Be aware of background noises when you telephone

Today I received a phone call from one of my regular clients; she is always an absolute pleasure to speak to. She is a successful headmistress of an award winning school, and is such an inspirational person.

She mentioned that she is fed up with 'Government Officials' who call her throughout the day, asking for information; figures and checking she has received 'Urgent' information. She believes she has enough to do, without constantly speaking to them on the phone.

Last week, she had to cover a class, due to staff absenteeim, when the school secretary came into the class asking her to come to the phone "It is an urgent call and it can't wait". The secretary had explained that my friend was teaching, but this was not considered relevant; the caller had to speak to her NOW.

The headmistress was therefore surprised that in the background "The Teletubbies" was audible, and on several occasions during this 'important' telephone conversation, the caller stopped and said "Drop that", "Leave it" and other commands to a child who called out. It neither endeared my friend to the caller, or made her appear professional.

We all understand that there are emergencies when childcare is an issue, but there is always a choice of when important phone calls are made - and they certainly don't take place with children's TV (or infact a football match!) audible in the background. If you want to make a good impression and be taken seriously, either move to another room; do a call at another time or switch the TV to mute!

More information from http://www.executivevoice.co.uk

Watch your videos before you post them on your websites/Facebook etc

Recently I have been bombarded by an ambitious business woman who is selling her business club/services/training. There are regular emails; Tweets and messages on my Facebook account. Some of these messages are interesting but I was drawn to her website link that was advertising a series of teleseminars. It is always interesting to see what others are doing and how they are marketing them.
However, I was astonished that the marketing included a number of videos that had been posted on Youtube. My surprise was not that they were posted on Youtube but the quality of the videos. These: like a photograph, first personal appearance or voice podcast give the audience a strong first impression and ... well .... the first impression was NOT good. Not only would I personally not want to participate in training with her but wouldn't want to listen to her teleclasses. I don't want to be unkind; I am sure she is very good at what she does, but my opinion is based on seeing her video.
So... here are some tips if you are going to add a video to your website or post it onto a site like Youtube.

1. Plan what you are going to say beforehand.
2. Practice what you are going to say.
3. Do a runthrough recording, so that you are used to the 'pressure' of being recorded.
4. Check what you are wearing: that it doesn't look awful on the screen. (Geometric patterns are particularly unflattering).
5. Check where you are standing; what is behind? Does this class with your clothes? Is it distracting? If necessary, change where you record the video.
6. After recording, watch your video.
7. Be critical but not neurotic about the video.
8. Ask your self the following:

• Do I come across in the way I wish to portray myself?
• Are my facial expressions and posture positive and professional?
• Is my voice clear; audible and understandable?
• Am I speaking too fast making it difficult to comprehend?
• Are there lots of 'ums, ahs,' and other verbal garbage?
• Am I looking at the camera as if I am having a conversation with the audience or moving my head around (which is distracting and cuts you off from the audience)?

If necessary re-take the video and then ask the same questions.

Podcasts and vidcasts are a brilliant way of communicating with potential customers and clients. This is on my list to do, and in fact I have purchased a Flipcamera for this purpose. However, it is important to be aware of how you portray yourself and if necessary have training for this purpose.

For more details of Executive Voice's training and other services go to http://www.executivevoice.co.uk

First Impressions

Last week I had a meeting with one of my NSN Clients www.nsn-productions.com The clients were from a highly regarded Luxury Hotel where we had provided the entertainment over the Christmas Season. The clients were thrilled with our service and the quality of entertainment my team delivered. However, the operations manager said to me; "The ****** band were really good, but there was something not quite up to scratch....". On quizzing her further, she shared a nugget of gold with me: they didn't present themselves well in her opinion. She then elaborated by saying that the first impressions she had of the band were negative; one or two of them (the sound engineers) were quite scruffy, and they appeared cocky and laid back when they arrived at the venue. She expected them to raise their game to meet the expectation of the clients of a Five Star Hotel. The other musicians were all charming, well presented and, well, showed up this band!
The other manager said that he was really surprised because normally our musicians present themselves so well; they want to be part of the team at the hotel: dress well: are polite to everyone and will 'Have a chat' with a client if they wish to discuss things. He no longer used musicians from another agency because they appeared 'grumpy'.
This conversation made me consider further the idea of 'First impressions'. So much emphasis is put on your personal appearance, and I don't disagree that this is very important. The client, however, had mentioned that the band were cocky and laid back and that they like entertainers that will engage with the clients.
From a vocal and communications perspective, these are key 'presentation' areas we should be aware of, when making first impressions.

• Impressions are made from when you arrive at a venue, not when you meet the person you have arranged to meet. Be polite to everyone!
• Impressions are made when you arrange to meet someone new by telephone or even email; ensure you are making a 'good' impression when doing these.
• The first impression a client might have of your business is hearing your answer phone message; listen to it with an open mind. Does it reflect well for your company? If not change it!
• How you answer the phone will force a new client to make an opinion of your company. If you are busy - don't answer the phone - it will come across. Consider how you and your colleagues answer the phone.
• Check websites, emails and letters for 'typos'. Personally, I don't believe spelling mistakes and 'Text' writing reflect well on a person or a company. Of course I could be old fashioned!
• My friend Anna swears by expensive envelopes and first class stamps to create a good impression. Her philosophy is that a second class stamp indicates that the receiver isn't important enough for a first class stamp.

I had a meeting with the manager of the band. We both felt this feedback was invaluable for her band. They hadn't grasped the importance of presentation from when they arrived. Like many people, they believed the impression would be made when they delivered their act. They are now reviewing their whole presentation, from what the sound engineers wear, to a smart wardrobe of clothes for band members when they arrive and before they change into their stage clothes. In addition, they are purchasing long dresses for the ladies and DJs for the men. This is an opportunity for them to aim high and present themselves as a class act. I'm pleased to say they're grasping this concept as a new opportunity!
To discuss any presentation issues see www.executivevoice.co.uk