not Traits
Focusing on behaviors rather than personal traits helps avoid defensiveness andmaintains professionalism.
4. Acknowledge Their Effort
Even if the interaction wasn’t ideal, recognize what they did well.
Coaching Tips:
- Ask open-ended questions like “What do you think worked well?”
- Let them explain their thought process before offering feedback.
- Use casual, conversational tone to build trust.
Examples:
“How do you think that interaction went?”→ Opens the door for self-reflection. “Thanks for sharing your thoughts. Here’s what I noticed.” → Shows active listening before offering feedback. “Let’s break it down together so we’re on the same page.” → Promotes clarity and shared understanding.
Improving Member Experience
Jess Petersen
Created on November 4, 2025
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Transcript
Improving Member Experience
Start
Coaching Playbook
This playbook is designed to help you coach your team with confidence, empathy, and consistency. Tap any section below to explore practical tools, real-world scenarios, and strategies you can use right away in your club.
Starting the Conversation
Giving Constructive Feedback
Collaborate on Solutions
Common Challenges
+info
Starting the Conversation
Tips for Opening Feedback Dialogue
Examples of Good Openings
Back
Giving Constructive Feedback
Support growth through thoughtful, timely, and collaborative coaching.
Tone & Timeliness
Feedback should be delivered in a calm, respectful tone and as close to the observed behavior as possible.
Why it Matters:
Timely feedback is more impactful and helps the team member connect the coaching to the moment.
Examples
Clarity
Start by asking the how they think the interaction went. Listen actively before offering your perspective.
Why it Matters:
Listening and ensuring clarity builds trust and ensures your feedback is relevant to their experience.
Examples
Context
Tie feedback to specific behaviors and outcomes. Avoid generalizations.
Why it Matters:
Specific feedback helps your team members understand what to improve and why it matters.
Examples
Shared Responsibility
Frame feedback as a shared goal. Invite the team member to collaborate on solutions.
Why it Matters:
Sharing responsibility empowers your team and reinforces that growth and success are a partnership.
Examples
Back
Collaborate on Solutions
One size doesn’t fit all! Click on each learner type below to learn how to tailor your coaching to how they learn best.
Learner Types:
Prefers talking through situations to understand and reflect.
Verbal Processor
Learns best by doing and practicing in real time.
Hands-On Learner
Responds well to visual examples and demonstrations.
Visual Learner
Learns best by watching and collaborating with others.
Peer-Oriented Learner
Back
Common Challenges
Click each icon to learn more.
Unclear Expectations
Low Confidence
Reading Cues
Competing Priorities
Back
Evaluation of the training
Underlying Issue: Employees may not fully understand what is expected of them, leading to confusion, hesitation, and inconsistent performance. Ask open-ended questions to uncover what the employee believes their responsibilities are. Clarify expectations using specific examples and outcomes.
Examples:
“Let’s work together to find a way that feels natural for you to start those conversations.”→ Encourages collaboration. “What do you think would help you feel more confident next time?” → Invites the ES to co-create solutions. “We’re both here to make these moments great — I’ve got your back.” → Reinforces partnership and support.
Underlying Issue: Employees may fear rejection, feel unprepared, or lack experience in Member interactions. This can lead to missed opportunities and disengagement.
Tips and examples for opening a feedback dialogue with ESs.
Step-by-step guide to delivering feedback
How to involve ESs in identifying growth opportunities
Includes coaching strategies for various scenarios
Examples:
“When you handed out the sample without greeting, it felt like a missed opportunity to connect.”→ Specific behavior tied to outcome. “Let’s talk about how we can prepare for when a Member asks about a product.” → Focuses on a real situation. “I noticed you smiled and made eye contact; that’s a great start. Let’s build on that with a product story.” → Contextualizes both strengths and growth areas.
Coaching Tip:
Underlying Issue: Employees may misread or overlook non-verbal signals, leading to awkward or ineffective interactions. This can be due to inexperience or cultural differences.
Coaching Tip:
Underlying Issue: Employees may feel overwhelmed by multiple responsibilities, leading to disengagement from Member interactions. Time management and prioritization are key concerns.
Coaching Tip
Examples:
“I saw your interaction with that Member just now. Do you have a minute to chat?”→ Timely and respectful approach. “You’ve been doing great overall, and I noticed something I think could help you grow even more.” → Positive tone that encourages openness. “Can we talk about that moment while it’s still fresh?” → Reinforces the importance of immediate feedback.
1. "I wanted to review with you what happened with that latest interaction. How do you think it went?"
2. “Can we take a minute to talk about that last Member interaction? I’d love to hear your thoughts.”
3. “I noticed something during that demo and thought it could be a great learning moment. Mind if we chat?”
1. Choose the Right Moment
Pull them aside when it’s calm and private — not in front of Members or peers.
2. Lead with Curiosity, Not Criticism
Begin by asking how they felt the interaction went. This invites reflection and avoids defensiveness.
3. Focus on Behaviors, not Traits
Focusing on behaviors rather than personal traits helps avoid defensiveness andmaintains professionalism.
4. Acknowledge Their Effort
Even if the interaction wasn’t ideal, recognize what they did well.
Coaching Tips:
Examples:
“How do you think that interaction went?”→ Opens the door for self-reflection. “Thanks for sharing your thoughts. Here’s what I noticed.” → Shows active listening before offering feedback. “Let’s break it down together so we’re on the same page.” → Promotes clarity and shared understanding.