Speak like a John Lewis shop assistant to get on in life.

With shame I realise that I haven't posted this blog and had a discussion about speaking and accents. Here is the link

http://www.telegraph.co.uk/news/newstopics/howaboutthat/5445473/Teenage-shop-assistant-told-to-go-to-John-Lewis-to-learn-how-to-speak.html

The gist of the article is that a young female shop assistant of an aspirational gentleman's clothing store complained that one of their assistant's didn't present herself effectively. This was particularly with her speech. They suggested she observed how shop assistants at John Lewis spoke to customers.

Now, I have no idea how this shop assistant speaks and I have no idea how she interacted with customers. However, I do know that there are shop assistants and shop assistants, and those that I buy from interact with me as a human being; they have eye contact with me; they are pleasant and are interested in providing me with what I want. I am courteous to them and the whole experience of buying is a positive one.

If I receive customer care from someone who is disinterested; grunts at me; does the bare minimum; expects the maximum returns for minimum effort; is stroppy; tuts (or worse); aggressive; body language is disinterested or confrontational - I don't buy from them.

My decision is not based on the person's accent, but on their friendliness and willingness to interact with me.

I just wonder what this young woman's personality and attitude was towards customers?

Live and learn.

Positive Stories from the 'High Heel and Lipstick Memo' story at the Bank of England

As a business woman I could not fail to be surprised - well horrified by the headlines and story of women finance workers at the Bank of England receiving a memo instructing them to wear heels and lipstick in the office. Here is the link from the Telegraph report.

http://www.telegraph.co.uk/news/uknews/4421656/Women-workers-told-to-wear-lipstick-and-two-inch-heels-in-Bank-of-England-memo.html

The publicity was somewhat 'unfortunate' given the present profile of the finance sector, and it did nothing to reverse the myth (?) of sexism in the city. However, it did focus on the importance of 'image' within an organisation. It is usual for consultants to focus on the impact of physical appearance as a way to create an image. This is correct and it makes huge sense to have another person - professional or not, give you advice on the visual image you are portraying.
However, audio image - your voice - is equally important and the most important skill when you are on the telephone.

18 months ago, I worked with a dynamic Tyne side based estate agency. The majority of their business was with wealth investors from the South East, who were purchasing re-development projects and increasing property portfolios for £1M + figures. The enthusiastic staff had all had a 'make over' and they now wore a corporate 'uniform'. However, they had received feedback from
clients saying that they were put off by 'the manner' of the largely female employees. I did some research before working with them, and when calling the office, I could hear laughter, swearing and general 'horseplay' behaviour in the background. The receptionist also called me 'Pet'.
Now I spent three happy years in the North East at University, and I know that people from Tyne side are warm, friendly individuals. 'Pet' is a friendly term and not derogatory in any way. However, to a high powered business man who is wanting to invest serious money, this greeting is not welcome - and viewed with concern!
I also accompanied employees on viewings, and their interaction with potential clients was friendly - but again, not considered appropriate for the type of business relationship.
Through working with this fine group, we were able to establish an appropriate 'Speaking style' for the office: with clients and on the telephone. The employees were able to understand that in the same way as we wear work clothes, we have to adopt a particular type of 'work' behaviour and speech. We also created a framework of how to answer the phone, and awareness of behaviour in the office - to ensure nothing inappropriate was heard on the phone! Whilst not wishing to dampen the natural warmth and friendliness of the employees we were able to create a more positive, professional image that was appropriate for their business and the type of client they were attracting - and wishing to attract. As this work was conducted as a workshop: with everyone involved and valued, the whole team took ownership of this.
As a result, the employees felt they had received guidance on how to behave: the professional image they needed to adopt. For some, they had received no guidance on this before and was an invaluable skill to acquire. From the company's perspective, this changed their image in the eyes of it's employees, customers and competitors in a positive way.

So, although we can sniff at a headline about Image, it is worthwhile considering the image - visual as well as vocal, that we are projecting to our clients and competitors.

To have advice on how you can manage your vocal image, call 0844 576 3015 or email susan@executivevoice.co.uk