Quick facts…
- Colorado Master Gardeners represent Colorado State University and their local Extension office while serving at public events.
- Professional appearance, active listening and respectful communication help create positive interactions with community members.
- Volunteers should provide reliable, research based information and avoid recommending unverified home remedies.
- It is acceptable not to know an answer. Volunteers should respond confidently and help customers locate trustworthy information.
- Customer questions and mistakes should be treated as opportunities to educate, support and build trust.
Introduction
Staffing a Colorado Master Gardener booth can be a lot of fun, but it can also present some unexpected challenges.
Colorado State University Extension staff, with some help from a friendly shark, developed this video series to demonstrate common mistakes that can happen at public events. Each scenario offers practical guidance for creating welcoming, professional and educational interactions with community members.
First, hear from Dr. Alison O’Connor of Larimer County Extension about representing Colorado State University and your local Extension office.
Dressing Professionally
When we’re out in the community as Colorado Master Gardeners, we represent Colorado State University and our local Extension office. However, these volunteers missed the memo about what to wear. Pay attention to what the customer says as she approaches this helpful but inappropriately dressed group.
Eating at the Booth
Potato chips might make a great snack, but eating them while assisting visitors can create an unprofessional and uncomfortable interaction.
Recommending Safe and Research-Based Solutions
Grandma may have had some great ideas, but her home remedy for weed control was not one of them. Listen to the ingredient list and consider the harm these ingredients could cause to more than just the weeds.
Listening to the Customer
Can you identify what the Colorado Master Gardener is not hearing during this interaction? This scenario demonstrates why active listening is essential when helping community members.
Giving Every Customer Your Attention
It can be difficult to interact effectively when several customers arrive at a booth at once. In this scenario, however, the number of customers is not the problem.
Keeping Personal Interests Separate
It’s game day at the Colorado Master Gardener booth. Who is going to win? Watch how personal interests can distract volunteers from providing helpful and professional service.
Turning Mistakes into Teaching Opportunities
A customer’s mistake can become an opportunity to share useful information. Practice responding with patience and respect, even when the customer made a significant mistake.
Managing Common Interruptions
The events in this scenario happen to all of us. Explore a few ways the interaction could be handled more effectively.
Responding with Patience
Can you hear the pain and frustration in this volunteer’s voice? Consider how tone and word choice can affect a customer’s experience.
Responding When You Do Not Know
This volunteer understands that it is acceptable to say “I don’t know” when she does not know the answer. However, did she give up too quickly? Consider what she could have done to respond more confidently and help the customer find reliable information.
Creating a Positive Interaction
This scenario demonstrates a welcoming, professional and helpful interaction between a Colorado Master Gardener and a community member.
