Canary Wharf tips -for Personal and Leadership success

Does your bank or credit card company do this to you also?

2009-07-26T23:05:00.002+01:00

For the third month running, the commercial bank where our company does business has included payments already received as outstanding balance and charged interest when none is payable.

On the first occasion, when the complaint was made, the bank’s representative promised to make the requisite adjustments. He advised also that in making the payment, just omit the interest charges as they were not applicable.

Second time around, not only was interest requested when none was due, but payments made already were recorded as both having been credited and as outstanding balance. So, the bank was asking not just for interest, but for the same bill to be paid twice. The response from their Customer Service to explain this muddle was that when the first complaint was made, the bank’s representative had not made the requisite adjustments to their system. So, second time around the bank confirmed on the phone and in a letter received subsequently the amount that was due (also reflecting previous overpayment), a promise to monitor the situation and a credit of £5 for the additional telephone cost to make the complaints. Of course, £5 could not compensate for the time already spent tracking our records to ensure there was not an oversight at our end and the irritation in dealing with the customer service representatives where the systems had to be checked and rechecked. Although, it is fair to say that on both occasions on the phone, the customer service representatives seemed puzzled as to why the problem had occurred.

As if twice was not enough, the most recent statement again comes with a request for payment already received and shown as a credit and, you guessed, even more interest.
Has anyone had a similar experience with a UK bank and what actions did you take to resolve it?

Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk/Events.htm
www.tipsbookletsinternational.com

The Apprentice Series 5 teaches us what not to do ....

2009-05-10T17:48:00.003+01:00

Lots for food for thought in Gemma Middleton's article on Training Zone. In my view, the apprentices in the recent series provide useful lessons of what not to do especially when working in teams.

Having not paid only passing interest in previous series, but taking time this time around to watch the 2009 series of The Apprentice, I was surprised to find that it was listed in the Entertainment category on the BBC iplayer. However, having seen the first three editions, it became evident that entertainment was a primary objective, not education. The BBC does concede that the genres factual and money are applicable, with suitable links.

Importance of self, business values, limited research before launching into sales are some of the lessons shared so far. Years ago, there was a popular saying that there is no 'I' in team. The Apprentice shows that 'I' is most important even when part of a group labelled 'team', as it's winner take all -at all costs.

Veronica

2 for 1 –Finance, Accounts & Budgets workshop in London (14 May 2009)
Interactive workshop for small business owners and managers. Tel: 08450542870. www.executive-solutions.co.uk/business.

Executive Solutions (Training) Ltd, London, UK
www.tipsbookletsinternational.com

The secret of engagement –a perspective for trainers

2009-04-17T18:34:00.003+01:00

Another timely and well thought out article packed with helpful tips for trainers on Training Zone (http://www.trainingzone.co.uk/cgi-bin/item.cgi?id=196942). I agree with Stephanie Sparrow on the importance of careful and detailed planning. Trainers need to be flexible to adjust and adapt in response to specific needs of delegates.

Sometimes, however, there is apparent confusion between planning and preparation. I have heard other views that thorough preparation will ensure effective learning. However, without considered thought to planning each aspect of the training and relating tasks and content to objectives and desired outcomes, much time would have been wasted in preparing materials that will not let delegates of all learning styles and interests get maximum value from training.

One of my favourites for follow up is have delegates use postcards to record two or three specific actions they will take as a result of the training/learning experience. They return their completed cards to me, then four to six weeks later I send them a reminder of that commitment.

Sometimes it's a gentle and timely reminder, sometimes it reveals more than just three follow up actions implemented.

Veronica

Understanding Finance, Accounts & Budgets -14 May 2009

NB. Businesses in London (5 – 249 staff) eligible for up to £1,000 training grant

You know the best recession busting strategies for business success? Join the poll://polls.linkedin.com/p/25526/lquxe

Executive Solutions (Training) Ltd, London, UK
www.tipsbookletsinternational.com

Networking -beyond the exchange of business cards

2009-03-29T17:43:00.001+01:00

Excellent and timely article on networking by Roy Shepherd on Training Zone (http://www.trainingzone.co.uk/cgi-bin/item.cgi?id=196010).

A note of caution –it’s the quality of the interaction rather than the quantity of business cards that determine the effectiveness of networking.

On occasion two or three meaningful conversations can lead to one firm opportunity rather than a collection of six or sixteen business cards.

Some networkers suggest that when you meet someone, you should give them two of your business cards, rather than one, as they may then give your card to another of their contacts. There is a danger with the two card offer, as it can result in both your business cards being discarded, as the recipient has no interest in your business and decides against passing on your card. If, however, you are asked to give additional cards, as I was recently, this is definitely worth doing, as there is a high likelihood of your card being passed on, NOT binned. My recent request for additional cards came from a consultant I met a few months ago and we are both members of a business network. No bookings as yet from giving additional cards, but I would not be surprised with enquiries from this referral.

Continue to shake more hands, exchange more cards and -yes, improve the quality of our discussions when networking!

Veronica
Website: www.executive-solutions.co.uk

Understand your Finance, Accounts & Budgets -14 May 2009 (www.Eventbrite.com)
NB. Businesses in London (5 – 249 staff) eligible for up to £1,000 training grant

What do you think are best strategies for business success in a recession? Share your views at: http://polls.linkedin.com/p/25526/lquxe
http://executive-solutions.blogspot.com/

Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

Robert Peston at DeVere in Canary Wharf last evening

2009-03-12T10:30:00.002Z

Robert Peston at DeVere in Canary Wharf last evening, 12 March 2009
East London Business Place (ELBP) hosted at event at the Canary Wharf venue of DeVere for small businesses -and what an enjoyable evening it was. Robert Peston of the BBC, from Financial Crisis/Economic meltdown fame, was the guest speaker.

Very instructive to hear in plain English the financial crisis explained and implications for business -and yes, there are opportunities.

Later, in conversation with another business owner, it was reassuring and refreshing to hear about many clients who are actively growing businesses at present, both in the UK and abroad.

There is some good news, despite troubling economic times.

Very enjoyable evening!

Veronica

PS. Does anyone else know of actively growing small businesses, despite the recession?

Are you worried about Your financial future? Here's the workshop for you:

Understanding Finance, Accounts & Budgets -Tuesday, 17 March 2009

Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

Soft skills training for IT experts & engineers

2009-01-23T22:45:00.003Z

In an article on learning styles, posted on the British Computer Society's website, Salama Shah, Director of Beyond, made an excellent observation:

“Industries such as IT and engineering are beginning to understand the benefits of personal development courses alongside upgrading technical skills. The performance levels of a self-aware, communicative, emotionally intelligent and a positive team are far greater than a group of technically brilliant, yet socially challenged, individuals”.
Salma Shah, Director of Beyond

Do you agree with Salama?

Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

Excellent article on using Twitter from Business Zone

2009-01-15T10:28:00.008Z

Ten excellent tips in an article from Business Zone on how Twitter can be used by businesses.

Here’s the link.

http://www.businesszone.co.uk/cgi-bin/item.cgi?id=193304&d=1095&h=1097&f=1096

It will be great to hear of any gems that you have on how social networking sites can be good for business.

Veronica

Are you on Twitter? Then say hello, please http://twitter.com/VeronicaBr

Speaking with Confidence (more than 80 useful tips in 30 pages)

Confident Communication and Professional Image Building, London -27 January 2009

Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

How to resolve your Financial and Accounting puzzles in 2009 -for owners and managers of small businesses

2009-01-11T20:43:00.004Z

After a busy start to business in 2009, I am collaborating with a finance expert to develop a new course on understanding finance, accounting and budgeting for small business owners.

This course is our response to concerns shared by some business owners as they position their business to survive and prepare for growth during the global economic downturn. These owners feel that they need to increase their understanding instead of continuing their over reliance on their book keepers and accountants to tell them what's happening in their business. A few felt they were fortunate to have accountants who provided them with business advice on planned expansions, however, these owners feel they need to become more informed and feel comfortable asking meaningful, well-informed questions about financial information on their business.

Please email me with those financial and accounting terms that confuse you and you would like to know more about. Email: vb@executive-solutions.co.uk, with Finance and Accounting puzzles in the subject line.

Have an enjoyable week!
Veronica

PS. For businesses based in London, ensure you benefit from the Train to Gain grant for leadership and management training.

Tired of receiving poor customer service, inside and/or outside your organisation? Then, contact us for the solutions.
Speaking with Confidence (more than 80 useful tips in 30 pages)

Confident Communication and Professional Image Building, London -27 January 2009

NB. Businesses in London with 5 – 250 employees eligible to receive £1,000 training grant

Executive Solutions (Training) Ltd, London, UK
www.executive-solutions.co.uk
www.tipsbookletsinternational.com

All’s well that ends well

2008-12-31T16:20:00.000Z

A pleasant customer service experience over the phone earlier today prompted me to share this tip as a reminder of the huge rewards that companies get from handling customer complaints effectively.

Having ordered a set of colour glaze mugs online along with four other items, you can imagine my dismay when on opening the package, I discovered that FOUR of the six mugs were broken. Not cracked or the handle badly broken, but smashed into numerous fragments!

Another two fragile items were undamaged, so the inconvenience was most unwelcomed, especially at this time of the year. Online shopping was meant to help me manage time better, not waste it.

On calling customer service and providing details or the order number and damaged item, the agent indicated that she’ll order another set out. She listened, understood the problem, assessed the situation and offered a solution. Within two minutes, she had offered a solution, taken a note for the manager and apologised on behalf of the company she represented. That is what I consider ‘Customer Service Excellence’!

‘Improve Customer Service’ is the first of my seven tips on how to recession proof your business. Here’s why: When businesses treat ‘EVERYONE’ as a valued customer (internal and external). It pays dividends with motivated staff and loyal customers. Loyal customers provide referrals.

What the customer service agent did was to convert a potentially charged situation into a pleasant experience and in the process raised the credibility of the company in my view. Yes, a referral for that company is one I am happy to make.
Best for 2009!

Veronica

www.executive-solutions.co.uk/Events.htm

Why not join me on Twitter? Here’s the link to say hello: http://twitter.com/VeronicaBr

Recession proof your business -retaining and attracting customers

2008-11-24T10:07:00.000Z

In a recession, businesses selling training and coaching services to other businesses face huge challenges to get customers to continue investing in staff as a way of increasing business success. An economic downturn does present opportunities for some businesses as they expand their products and services to a wider range of customers.

Businesses are faced with the uphill task of retaining customers and attracting new ones cannot rely on a bruised and demoralised sales and marketing teams.

Here are seven steps you can take to ensure you retain existing customers, even as you attract news ones:

* Improve customer service. Treat everyone as a valued customer (internal and external). It pays dividends with motivated staff and loyal customers. Loyal customers provide referrals.

*Repackage your services or products to include a menu reflecting the varied needs of clients. Clients will benefit by getting greater value for money.

* Offer post-sale support, e.g., free advice, instead of selling another ‘solution’ immediately.

* Reward client loyalty –provide free reports or product samples.

* Be flexible. Make it easier for clients to do business with you. Go to them, rather than having them come to you.

* Provide incentives for new clients, discounts for multiple purchases.

* Invest in staff training, especially in improving customer service and innovative approaches to winning new clients.

Difficult economic climate calls for creative solutions and innovative approaches and repositioning of businesses.

What do you think? Do share any additional suggestions you have of what has worked in your organisation.

Veronica

http://www.executive-solutions.org/

-How a telephone company misrepresented its reward for customer loyalty

2008-09-14T18:36:00.000+01:00

A representative of my broadband provider telephoned and proceeded to congratulate me on being a loyal broadband customer. Yes, I agreed readily. She indicated that the company wanted to reward my loyalty with a discount on monthly broadband charges. Great News I though! This caller not only got my attention, but gained my interest.

Next she stated she will need to go through a few questions with me. At first this seemed a reasonable request, but as I considered this a seed of suspicion was sown. Why, I asked myself if I was being rewarded for loyalty does she need to ask further questions before she could indicate the level of discount I would receive for this loyalty. I gave voice to my thoughts and in response to my question she replied that changes could not be made to my broadband account without my permission. Still seemed like a rational request, despite the seed of suspicion germinating in my thoughts. Nonetheless, I agreed to answer her questions.

Well it’s, the first one that caused me to loose any desire for whatever reward she was about to offer for my loyalty as a broadband customer.

She asked “Will you be renewing your broadband contract for another 12 months?”

Contrary to the caller’s assumption, I do not make decisions about entering into new contracts without first understanding the terms. Neither would I decide to extend a 12 month contract with a utility provider in a 90 second conversation.

What the caller had done was to impose conditionality in offering me a reward for loyalty. In business, rewards for loyalty should be unconditional. Rewards are not based on what you will do in future, they are a consequence of what you did in the past.

In that moment, I recognised also that what the rep had phoned to offer was not a loyalty reward but an incentive for customer retention. There is a significant difference between the two. The former rewards past behaviour, the latter provides an incentive for further positive action.

Here was a telephone provider that was unapologetic about the fact that the company’s focus was on sales not service to customers. The marketing department or the company putting together the marketing campaign failed to recognise that with excellent/exceptional customer service –additional sales are generated automatically directly from the current clients and indirectly from referrals made by those clients.

If your organisation considers customer service to be a key part of your business success, then your marketing strategy should be consistent with this, not contrary to it.

Here are FIVE key points marketing departments and companies should remember when developing the telephone script for the marketing campaign:

1. Rewarding customer loyalty is ‘unconditional’. Loyalty is based on past actions and rewards should be offered without any conditions. This, however, does not prevent companies from providing incentives for customer retention.

2. Providing incentives to loyal customers is an effective way of encouraging them to use your services in the future. Incentives for customer retention should be in addition to, not in place of or a replacement for rewarding customer loyalty. Indeed, in some circumstances, incentives can be provided instead of a reward for loyalty.

3. If convinced you provide a high quality of service to customers and would score high in customer service surveys, you can feel confident that not providing a reward for customer loyalty would not dissuade your customers from accepting an incentive for continuing to do business with your organisation.

4. Companies with less than satisfactory quality of customer service have reason to be cautious about providing incentives only. Such businesses may want to consider offering both rewards and incentives to customers. Rewards would then be used as a way of compensating customers for providing less than satisfactory service. In addition to promising improvements to the customer experience, you can also provide incentives for customers to continue doing business with you.

5. Find out what are your customers present needs and what you can do to improve customer satisfaction. Customer services surveys provide invaluable information on what else can be done to improve the customer experience and exceed customer expectations.

By rewarding the past, providing incentives for the future and addressing present views and needs, businesses are well on their way to ensuring not only high levels of customer satisfaction, but even greater levels of customer retention and increasing frequency of customer referrals.

Another group of key ingredients in the recipe for ‘Staying ahead of Competitors’.

It has been a while, but here's a bonus

2008-07-27T18:56:00.000+01:00

Yes, after a hiatus of more than two months since my last post, but what a hectic time it has been.

Developing new training courses, both customised based on clients' needs and for public delivery, forging new links in the education sector and attending to my own continued personal development training. During the break, I was wrote several e-zine articles and ensured the double issue of the Winning by Speaking enewsletter was mailed to clients in housing and architects.

Now, here's your bumper gift! As a bonus for your patience, here are the links to four articles on confidence building and interview skills:

10 Tips for Building a Bridge to Confidence and Success in Life

Better Public Speaking Skills Gets You Heard

Making the Leap - From Nursery to Workplace

Be Confident and Succeed at Interviews - For Job Seeking Moms

After you've read the articles, feel free to send Se your feedback on this blog.

Veronica

Great writers are seldom great speakers….. What do you think?

2008-04-13T17:43:00.000+01:00

Having spent last Saturday in Bristol attending the AGM of the English Speaking Board (ESB)**, an accreditation body for a range of courses with emphasis on English as a spoken language, I dedicated the return journey to reading previous issues of the ESB newsletter -a semiannual publication.

And, it was there that I stumbled on the statement that formed the title of today’s blog. In reporting about a previous ESB conference, there it was “..writers are seldom great speakers”. Well I was gob smack. I had not thought about this previously. Then, I began thinking about writers I know who are entrepreneurs also. Two immediately came to mind, both very experienced and skilled in their craft. But then I realised that the statement was applicable to them, skilled writers they were but skilled in public speaking they were not, as I recalled their rambling speeches and ones in which the introduction was lengthy and the conclusion not readily evident.

to received feedback from introductions predid not called also that the quote was writers, but

They were unable to organise their speeches and other presentations and to engage with their audiences during delivery. One had in fact related an earlier negative experience of speaking in front of her primary school class having this debilitating effect whenever required to speak. The other although use to and comfortable speaking before various audiences had not made the mental adjustment required to move from the written form to having a conversation with the audience, condensing the content so as to gain the attention and maintain the interest of the audience.

However, even as I recalled those two, I then thought of a third writer who took time out to develop her speaking skills and had sought membership of an organisation devoted to public speaking and effective communication and who had the benefit of evaluations of her presentations and it showed in the quality of her presentations.

So, even as two of the writers I know sought peer and professional help to improve the quality of presentations and another choose ‘to wing it’ as the need for training in speech craft remains unacknowledged.

Although my ‘straw poll reflection’ suggest there is merit in the statement “… writers are seldom great speakers”, my years as a researcher did not allow me to arrive at that conclusion as a three-person sample did not form the basis of a scientific study.

Yes, I hear you say, “one or two swans don’t make a summer”. However, anecdotally, it seem there is merit in the writer’s assertion that “….great writers seldom make great speakers”. What do you think?

Best,

Veronica

** Executive Solutions (Training) Ltd is a member of the English Speaking Board, an accreditation body recognised by the Qualifications and Curriculum Authority (QCA), now replaced by the new regulator Ofqual.

Communication BLUNDERS could cost millions£££££

2008-02-03T18:46:00.000Z

Today's comment is based on listing to presentations recently that were littered with Ahms, Ahms and other inappropriate revelations.

Situation 1
A few weeks ago, I was part of an audience where one of the main Speakers used the first minute of his presentation to comment on the time limitation he faced, so he did not begin to deliver his message until after a minute of excuses.

TIP: Remember, when you have the floor, always give your audience the reason for your presentation and share the content, NOT the excuses for why you’ll be unable to ‘tell it all’.

Situation 2
Listening to a speaker who delivers a laboured speech, made up of rambling sentences, littered with Ahms and spoken in a rather quiet voice. Are these signs of nervousness or poor planning and preparation?

TIP: Be upbeat and energised in your delivery not laboured. If at a loss for words, use the pause to take a deep breath and give your audience time to catch up with you. Try to do this at the end of the sentence, rather than having a series of incomplete sentences.

Situation 3
Another Speaker I saw used power point slides that had up to 17 lines of text on slides. This was in addition to two graphic images and the header and footer. Very cluttered!

TIP: Power point slides should not be used to share your notes with your audience. They should be used to add emphasis, provide clarity and support your spoken message.

Can you recall similar communication blunders? Then share these and your suggestions for improvement.

Best,
Veronica

www.executive-solutions.co.uk

How much does poor customer service cost your business?

2008-01-20T23:09:00.000Z

Late last year, Thames Water faced a fine of £12.5 million for poor customer service and misleading the regulator Ofwat. This news item was reported in September (2007) last. An article in Times online revealed that the company was fined £11.1 million for “inadequate” reporting and customer service and £1.4 million for failing to pay compensation to customers. I was reminded of this incident recently on learning about yet another display of scant regard for customers by a business. I concluded that if fines are imposed for poor customer service, many businesses would soon be forced to file for bankruptcy.

Displays of poor communication in delivering customer service can be costly. Not only are reputations damaged and profits reduced, but shareholders receive lower or no income as dividends and employees see their salaries freeze or kept just in line with inflation.

Here are a few of suggestions for improving customer service:

· Identify customer needs and expectations -respond to them.

· Handle difficult situations swiftly, thoughtfully and firmly –avoid escalation.

· Be quick to admit when wrong –customers prefer honesty when mistakes are made.

· Be prepared for and respond to changing needs of customers.

· Demonstrate CARE (Courteous Action Required Everytime).

What are your top strategies for providing excellence to your customers?

Veronica

Is it the time for new year resolutions or making good on old year ones?

2007-12-23T21:45:00.000Z

It has been said that if you continue doing what you have been doing, you will get the same results you've always had. So, even as many take time off to enjoy the festivities and religious aspects of Christmas 2007, many are also taking time to think about what will be their resolutions for the new year.

However, if the resolutions of the outgoing year were never kept, it’s futile to list another set of resolutions that are unlikely to be kept -unless there's a change in attitude to keeping and/or revising resolutions. Some use end-of-the year as a time for review and reflection. They seek to understand why they achieve the level of success they had and try to apply lessons learnt from areas of no or low progress BEFORE deciding on key resolutions for 2008.

For some employees, recent annual appraisals serve as a useful starting point as they highlighted the skills required to improve their success in meeting Key Performance Indicators for their team or company. The usefulness of this exercise was highlighted in recent discussions with a few managers who indicted that 2008 promises to be a year when their profile is raised not only in their own organisations but in their respective sectors. Therefore, they needed to invest in their communication skills, especially for speaking before large audiences.

You are unlikely to be surprised by my view that effective communication skills are integral to improving performance -whether it's to strengthen team relationships, develop stronger interpersonal skills, increase client retention, win larger contracts, expand your contacts/network, improve service to internal and external clients or improve your skills in making business presentations. Communication begins with the thought –unless you can create the idea you will be unable to plan and/or implement the action.

You’ll do well, therefore, to assess the past year, identify your successes and weaknesses and the factors which helped you in achieving –or not –your level of success. Unless, this is understood, it’s futile to make another set of resolutions that you are unlikely to keep because you are neither motivated nor supported to take action.

It seems timely, therefore, to ask yourself the following questions:

What resolutions did I keep or goals I achieved over the past year?

What factors contributed to my success? Was it a result of circumstances, influence of others, team support and/or my own personal commitment?

Which areas could I have had greater success or impact?

Who have I asked about assessing my level of performance? Have I asked my manager, team/colleagues, friends or family?

What can I do better this year that I did not achieve in the last one?

What areas of my communication skills do I need to improve in the new year? Is it for client relationships, customer service, business pitching, team building and bonding or public speaking?

Best wishes for a new year that is enjoyable - personally and professionally! May you create a stimulating and success working environment and be supported by meaningful and supportive teams and clients.

Veronica

PS. Keep abreast of the evolving training calendar at Executive Solutions (Training) Ltd.

www.executive-solutions.co.uk

Manage your time wisely -it yields dividends!

2007-11-01T23:08:00.000Z

Many think of time management as necessary for overworked executives and overstretched executives. Fewer, however, consider the importance of time management when making a presentation. How often do you think about the time allocated as soon as you have identified the key messages you want to share in your presentation?

I was reminded of this recently when I witnessed a five-minute presentation evolve into a 15-minute one. What made this quite overrun of time even more apparent was that while the presenter allocated the least time on the programme took the most. The other speakers managed their time wisely and in one case finished ahead of the time allocated.

Some suggestions for managing time wisely:

1. Develop your presentation and subdivide it into time blocks.

2. Be clear about how much time should be taken to present each section.

3. Decide which are the ‘must share points’, i.e., supportive of your key messages. Ensure you make those.

4. Be alert to realising when you are behind your planned time-frame for presenting, adjust the number and/or length of the examples you give or stories you tell during your presentation.

5. Be realistic in your use of visual aids. For example, if using Powerpoint slides, do not include more than one slide every minute unless the graphics are essential in explaining specific points. The slides may then be best viewed as a slide show.

6. Respect the Chair. Wrap up your presentation in the time allocated at best or at least soon after.

7. If sharing a platform, be respectful of other presenters. Do not force others to shorten their contribution because you are inconsiderate and speak long after the time allocated.

8. Ensure you give your close/conclusion. Do this even when you are forced to exclude one or more points from the main part of your presentation.

9. Reduce distractions towards the end of the meeting as people leave the gathering because of another engagement, as your presentation took much longer than scheduled.

10. Err on the side of caution and finish ahead of allocated time –if you must. You may then take questions (if the event allows) or give the Chair an opportunity to make relevant remarks.

Best,

Veronica

If I had six hours to chop down a tree, I'd spend the first four sharpening the axe. Lao Tzu

Another question about cost...

2007-10-16T16:55:00.001+01:00

How much money does poor customer service cost your organisation?

A couple of weeks ago, I visited the branch of a High Street bank in the UK to do some business for my company. Not unusual you may say. I agree. But the experience highlighted for me how much companies -even established brands- loose when their frontline staff, the first point of contact with customers, do not have the best skills set to make the customer experience enjoyable.

The employee, seemingly new to the role, had only been provided with rather limited information. Ask the customer to complete the form, leave it with you and someone will call. He could not answer how long it will take for his colleague to follow-up, how long the process with take or even when next his colleague will be at the branch. Although I have had a long association with this organisation, the experience left me NOT IMPRESSED. Then I leave to attend a Canary Wharf networking event and our conversation highlighted the poor customer service and limited communication skills of many employees in public facing roles. One Manager even shared that she called one of her offices and was greeted only by 'Hello'. She then had to go on to enquire which organisation she had reached. She was rather surprised to find out that frontline staff in her organisation was delivering the quality of service she considered consistent with her organisation's values. Back to the drawing board she went to review the training provided to new staff.

Getting back to my experience with the High Street institution. Outcome, I did not do business with them, but had a discussion with a competitor who responded readily to my query, was experience and had been well-trained to treat all queries with respect. By demonstrating Courteous Attention Required Everytime (CARE), the employee was able to win a new client for her organisation.

So, think about your organisation today. How much have you lost and continue to lose from frontline staff who are not well trained? Do share your estimate.

Veronica

Executive Solutions (Training) Ltd
Small enough to be flexible, experienced enough to deliver.

How much does team conflict cost your business?

2007-10-07T21:16:00.000+01:00

Trying to control teams rather than managing them in a way that recognises the enormous personalities and talents of team members is a recipe for intra-team conflict, backbiting and tension. Ingredients for a disaster!

Team building to convert anger and feuds into positive energy for team success is often helped when teams are allowed to discuss issues and share views, when the leader understands the personalities of team members and demonstrates leadership skills by bonding a team that shares common values and goals and demonstrates this by playing from the same score.

Read: Hamilton gives us all feud for thought, article by Sathnam Sanghera in the Business Life section of in the October 6, 2007 edition of The Times

Communicating about The Rock –Northern Rock

2007-09-19T12:03:00.000+01:00

Recent statements and interviews by officials associated with the crisis in the financial sector in the UK did little to reassure customers all was well with their deposits. Statements made by officials and actions taken by customers was a classic case of ACTION speaking louder than words.

Customers voted with their feet –they did not accept what they heard. So, initially, official statements aimed at reassuring them had the opposite effect as depositors rushed frantically to get their hands on their funds/investments –hard earned. It was only after more than 96 hours and a commitment given by The Chancellor himself AND –and aimed at depositors- that there began to emerge a return to what customers considered to be business as usual.

What went wrong? The message! In the first 24 hours everyone received the same message, all’s well with Northern Bank, despite the fact they approached the Bank of England to borrow directly from them, should the need arise. While that message may be reassuring to financial analysts and investors of major funds who understand the workings of financial markets, to depositors, small investors and ordinary members of the public, the message was ‘company in trouble’.

Not surprisingly, depositors in their hundreds acted swiftly on the message they received –something was wrong. Both online and off, they rushed to get their hands on their funds. A message about ‘the bank being open for business as usual’ seemed rather inappropriate and misleading to customers. Customers knew that the scenes at their local banks and on their TV screens were anything but close to what they would consider normal. Highly inappropriate choice of words for what was anything but a normal situation!

Many of you reading this living in the UK may have been like me and first heard about the recent turmoil in the financial market and implications for the mortgage market towards the week end –seemingly about the same time that customers did. One message about the institution’s position was sent to the public, investors, mortgage holders, deposit account holders –all of whom needed to specific messages aimed at their concerns.

One message could not target the concerns of all interest groups –one size did not fit all.

So when deposit holders received the same message as the financial analysts –the result is panic. The opposite reaction to what was intended.

Three key principles of effective communication and customer care were ignored:

- WHO are the intended recipients of your message?

- WHY this message (purpose), i.e., is it to inform, reassure or persuade?

-What information will be relevant to them?

Hopefully vital lessons about communication principles were learnt by the official spokespersons and those with similar businesses.

Veronica

Speaking with Confidence

http://www.executive-solutions.co.uk/

Not my words Mr Speaker……

2007-09-10T08:55:00.000+01:00

In an earlier blog, I highlighted the importance of choosing words appropriate for the presentation and audience. I was reminded of this while listening last evening to ‘Not my words Mr Speaker’, a programme on BBC Radio 4. Although the programme was about activities on the other side of town, at Westminster, rather than Canary Wharf, it lived up to its billing of being “A caustic and hilarious indictment of the way many politicians descent into cliché whenever they make a speech in the Commons.”

If you too had listened to the programme and would like to share your view, just add your comment to this blog. For those who would like to hear what Matthew Parris said in the Sunday Supplement feature (9th September 2007), just log on to the BBC website and make use of the listen again feature at: http://www.bbc.co.uk/radio4/progs/listenagain.shtml

Hopefully, after listening you’ll be even more aware of any ‘canned language’, jargon or empty fillers that creep into your presentation.

Veronica

Seen any 'lectern wrenchers' recently?

2007-09-05T23:17:00.000+01:00

Below are some don'ts or do's for anyone prone to lectern wrenching.

Feel free to share with others who may find it useful -and they don't have to be working or living at or near to Canary Wharf.

Don’ts
Don’t press your palms on the lectern or gripping the edge of the lectern.

Don’t become glued to the lectern
Don’t slough your upper body over the lectern –it’s not a body rest.

Do’s
Do stand upright behind the lectern and maintain eye contact with all sections of your listeners.

If using a microphone fixed to the lectern, maintain a suitable distance between your face and the mic. Too close will muffle your words, too far will reduce your audibility.

Another PowerPointless presentation –well, not all of it

2007-08-25T21:09:00.000+01:00

A presentation aimed at a room of 25 business owners and managers that filled many slides with 8 to 12 numbered/bulleted points. That means the text was not evident to those beyond the first three rows –provided they had 20:20 or corrected vision.

While the practical sessions helped to make the workshop more meaningful for the participants, a golden opportunity was lost by limiting the extent of the learning outcomes. Promises to send the slides later may seem ideal –but could in fact be just another promise. As one delegate, who had attended an earlier workshop by the same team said in an aside, "well, sending the slides didn't work on the last training workshop, so I doubt they will arrive this time around”.

Maybe the facilitators preferred to achieve a 50% rather than 95% success rate of learning outcomes –actions that delegates take later.

Here are a few suggestions to avoid embarrassment to yourself and irritation to your listeners:

Use visual aids appropriate to your presentation. Choose from photographs, flip-charts, sample materials, PowerPoint slides.

Despite research showing that an audience cannot read the slides and listen to the speaker saying the same words simultaneously, too many presenters continue to use PowerPoint slides as notes to be read to the audience.

When used skilfully, PowerPoint slides can take an average presentation up several notches and make it truly memorable. –for the right reason.

Do not spend the time apologising for not being skilled in using your visual aides. Instead, prepare beforehand how to use the equipment or have a skilled operator do these tasks for you.

If your visual aids irritate, confuse or bore your audience, you won’t succeed in giving a stunning presentation, gain the attention of your audience or create a desire in then for your message.

Murphy’s Law about if anything can go wrong, it will, often seems applicable to using visual aids in presentations. So, always check and recheck your visual aids before your presentation. Ensure you have an alternative/ backup way of delivering your presentation in the event Murphy’s Law kicks in and the equipment malfunctions.

Beat Murphy at his own game....

Veronica

Subject line and content at odds with each other?

2007-08-16T17:54:00.000+01:00

Have you had the experience of receiving an email message in which the content of the message had no bearing on the subject line? In speaking, some people share content that is very different from their subject line. The result is mixed messages -or none that brings clarity.

Just a few days ago, I listened to a sales presentation in which the presenter devoted much time to telling about what’s wrong with a competitor’s services rather than focusing on what was good about his. I was interested in hearing about advantages of using his service and any feedback he had received from satisfied customers -which would have confirmed the benefits of using his business.

What the presenter did not take on board is the fact that my reason for coming -and of the others in the room -was not to hear about competing businesses –for that we would have chosen a different venue. It is in fact, we wanted to find out more about his/her business and to consider how using his services would benefit our own businesses. He missed the opportunity to persuade, inform and educate his listeners.

Today’s GEM
Even before you decide what to say, consider: WHO will be listening to you and WHY.

Veronica
Speaking with confidence

Do you need a resident Wordsmith?

2007-08-09T18:19:00.000+01:00

A recent discussion caused me to reflect again on the importance of choose words suitable to the occasion and listeners.

Quite irritating for me is listening to speakers who litter their presentations with ‘stuff’ and ‘ting/thing’. What this says to me is that the speaker is either too lazy to choose words that are specific and accurately describe the item or situation they are referring to or is being evasive and is reluctant to share information. Worse than using this in personal discussions, it’s a hundred times worse when these vague words –irritatingly so, are used in business conversations. On the other hand, I cannot help but be impressed when the speaker use words to paint a clear picture, even in the absence of any supporting visual aid. So here are my suggestions for making clear, easily understood and powerful presentations.

* Avoid using vague, non-specific and unimaginative words such as: thing, stuff, something, nobody/none.

* Apply ‘Word Power’. Choose simple yet powerful and persuasive words. For example, use horrendous instead of rather high to describe an extreme situation.

* Choose words that will not cause offence on grounds of religion, gender, culture, ethnicity
or disability. Unless it’s a specific request from your audience – do not use bad language during your presentation.

* Always choose words and give examples that will aid your listeners’ understanding of your messages.

Veronica

Dispelling the myths and facts

2007-07-30T09:48:00.000+01:00

From our Canary Wharf training room, we share some tips for more successful outcomes when pitching for business, networking, introducing yourself or your business and other speaking situations. Both the spoken and non-spoken aspects of presentations are shared.

Try and tell!
Make your comments on how the tips have helped your and other tips that you have developed yourself.

ENJOY.....

Prepare your presentation so that you have three to five key messages.

You can have a similar number of subheads. In this way not only
is your audience likely to recall the main points of your presentation, they will find it easier to remember details associated with each key message.

Do not force your audience to recall a long list of points – you are guaranteed to lose them along the way.

Public Speaking myths and facts

Myth: You are born with the talent to be a public speaker, you cannot learn to become one.
FACT: People can be trained to become great, indeed exceptional, public speakers.

Myth: Frequent use of ‘Ahms’ or ‘Ahs’ when speaking shows you are intelligent.
FACT: At best, use of ‘Ahms’ or ‘Ahs’ in speech shows that you have not clearly thought out
your response. At worst, it irritates listeners.

More useful tips in '77 Key Tips for Public Speaking', 'Speaking with Confidence' and in the quarterly newsletter 'Winning by Speaking'