The 'Fine Dining' experience - apply it to your business

I'm bowled over by the excellent Michel Roux's Service on BBC 2. Michel has picked a group of young people wishing to go into the hospitality industry, and train them up to become excellent employees - and the offer of scholarships to two participants, to enable them to study further.

The first point that struck me was that the young people had little experience of receiving good service; how could they anticipate how to provide good service. As Mary Portas is exploring, High Streets don't offer a good customer service, and a number of food chains also don't focus on this side of the business.

I have experienced working with one of Michel's teams recently, in my capacity as an entertainment provider. I was struck by how hard everyone worked; how they anticipated what was required by the clients BEFORE the event as well as during, and how they welcomed us into the team: giving us positive feedback throughout the evening. We all felt very privileged to be part of the team! I will be blogging on this programme again!

So what does this programme offer business owners that aren't in the Hospitality industry? A smile; what you say (for example Good morning, not hiya!!) and an engaging body language are all ways of making a huge impact; a 'Magical Moment' for the client. Executive Voice offers individual and team training in using the voice and body language; to engage your employees with clients.
Call us on 0844 576 3015 for more details

Smile, Speak, Serve

Last night I watched the wonderful Mary Portas in her new crusade to improve customer service within the Retail Industry. Everyone has experienced poor customer service when shopping, and it is very frustrating at times. I have stopped shopping at certain shops due to the shop assistants' attitude.

However, poor customer service is not exclusively found within the retail industry and it is something we ALL need to be aware of, since the majority of use work within the service industry, or if we are selling a product, there are still customers that require service for delivery of the products. Mary is quite right in saying that good customer service elevates a business to a new level.

I like Mary's somewhat cheesy take on customer care: "Smile, Speak, Serve", but it can be applied to any business situation.

Smile: When you smile you become more approachable; you voice alters becoming less tense. This is something that can be applied on the telephone as well as face to face.

Speak: Engage the customer; acknowledge they are there; welcome them. Answering the telephone the first thing one says could be "Good morning" - you'd be amazed at how many businesses don't answer the phone like this.

Serve: "How can I help you?" is the easiest thing to say, whether you are face to face or on the phone.

The programme didn't touch body language or intentions. Unfortunately some people are trained to say particular things (scripted cold calls for example, rarely sound authentic), and they can sound insincere or their body language is saying something else.

It is a very interesting programme and certainly I'm hooked! I look forward to the next programme which I will be blogging about.

For more information on how to speak on the phone, buy our CD "Make an Impact on the Telephone"

How do you present yourself as a company?

Yesterday I attended a large Exhibition in London. I was struck by how different organisations presented themselves within this busy, competitive market. For me, it wasn't the stands that were the largest, or that had cost the most, that drew me in. On occasions, it was the tiniest stands that didn't have all the gimmicks, that enticed me to ask questions and engage with the company.

In the end, it was down to the people manning the stands; how they presented themselves; their body language, manner and attitude that attracted my attention: and I have to say, that of others. When they appeared friendly and inviting, people responded. No matter how many chocolates and biscuits were available, it was the people themselves that made all the difference. No prize draw made up for unfriendly people!

So what can we learn from this?? As a company, you are only as good as your staff; even if you have the best products around, if you do not have staff that engage potential and existing clients, your business is going to suffer.

We support businesses of all sizes to present themselves, via their staff, to clients and potential customers. For more details go to http://www.executivevoice.co.uk

How you react to the snow and what it shows your clients

Yes: it's snowing and schools and businesses are closed. Yes: the roads are dangerous and we are wise to remain at home, unless you can walk to the shops and have suitable footwear.
My dearest brother walked 6 miles to his school; only to find it was closed. However, he was able to advise parents that it was shut.
On the other hand, I have just heard a TA from my son's school had made an 'executive decision' not to come into school; yet was shopping at Tescos (round the corner from the school), in order that her husband's business had enough food to serve today. Goodness me; she's committed.
I know of people: including my husband; who had taken the time to plan his work today, so that he could complete it from home. Other businesses have had 'snow plans' in place; where execs have stayed in hotels close to their offices to avoid important meetings being cancelled, or they have provided access to the company website in order that they can work from home.
Small businesses that we have had dealings with have been in touch today, to say that their services aren't available today, due to staff not being able to come in, or that the premises haven't been opened. At least they have been professional enough to contact us.

So what does that tell me about your business if you aren't open, or are not communicating? What does it tell me about individuals who will not go the extra mile (i.e. by suggesting they work from home or plan their workload so they can complete it at home and be in touch by phone)?
Certainly I understand that it is impossible for some businesses to be open. I am, however, really pleased when the Pilates teacher calls to say that the lesson is cancelled and that I will be refunded. I am disillusioned by the TA who can't be bothered to come into school, yet is available to work at her husband's cafe. (The school was going to open, but people like her saying they couldn't come in, forced the head to change her decision). It is the 'duvet day' type people that give an organisation a really poor image and we wish to avoid this if we are a valuable organisation.

So... How do we communicate with our customers and clients that we ARE a professional company?

• Have an automated email message, stating you are open
• Redirect phone numbers to a home phone (you will have needed to do this before if you aren't in the office)
• If necessary, email or phone clients
• If you have to close or are not able to offer a particular service; let your customers know.
• Don't give in by appearing wimpy; keep going!

Good luck.

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.

How speaking Jargon can reduce the impact you have when you speak

I read the following article in the Sunday Times yesterday and had to comment!

http://www.timesonline.co.uk/tol/news/politics/article6493420.ece

Different groups do have their own jargon; I know that there is syntax and specific words for music; some of which are universally used to describe how to perform a particular piece of music. This vocabulary and the signs are part of the knowledge a young musician learns as part of his or her musical development, so that s/he can interpret music and composers. However, the music profession has been very good, in recent years, to 'demystify' this aspect of music, to ensure it isn't viewed as being 'elitist'.

Likewise the medical profession; which of course requires high levels of knowledge and expertise, has 'jargon' and a language appropriate for it's profession. Visiting the GP as a child was an extraordinary experience with GPs speaking to you as if you were an alien. Times have changed; again, the profession has addressed this issue and GPs and medical students are trained to communicate clearly with patients.

Why then does the Government: and Local Government speak in a more 'jargon filled' way? Speaking to teachers, they feel that they require an interpreter for some of the directives they receive from the Government. Not only does it add additional stress but it devalues their status as professionals and experts at teaching.

Possibly the Government is trying to 'put wool over our eyes' so that we don't fully comprehend what is being said. By making simple issues appear complicated, it adds power to them....

My message to you, readers, is that if you wish to engage with customers, audiences and clients, try to speak their language, or modify your existing jargon, so that they will understand. Certainly at Executive Voice, we have modified complicated technical language, and created easy to understand models and analogies to support clients. Good luck.

For more information contact Executive Voice http//:www.executivevoice.co.uk

Great Customer Care - Ryan Air Style

I am just going to paste the link on - and invite comments...


http://www.timesonline.co.uk/tol/travel/your_say/article5773179.ece

Excellent Customer Care

I received the following story of customer care from a reader of this blog:

For all Who Work With Rude Customers:

An award should go to the Virgin Airlines desk attendant in Sydney
some months ago for being smart and funny, while making her point,
when confronted with a passenger who probably deserved to fly as
cargo.

A crowded Virgin flight was cancelled after Virgin's 767s had been
withdrawn from service. A single attendant was rebooking a long line
of inconvenienced travellers. Suddenly an angry passenger pushed his
way to the desk. He slapped his ticket down on the counter and said,
'I HAVE to be on this flight and it HAS to be FIRST CLASS'.


The attendant replied, 'I'm sorry, sir. I'll be happy to try to help
you, but I've got to help these people first, and I'm sure we'll be
able to work something out..' The passenger was unimpressed. He asked
loudly, so that the passengers behind him could hear, 'DO YOU HAVE ANY
IDEA WHO I AM?'

Without hesitating, the attendant smiled and grabbed her public
address microphone: 'May I have your attention please, may I have your
attention please,' she began - her voice heard clearly throughout the
terminal.

We have a passenger here at Desk 14 WHO DOES NOT KNOW WHO HE IS. If
anyone can help him find his identity, please come to Desk 14.'

With the folks behind him in line laughing hysterically, the man
glared at the Virgin attendant, gritted his teeth and said, 'F...
You!'

Without flinching, she smiled and said, 'I'm sorry,
sir, but you'll have to get in line for that too.

So do you think this was the best response???

The curse of the answerphone message!

Recently, I have been contacting a variety of organisations and companies. On a number of occasions I have been confronted by the dreaded answerphone! Now I understand that individual people aren't at their desks 100% of the time, but an answerphone can be the first contact a potential customer has with a company or service.

Answerphone messages varied from totally inaudible speaking, to messages that were so fast, one wondered whether the person was running out of the room as they recorded it! Other telephone numbers were largely inaudible and I did not receive much confidence in the companies' services.

There was even an accountancy company: with 20+ employees, that had an answerphone system that invited you to select 'speaking to an operator' as an option - only to be put through to - ANOTHER ANSWER PHONE!! In this case, the argument for a diversion service to a key person in the organisation, whilst the operator was busy, was quite a strong one. I certainly wouldn't bother about rephoning and I wouldn't bother to buy into their services.

There are a number of issues surrounding answerphone messages. Yes, companies need to have a number that people can contact them outside office hours. Individuals are not going to be at their desk for 100% of the time. However, any message a customer receives when they contact an individual or company should reflect positively on that company - otherwise the customer will be lost.

Key ways of ensuring your answerphone message is effective:

1. Speak clearly and slowly, pronouncing key words carefully.

2. Any other contact telephone numbers should re recited clearly and repeated to give the caller time to take the number down.

3. Take your time to compose yourself before leaving the message on the answerphone: a stressful person records a stressful message!

4. If you are leaving a message from your mobile phone, make sure you speak very clearly; if reception is not very good, this will be reflected in the recording.

5. Consider redirecting your personal number to a VA or a colleague to ensure the client receives a human/personal contact.

I think there is more blogging potential from this topic - including getting organisations and departments to take responsibility for answering calls effectively and also leaving answerphone messages more clearly! There will be more soon!

How do you say it?

Earlier this week I attended a charity evening "shop" at a mid-market ladies dress shop. It was a very pleasant evening with champagne, canapes, treatments from some charming girls, goodie bags and an opportunity to purchase at a 10% discount! I planned to buy some of my winter wardrobe there.
I was just looking at some dresses on a rail when a shop assistant barked at me "Move, I have a customer with me!" Somewhat stunned, I realised that she was actually speaking to me: a potential customer... I would have been horrified if one of my team, representing my company had spoken to anyone like that, and needless to say I left the evening very soon after, having not bought anything.
Yesterday I went to the Royal Albert Hall to see a concert. Unfortunately the lighting had been set so that our whole section had a blue or white light shining directly into our eyes. We all spent most of the first half covering our eyes, and needless to say, we could hardly see when the lights went up. I decided to find the front of house manager, to let him know of the situation and to request that new seats could be found. I was courteous, and he responded by being most helpful; he found us outstanding seats in the upper stalls, and arranged for everyone that wasn't in our party to also be re-seated. I left feeling very positive about the outcome and the service that the RAH provided.
The way we address people affects the outcome; I have no further plans to visit the dress shop again because I was treated appallingly, yet I will return to the RAH very soon. I am sure my request for seats would have been treated less positively had I approached the situation differently; front of house managers can find limited view seats when required...
When addressing strangers - in particular, it is a thought worth bearing in mind...