Pleasant Surprise

I am heading to a retail store to purchase a new shaver. I had visited the the same branded store only a few days before at another location however I had left my credit card at home and therefore did not make a purchase. On leaving the store I realise how bad the experience was. No I am not going to rant - it was bad because, quite simply, the person assisting me had limited to no product knowledge.

So I am in a mood this day and I say to myself "right if the person at this store has no idea what they are talking about then I am not purchasing and I will walk early".

Well this young 20 year old girl greets me and starts to do all the right things. She asks questions, checks for understanding, has a sense of humor and yes has great product knowledge. I was pretty set on a particular brand (I thought) however she was exceptional at pointing out the model I was looking at wasn't going to suit my needs. She guided me to another brand stated the benefits and in her own unique way took the mickey out of me with her wonderful relaxed and genuine approach.

Obviously I made a purchase, she was brilliant and you know it just didn't take much at all to create a memorable experience. She is studying business. Look out world she will be a formidable business person. By the way, if you are interested - it was The Shaver Shop at Miranda.

Take A Stance

Got a full-length mirror nearby? Have a look at how you stand, naturally. Now think about how you stand when you’re presenting. More often than not, it’s a very similar stance – if not exactly the same.
The reason for the observation? How you stand affects not only how you come across to your audience, but the sound that emanates from you. If, for example, you have slightly hunched shoulders, turned in legs and your head is slightly lowered – the sound will be closed, a little tense and probably not audible enough. Similarly, if your shoulders are pushed far back, your lower back is pointing out and your arms and chest aren’t relaxed – then what is generally created is a tight, restricted tone with a real lack of breathing focus.
The best tip to start your stance afresh? Stand with your back, legs, heels and head against a wall, Only for a couple of minutes. This can help adjust your thinking to a completely neutral stance, and what that technically feels like. Come off the wall, with that stance in mind. Nobody stands with a perfectly aligned spine, the wall work is just a reminder.
Keep your shoulders lowered and relaxed, your arms free (i.e. not folded, no clasped hands, not holding on to anything if possible) and your legs shouldn’t feel stiff. Your head should be facing forward, too far up or down puts added pressure on your neck.
Now try delivering your message, keeping in mind “I must keep my body relaxed and open.” You’ll probably find that the words escape a little easier, the nerves (if any) are eased slightly and you don’t feel as tense when you’ve finished.
This is a small section of methodology taught in our ‘The Power of Presence’ workshops, designed to help you make the most of your body and voice when presenting or training. Have a look at our website for further details.

There's the wrong way, and then there's my way.

This month – I’d like you to think about any workplace relationships that may need a little work. We all have them. And let’s face it, it can make your working environment uncomfortable or unpleasant.

But it doesn’t need to be. After reading this article about repairing relationships, it really got me questioning why we seem to put our own needs before the issues that need addressing. As clichéd as it sounds - surely the need for everyone to work together towards a common objective is what we’re aiming for.

One of the few things we have control over is our attitude. So let that be a bit of a guide to being the first step to repairing any workplace relationships. Keep your emotions at bay, really question whether it’s about being right or whether it’s about finding a solution. Keep the communication between both parties open and flexible. Above all – respect the other party as much as possible.

It may sound a little like marriage counselling, but think about it – you’re working with these people for most (if not all) of the day. Shouldn’t we try to make it work?

A Word on the Use of New

The key phrase that seems to abound at this time of year is ‘New Year, New You!’.

Though this may be appropriate for some people, it tends to get a little disheartening. And, let’s face it - predictable. So let’s turn it on its head. How about instead of ‘New Year, New You’, why not ‘New Year, New Approach’?

By that, we mean – shouldn’t we have a look at approaches we’ve been using, examine them and perhaps revamp our strategies? Ignoring our already established practises, methods and deliveries seems to be a little wasteful. Why not go over them with a fine toothed comb, so to speak. Break down what really works and doesn’t work – and go from there.

For example – from a sales perspective, are we updating what we say to our potential customers? Keeping up to date with contemporary needs? And to our already established customers – are we keeping them informed? Do we need to put in a quick call to see if there’s anything we can assist them with?

From this, new ideas may arise or evolve – and if that happens for you, fantastic! You might find inspiration from revising old territory, and that in itself is a great start to the year, don’t you think?

Oh that DOES suit Madam!

Today, I'm taking you back to that old favourite Are You Being Served? I've selected a clip of Mrs. Slocum selling a dress hat to a customer to demonstrate an interesting point that's often overlooked.

Are we getting our 'needle stuck in the groove' and sounding like a broken record when serving and selling to our customers? Are we really paying attention to their individual needs, and their queries about the product?

Think back to a moment where you received excellent customer service. What was it exactly that made it such a positive experience for you? What did they do differently?

I'm sure you can think about what you would normally say to a customer - now think about how many times you say it during the day. Too many? Feeling a little repetitive? Maybe it's time to rethink your 'spiel' and individualise your approach. You know your stuff, and it's crucial that you impart that information - but make sure it's tailored to each individual customers' need. Don't get stuck in the same habits, be the refreshing change in customer service.

Nerves Schmerves!

A topic that's close to all of us who's ever had to present ANYTHING in front of ANYONE - nerves. Sometimes, it can get the better of a presentation altogether, so much so that the audience only takes in the manner of the presenter, rather than the content they are delivering.

So let's take it back to an age where there are no inhibitions - childhood. Have you noticed that children just sing and dance whenever the mood takes them, no matter where they are or how many people are around? They are so focused on what they're wanting to do, that it doesn't matter that people are watching them, in fact - a lot of children prefer if people are watching them, especially family.

Take a look at these two kids. So completely focused and absorbed in what they're trying to do (i.e. dance up a storm!) that you can really tell that nothing else matters to them.

So what can we learn from this? Well, believe it or not - it's an excellent way to combat nerves when presenting. Don't worry about what you look like, how many people are watching you, and what they're thinking - keep your mind focused on what you say and how you say it.

Customer Service Streamlining

After recently reading this article in the Sydney Morning Herald, it got me thinking - shouldn't we all have a Customer Protections Code in our businesses?


The article is detailing the Australia Communications and Media Authority’s drafting of a Protections Code, which is attempting to make customer relations with telecommunications companies simpler, thorough and less confusing. And we’ve all got a story about dealing with a Telco that baffled and frustrated us!


I really liked the idea of a Protections Code for customers in every business. Each customer could receive a copy of it, it could be framed within offices, displayed on our websites etc.

And what would we put on our Customer Protections Code? Maybe things like:

‘When having face to face interaction with a customer, greet them with a smile’
‘A phonecall is answered within four rings’
‘A customer query should be followed up and completed within seven days’
‘If a message is taken, a staff member should call back the customer within 30 minutes’
‘Any term that the customer is not familiar with, a staff member should explain immediately.’


Obviously each business has different specifics that they could appropriate for their own Customer Protections Code – but doesn’t it just make sense? Similar to our Policy and Procedures Manuals, that ensure our businesses run smoothly and protect our staff, shouldn’t we have something similar in place that protects our customers?