When you are talking to others face to face you aren’t just listening to their words. How they are saying it … tone of voice & volume for example, affect what you hear. As does what they look like when they speak … facial expressions, hand gestures and so on. Your body language can change […]
Is your authority disappearing when they meet you? Read More »
I’m in the market for a new car. Although I am very fond of it, my 11 year old car is beginning to cost me more money each year than it is worth. To add to the woes of the car it was recalled last month. Apparently there was a danger that the airbags might
How to lose a sale without even trying. Read More »
A few weeks ago, at lunch with friends, we got onto the subject of how important a smile is and how you can “hear” a smile in someone’s voice. I recounted the story of how one of my first bosses made us put a sticker on the phone saying “Smile when you dial!” so that
At a hotel the other day I saw a sign set out with traffic light symbols to denote when they were busiest and the best times to get breakfast when in a hurry. At a recent hospital appointment I was warned I could be there for 4 hours and I wouldn’t be seen immediately. I
The impact of setting expectations Read More »
I was in a coffee shop chain the other morning where I was greeted with a smile. My order and name were taken and I then queued to be handed my cardboard clad coffee after my name was (incorrectly) yelled out. How did the process make me feel? Not great, not bad, just OK. How
Customer Service With Your Coffee? Read More »
