We’ve all been in situations when we meet someone for the first time and we instantly hit it off. We can’t put our finger on it, but we immediately like the other person. We feel at ease with each other and there is an immediate connection.

This type of connection doesn’t happen all the time. Normally, it takes longer to build this 'long term rapport'. However, when we do succeed, relationships can last a long time. We may not see each other for a long time; yet we can pick up from where we left off every time.

Having great connections with customers is what we all ultimately want. We need to saviour them, nurture them and develop more of them. So, how can we get there?

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As we work through September and another school year, it’s hard to believe that over 53 years ago, the opportunity of obtaining a secondary school education was considered to be just for the elite.

Life in Ireland was very different in 1967. At the time one third of students who finished primary school were dropping out of education. By the age of 15 years, fewer than 50% were still in full-time education and just 20% of students stayed in school long enough to complete their leaving certificate.

This era of poverty in Irish society was about to change on the 10 September 1966.

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I am often asked how trainees can make an impression with customers over the phone, sound confident and make a connection.

Naturally, there is a certain amount of knowing what to say, the words we choose and when to say them. However, a lot of good communication comes down to how we say it! In other words - our tone of voice.

Over the telephone our voice carries 85% of the message we wish to convey. Just the remaining 15% is based on the actual words. We need to speak clearly and effectively to create a positive impact.

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People often ask me about how they can go about sourcing lists of potential customers when selling in a business to business market. They may know who they wish to target. Yet, they may wonder where to go or how to go about acquiring decent leads.

Sometimes they go online and find a list of companies in a particular industry or profession. They may find a name, telephone number or even an address. To have this information accessible is incredibly helpful. However, many people underestimate how much time they lose searching for additional contact details before they even think about keying the notes into their own sales database.

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Many of us experience varying degrees of customer service on a daily basis.  It can range from being an amazing and pleasant encounter to a downright awful and rude experience.

A great experience may entail walking into a local cafe, where the person welcomes us with a beaming smile. If they know us, they may greet us by name and even remember our order. And if they don’t, they make helpful and sincere recommendations. This simple but friendly experience makes us feel good and can set us up for the day.

On the other hand, we may encounter a surly, bad mannered person who obviously doesn’t want to be there. They don’t bother look up, they mutter and chat to their colleague leaving us waiting.

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