Yesterday I decided that it would be a good idea to compare my current Vodafone mobile plan with Telstra. (I think Telstra’s 3G coverage is better). I called Telstra first. Not only did I get answered straight away, but also the girl was helpful, friendly and a sheer delight to converse with. She even suggested I call Vodafone and check some details before calling back.
Well it was off to call Vodafone – and I got that annoying recorded voice named Lara – if you don’t say exactly what she wants – she states she didn’t get it (maybe a real person might). Any way I eventually got through to a real person who again was brilliant. She had to dig out my records, as my plan was an “old” plan. Once she did that she then proceeded to analyse my account and recommend a better plan. I am now saving $30 a month.
I had 2 very pleasant experiences in the space of 20 minutes. Perhaps companies are starting to really recognise that it costs nothing to knock your customers socks off. It’s all about choice by the organisation and the individual. Isn't it?
Friday, October 23, 2009
Turn That Music Down
there was a request to turn the music down. Although it wasn't actually loud people not attending were distracted.
I began to think how ingrained people are when they themselves attend training. They are so used to boring sessions with no energy and of course no music. Even as i calmly explained that the music was an integral part of learning i was still asked to turn it down or off. They just didn't get it.
So what?
The key lesson for me is if you are using music (which you are - right?) then make sure you run your sessions in venues that do not compromise the use of music. Music assists people to talk, it creates a comfortable and welcoming environment, and it can set the scene and vibe for the following days training as they leave your session. Eric Jensen has many studies on music and learning.
Remember it's your session it's your environment so make sure you cover all your bases especially when using music.
I began to think how ingrained people are when they themselves attend training. They are so used to boring sessions with no energy and of course no music. Even as i calmly explained that the music was an integral part of learning i was still asked to turn it down or off. They just didn't get it.
So what?
The key lesson for me is if you are using music (which you are - right?) then make sure you run your sessions in venues that do not compromise the use of music. Music assists people to talk, it creates a comfortable and welcoming environment, and it can set the scene and vibe for the following days training as they leave your session. Eric Jensen has many studies on music and learning.
Remember it's your session it's your environment so make sure you cover all your bases especially when using music.
We All Love A Good Story
Think about it, how many times in our personal lives do we tell stories?
Stories are the glue that holds society together, the way we understand how others think and feel.
If this is true, why don’t we use this asset in our professional lives more often? Isak Dinesen said that ‘to be a person is to have a story to tell’. We all have experiences that have made us the people we are, so why not use these experiences to assist others?
In a training environment, we need to give participants a belief that this won’t just be the same old boring session that they’ve attended time and time again, faith that they’ll actually be learning information rather than just being drowned in it. The best way to inspire this kind of faith is to gain the trust of your participants as quickly as you can, and a great way to do this is with storytelling. The stories you tell, however, must be chosen carefully, as your aim is to inspire trust. The purpose of a story in a training environment is to make the information you’re giving believable; ‘if a picture is worth a thousand words, then a story is worth a thousand assurances’.
Stories are the glue that holds society together, the way we understand how others think and feel.
If this is true, why don’t we use this asset in our professional lives more often? Isak Dinesen said that ‘to be a person is to have a story to tell’. We all have experiences that have made us the people we are, so why not use these experiences to assist others?
In a training environment, we need to give participants a belief that this won’t just be the same old boring session that they’ve attended time and time again, faith that they’ll actually be learning information rather than just being drowned in it. The best way to inspire this kind of faith is to gain the trust of your participants as quickly as you can, and a great way to do this is with storytelling. The stories you tell, however, must be chosen carefully, as your aim is to inspire trust. The purpose of a story in a training environment is to make the information you’re giving believable; ‘if a picture is worth a thousand words, then a story is worth a thousand assurances’.
Keeping Up With The Steins
Have you seen this movie? It's not the greatest movie you will see however a little snippet of it really grabbed my attention. A 13 year old boy was having his bar mitzvah in 2 weeks and he was learning and practicing the chant (the Parasha) he would do at the synagogue. He was shocking at it though and he spoke to the Rabi and explained he did not know what he was chanting. The Rabi was gobsmacked and stated that he should know it as the english translation was underneath.
Key point! Even though the translation was there he didn't understand the true meaning of what he was doing. Do we do similar things with our audiences? Are we truly explaing the 'why' of what we are training or presenting? Are we truly giving a message in such away that they get it? Do they understand the essence of your message as well as the information you are providing?
I think that's a challenge. We know our content so well yet our audiences maybe hearing it for the first time. We have to prepare for that or we could totally disengage them.
Key point! Even though the translation was there he didn't understand the true meaning of what he was doing. Do we do similar things with our audiences? Are we truly explaing the 'why' of what we are training or presenting? Are we truly giving a message in such away that they get it? Do they understand the essence of your message as well as the information you are providing?
I think that's a challenge. We know our content so well yet our audiences maybe hearing it for the first time. We have to prepare for that or we could totally disengage them.
Get The Basics Right
I dont know about you but I am often puzzled by the lack of response by companies when you contact them via their websites.
Although they have the web contact form in place it seems there is no system in place to handle these enquiries. In fact I was reading an article recently and it quoted a figure of 59% of companies not responding to web contacts.
That's outrageous in my mind. Isnt't that basic customer service skills gone awry? If people take the the time to complete a form or email you from your website they have every right to expect a reply. Are times tough in your industry at the moment? if so have you checked you are still doing the basics right?
Although they have the web contact form in place it seems there is no system in place to handle these enquiries. In fact I was reading an article recently and it quoted a figure of 59% of companies not responding to web contacts.
That's outrageous in my mind. Isnt't that basic customer service skills gone awry? If people take the the time to complete a form or email you from your website they have every right to expect a reply. Are times tough in your industry at the moment? if so have you checked you are still doing the basics right?
Tuesday, October 20, 2009
It's all about value
People will purchase from you if they believe they are getting value for money. People don't like to feel they are being ripped off.
Recently I rented a house for the weekend (one night in fact). We were dissappointed with our stay because although the location was stunning the house did not represent enough value for the price we paid for the two days. In fact you could have stayed at the Park Hyatt for the amount we paid and had harbour views.
I am not meaning to sound bitter I am simply saying that when the perceived value is far less than what is paid people suffer buyers remorse and the chance of them purchasing from you again diminishes.
Are you providing enough value for the prices you charge?
Recently I rented a house for the weekend (one night in fact). We were dissappointed with our stay because although the location was stunning the house did not represent enough value for the price we paid for the two days. In fact you could have stayed at the Park Hyatt for the amount we paid and had harbour views.
I am not meaning to sound bitter I am simply saying that when the perceived value is far less than what is paid people suffer buyers remorse and the chance of them purchasing from you again diminishes.
Are you providing enough value for the prices you charge?
Subscribe to:
Posts (Atom)
Posts
