The Reciprocity Method™
Phrase Systems

The right words, ready when it counts.

Two card systems, one practice. One for the frontline, one for the people who lead them.

Compare the systems
Frontline · Card 3

Instead of

"No problem."

Say

"I’m happy to assist you. It is our pleasure. We appreciate you choosing us."

Side by side

Pick the system for the role you play.

  • For the frontline

    The Frontline Phrase System™

    For anyone who answers the customer. Nine moments customers remember, one card each.

    Instead of "I don’t know." say "I’ll get back to you by [time]."

    The nine cards

    1. The Communication Rules
    2. Delivery Essentials
    3. The Never-Say Card
    4. The Earned Ask
    5. The Influence Card
    6. The 9-Second Card
    7. The Bad-News Card
    8. The Challenged Card
    9. The Graceful Goodbye
    • Print-ready PDF for the counter or desk
    • Web edition that reads well on a phone

    $9.99one-time

    Get the Frontline cards

    In your library right after checkout. See the Refund Policy.

  • For the people who lead them

    The Leadership Phrase System™

    For anyone who leads a team. Nine conversations a team remembers, one card each.

    Instead of "Because I said so." say "Here’s why it matters to the customer."

    The nine cards

    1. The Five Levers
    2. The Coaching Rules
    3. The Assignment Card
    4. The Recognition Card
    5. The Quiet Card
    6. The Huddle Card
    7. The Input Card
    8. The Hard Conversation Card
    9. The Ownership Card
    • Print-ready PDF for the break room or office
    • Web edition with a Present mode for the huddle

    $9.99one-time

    Get the Leadership cards

    In your library right after checkout. See the Refund Policy.

Both systems

Every card reads the same way.

  1. 1The situation.Named plainly.
  2. 2What not to say.The reflex that costs you.
  3. 3What to say instead.Use it as written.
  4. 4Why it works.So it holds when the script doesn’t fit.
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