Building customer loyalty and strong customer retention is getting harder and harder. The customer has raised the bar, set new rules and expects the unexpected! Pay attention! Losing customers today is swift, fast and constant! I have recently been dealing with the DMV, discount travel sites, airlines, car companies, corporations and organizations that make it impossible for me to consider promoting them in a testimonial way. They completely time sucked me and it was anything but a colossal waste of time. GRRR... Why put phone numbers on the site when they are always busy? I stayed on hold as an experiment for 45 minutes and then a recorded message came on that said “they were not there” and to call back another time! Why refer people to another site when they don’t know anything and then they refer you back to the site you came from? Here are seven simple, basic and time tested practices that can make customer experiences pleasant and effective, even for state, county, government and corporate companies and turn them into testimonials relationships. First impressions. Make sure whoever greets customers, answers the phone, or fields any interaction is pleasant, courteous and positive. Faster delivery and response. How impressive and unexpected is speed in responding to and helping customers? Yes, it’s an investment in training but it pays off big time. Real people real conversations. People crave real people, in their own country to speak to when they have a question or problem. Stop the insanity of thinking we are OK with anything but. The bar tender principle. Know something about your customer either before or during the interaction, so we don’t have to re-tell the issue or story. Keep your files updated on prior conversations. Enjoying this article? Here are 9 flawless reasons to subscribe to our blog. Anticipate needs and wants. Noticing a pattern to your inquiries and complaints? Fix them, look into them, research them before they happen again. Consistent brand and customer service language. Again, train your people to consistently know anything and everything they need to about your company, products or services or have someone designated who does. Right people for the team. Don’t just put bodies in seats, on the phones or out in the field. At least make sure they have some appreciation for what you do, what you sell and why you are in business. Trust me, we know! Who are the companies that consistently impress you with how they serve you and why? Who fails the test and why? What are some of your practices that build testimonial relationships? [This article was originally posted on an earlier date] Deborah Shane is the chief motivator, educator and catalyst of the professional development consulting company, Train With Shane. Read more » articles by this approved career expert | Click here » if you’re a career expert Photo credit: Shutterstock
Public speaking can’t always be avoided in the business world when you’re tapped on the shoulder to give a presentation to your peers or to an important client.
Even in the age of home video conferencing, it’s still very natural to feel like you’d rather do ANYTHING other than turn on that camera, take a deep breath, and feel everyone’s eyes on you…watching.
Ever wonder how actors push through stage fright?
As a trained actor and coach (prior to entering the business world), I’ve learned to not be timid while orating Shakespeare in the spotlight or when hitting those high notes in front of thousands of eyeballs.
Not surprisingly, the same tricks actors use can be applied to public speaking in a business context. Here are some tips from an actor-turned-business-professional on calming your nerves.
Tip #1: Put Yourself In The Audience’s Seats
I always get incredibly nervous right before a singing audition. I’ve found what helps lessen my anxiety is to do as a fellow performer once suggested and put myself in the director’s chair. (The director is typically the person who decides if you are cast in the show).
The director WANTS you to do well! They want you to be the perfect person for the role—able to garner good reviews and box office sales. They want you to do so well that they could even tell everyone else to go home; they’ve found their star.
Plus, no director wants to sit through hours and hours of bad singing auditions…would you?
Likewise with public speaking.
When have you ever found yourself listening to a speaker and wished that they would be boring? Or wanted them to bomb so badly that you get nothing from their talk?
Rather, you probably hope the speaker is so dynamite that you actually forget to take notes because you are so transfixed and inspired by their message.
Know that the audience is on your side and let that encourage you. They want you to do well.
Tip #2: Give ‘Em The Old Razzle-Dazzle
I love to tap dance. Sometimes (ok, quite often), my feet don’t move as quickly as they should and I mess up a step or two…or ten.
A choreographer once taught me that a major part of dancing, and where the audience usually focuses, is all in the face and arms. If you are smiling a 1,000-watt smile and making grand arm gestures, the audience isn’t likely to see that your feet messed up that paradiddle step. (Yes, that’s a real thing!)
Public speaking also follows this rule. The audience can’t tell that you are nervous and feel like you just might pass out.
Bluff it! Put on your smile and stand tall. Walk with purpose and speak with authority, even if you feel unsure of yourself. It can feel weird, but you have to trust me here.
When you act as if you are confident, the audience will assume you are confident. Your body will even convince your brain into believing that you are, in fact, confident!
What if you DO mess up? So what? Keep going! Don’t drop your poise and strong voice, as they are effectively drawing attention away from any insecurities that may come up, just like jazz hands can help cover for missing a step-shuffle-ball-change.
Tip #3: Enter The Clown
Actors have learned that mistakes are bound to happen and sometimes you have to play the fool.
For instance, props or scenery may break or fall unexpectedly during a show. Actors are taught to pretend like it is supposed to happen, and work it into the scene. Or they may quickly remove the wayward item and simply continue on.
I’ve even witnessed actors stumble and fall onstage, then make a comment about what a klutz they are (in character, of course!) and continue on like it was scripted that way.
Let’s say during your speech you trip up on some words unexpectedly. Work it into the presentation as if you meant for it to happen. For example: “The biggest finanbial chamanges…a-hem, well those lesser-known things…as well as the biggest financial challenges we face are…”
Call yourself out and you get an on-the-spot joke to lighten the mood—and the audience loves you for it.
Or let’s say you knock over your glass of water while speaking. That’s the perfect time to make a crack about how uncoordinated you are and why you never made the basketball team. (*Rimshot please!*)
Tip #4: “Once Again From The Top, Ah-5-6-7-8!”
Actors spend hours, days…weeks! memorizing their lines to be “word perfect” right down to the smallest pause. They get every tilt of the head, every gesture, and every single word into muscle memory.
When opening night comes, no matter how much their stomach is turning over like they’re on a cruise ship in a hurricane, they can effectively put themselves on autopilot and get through the show without a hitch.
Now, with this tip, I would NEVER recommend that you, as a public speaker, go to the extremes actors do.
Why? Memorizing isn’t necessary for public speaking. In fact, I strongly suggest you don’t memorize, as you risk coming off as “fake.”
Rehearsing on the other hand is a must!
Rehearse in front of a mirror…while shopping for groceries…in front of a friend. Video or audio record yourself and play it back.
If possible, practice in the actual space where you will be speaking (yes, even if it’s in your home office) to get a feel for it so that it doesn’t disorient you on the big day.
Your goal is to know your main points and examples while allowing yourself to improvise here and there with different words and phrases to keep it fresh.
If you try to memorize and you forget a sentence while speaking, it has the tendency to really trip you up unless you’re a seasoned pro. However, if you practice experimenting with different ways of saying things, you’re building your quick-thinking prowess and ability to handle the unexpected while in the spotlight.
Notes are, of course, perfectly acceptable, but you don’t want to stay buried in your notes resulting in never making eye contact with the audience (or webcam).
Another no-no is clearly reading from a script while on a video conference. Reading a script is one of the best ways to disengage the audience unless you are very good at making it sound conversational…a tough skill to master.
Instead, know your speech so well that glancing at the first few words on a notecard will propel you into that part of the speech, without having to constantly refer to your notes.
Remember that public speaking is one fear that, with a little practice and the right mindset, can be overcome. Who knows, you may start to crave the spotlight so much that I’ll see you at the next audition!
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