“It is all about making your ideas come alive in someone else’s mind, in someone else’s heart, in someone else’s soul”
Jim Cronin, presentation coach, business mentor, speaker and charity worker (1952 – ?)!
Speaking: The secret behind all great presentations
March 9th, 2010Customer service: Everything matters!
March 2nd, 2010
Someone once said, you have to be remarkable to be remarked about! I would amend that to read…you have to be remarkable or rubbish to be remarked about!
Earlier today, I popped into my favourite coffee shop for my customary latte and yet again, from my point of view, everything had to be right.
Was the front of the shop clean and inviting?
Could I walk through to the serving counter without bumping into chairs?
How long did I have to wait?
How did the staff greet me?
Any chance of a smile?
Was I the focus of attention or were the staff having a good old moan amongst themselves?
How long between paying and getting my coffee?
How was the coffee presented? Spills down the side of the cup?
Room to sit?
Clean tables?
Papers to read?
…and so it goes on!
No, I don’t have a physical checklist that I run through but like all customers I have a subliminal one and it registers when something is remarkable or rubbish!
What are your customers experiencing today and what are they telling others about you?
Life and living: Even eagles need a push!
February 19th, 2010
“The eagle gently coaxed her offspring toward the edge of the nest. Her heart quivered with conflicting emotions as she felt their resistance to her persistent nudging. “Why does the thrill of soaring have to begin with the fear of falling?” she thought. This ageless question was still unanswered for her.
As is the tradition of the species, her nest was located high on the shelf of a sheer rock face. Below there was nothing but air to support the wings of each child. “Is it possible that this time it will not work?” she thought. Despite her fears, the eagle knew it was time. Her parental mission was all but complete. There remained one final task – the push.
The eagle drew courage from an innate wisdom. Until her children discovered their wings, there was no purpose for their lives. Until they learned how to soar, they would fail to understand the privilege it was to have been born an eagle. The push was the greatest gift she had to offer. It was her supreme act of love.
And so one by one she pushed them. . . and they flew!”
David McNally, author and international speaker, June 1990.
Soar with those eagles!
Customer service: Dealing with Mr. Angry!
February 10th, 2010
Earlier today on national radio a Toyota owner was asked if he would buy a Pruis again. His answer… “Let’s see how they handle these recalls first”.
Whoever said that every cloud has a silver ling was bang on. These recalls, whilst undoubtedly regrettable, now present Toyata with a terrific opportunity to show their mettle, and strengthen and deepen their relationships with their customers.
How do you handle customers with complaints in your business? Do you and all of your staff handle them the same way? Have you got a consistent approach you all follow?
Here’s one companies approach….
1. Be sympathetic. Treat them as you would your best friend.
2. Listen very carefully.
3. Don’t get defensive.
4. Put yourself in their shoes.
5. Acknowledge their feelings.
6. Ask what they would like you to do.
7. Say what you can do, and can’t.
8. Do it.
9. Continue to own the problem until they own the solution.
10. Go back afterwards, review the outcome and check they are happy.
This process is not definitive. It’s so much better that you develop your own consistent approach. One for the agenda for your next team meeting, perhaps?
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Life and living: What’s in your hand?
February 7th, 2010Daryl Mather’s excellent recent blog post on Consulting Pulse highlighted the amazing skills of this man, Tommy Emannuel. Impressive or what?
In his hands…a guitar…and building on the words of Pastor Rick Warren, it’s a symbol of Tommy’s identity ( his job), his income (how he earns his money), and his influence (the source of his fame).
So, what’s in your hand? What gifts have you been given? And, what are you doing with them?
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Speaking: Your desired outcome is key!
February 3rd, 2010
“In classical times when Cicero finished speaking the people said how well he spoke. But when Demosthenes finished speaking the people said – Let us march!” – Presidential candidate Adlai Stevenson(1900 – 1965).
Well, if the desired outcome was marching, then take a bow Demosthenes!
So what’s your desired outcome from your next presentation?
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Speaking: Seven steps to speaker heaven!
February 1st, 2010
If you are looking to really connect with your next audience, take these seven simple steps and you will be well on your way!
1. Define your purpose. A short simple statement that points the way for you in your preparation, and your audience in your delivery.
2. Profile your audience. Its all about connnecting with them. How can you do that if you know nothing about them? Do some factfinding to help you prepare .
3.Map your structure. Don’t just go on a walkabout. There are loads of templates you can use to give your presentation shape and direction.
4. Add drama and impact. No-one wants black and white anymore. Give your presentation colour, e.g. humour, examples, stories, and vivid language.
5. Rehearse, rehearse and rehearse. Don’t be a dummy and practice in the final. And don’t believe any good speaker who tells you he/she doesn’t rehearse. It’s just not true.
6. Deliver with style. Be confident.You’ve done steps one to five, thats better than most speakers already, dress well, look the part and give them both barrels.
7. Review and revise. Seek feedback. What went well?, not so well?, learning for next time etc. Make a note and improve.
Thats all it takes! Honest.
Life and living: Things have changed!
January 25th, 2010
I lived here in Anderton Street, Ladywood, Birmingham at the time this picture was taken in 1968 (by Phyllis Nicklin, responsible for a great collection of “old Birmingham ” photos).
We had no electricity for a long period. The walls were covered in mould. We had one tap in the whole house, needless to say, a cold one. The toilet was outside down the entry at the back of the house and shared with four other families. And some b******d nicked the lead off the roof so the rain poured in.
My dad held out for a three bedroom council house in better condition. The council wouldn’t let him have one. As a result we were the last people to be moved out of the area. They eventually knocked down all the houses in the street and about six further whole blocks, and left us, last man and boy (me) standing, in a vast sea of mud about a mile square.
Its a long story. I will write the whole thing down one day. My kids will want to know.
In the meantime, I will stop moaning about the dripping tap, the noisy central heating boiler and the draught coming through one of the sliding doors.
Referrals: Are you on top of your game?
January 22nd, 2010
Referrals are undoubtedly the best and most efficient way to expand our client banks, and yet loads of people tell me they don’t ever get any!
Why don’t they? Could it be that it’s because they are not referable!
If you’re not on top of your game, then why should anyone introduce you to anyone else, unless its their worst enemy!
Sharpen up. Delight your customers. Make them proud to refer you on.
Speaking: Don’t leave your introduction to chance!
January 21st, 2010
Aaaaaaaaaagh! This is a big one. Really big!
Never, ever, no not ever, allow anyone to introduce you as a speaker using their own words, no, no, no!
In my early years I had all sorts of introductions , and never once did they lift my heart or my audiences! And thats what a good introduction should do, make your audience keen to hear your messages, and you the speaker even more keen to share them.
Your introduction should make you bounce onto the stage!
So, write it yourself and if you get stuck give me a call. I will help you, no charge.
I promise you it will set you apart as a speaker and get you connecting with your audience well before you’ve even opened your mouth ….and thats magic!
