Training and mentoring

When two minutes feels like ten minutes

Posted: 6th March, 2023 in Case Studies, Communications, Customer Service, Personal effectiveness, Sales , Time Management, Training and mentoring

A number of years ago I read an article that stated, “When a customer has been left unattended for two minutes, they will often believe they have been waiting for ten minutes”.

Having reflected upon my own experiences as a customer, I can certainly say I have often been left waiting in various receptions, restaurants, shops and even hotel lobbies over the years. So, I can honestly agree with this statement as I relate to it.

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Look out for the buying signals

Posted: 14th February, 2023 in Case Studies, Communications, Customer Service, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

Over the years, I have heard stories about sales people who will talk about the product or service for a certain length of time. Then they thank the customer and leave the meeting, neglecting to ask for the order or even get their opinion.

Likewise, I have witnessed situations where the sales person continued to talk about the product or service, even though the customer had obviously given signals they were interested.

They were so busy and wrapped up in delivering the presentation - they forgot to stop and check-in with the customer.

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Considerations when organising training

Posted: 9th January, 2023 in Case Studies, Communications, Personal effectiveness, Strategy & planning, Time Management, Tips & Tricks, Training and mentoring

Have you ever found yourself in the position where you are organising training for your team? And whilst you have selected the trainer, you are keen for it to go well and wonder if there is anything else you can do to make it work?

Like the phrase fail to prepare – prepare to fail, there are many ideas we can employ to get the best out of the day. Some of these are on a practical basis. And others are about setting expectations and parameters for trainees, their managers and colleagues alike.

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Give a man a fish…

Posted: 15th November, 2022 in Case Studies, Communications, Motivation, Personal effectiveness, Strategy & planning, Time Management, Tips & Tricks, Training and mentoring

How many times have you found yourself in a situation where people ask you to help them to do something and you end up doing it for them?

It might be something as straight forward as swapping the toner in the copier, changing a light bulb or perhaps tying the shoes laces of a six-year-old?

One might argue there are occasions when people genuinely can’t do something for themselves and they need help. This may be the situation in certain cases. Especially with a toddler who is still too young to be able to tie their laces. Yet, I think you will agree there comes a time when we would normally encourage a person and particularly a child to do it themselves.

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Remember to look up and smile

Posted: 19th October, 2022 in Communications, Customer Service, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

I once read that customers who walk into a premises and want to be served expect to be acknowledged within 15-30 seconds. It’s 15 second when the person is in a hurry and 30 when they have a little more time.

People may think this is unique to one particular industry sector. However, it stems across all types of companies from hospitality, retail and any other business with a check-in or reception area.

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