“Hey Jordan, I noticed you’ve been keeping the line moving fast lately. Can we take a minute to chat about how things are going at the window?” - C- Connect First, “I noticed in the last few member interactions, you kept things quick but didn’t have time to ask about their other needs.” - O – Observe what you saw/heard, “What do you think might help you balance speed and connection with members?” - A – Ask open-ended questions, “Let’s think together, what’s one small thing you could try in your next few conversations to uncover member needs?” - C – Collaborate on next steps, “I liked how you slowed down with that last member. What did you notice worked well there?” - H – Highlight progress,

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