What's the talking point?
Published: Mon, 03/11/13
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| Last week Christine & I were in a tapas restaurant in London. It was packed so we were offered a seat at the bar. Next to us were two ladies having a conversation about how to get a message to an audience. I know it's rude to listen but let's just say it was difficult not to - they were both set on 'broadcast' mode and turned up to eleven! The key moment was when one turned to the other and said, 'None of what you said matters. What you need to focus on is the talking point.' She went on, ' Your customers are talking about something and you need to make sure that the something connects to you.' A lovely moment of insight. We're all guilty of broadcasting messages these days especially through the web where everyone can get to a potential audience of millions. The point is, no one is listening unless you tap into their talking point. And it's as relevant for a person wishing to promote their idea in the office as it is for a multinational corporation launching a new product to the masses. Here are three questions to consider for a moment or two: What are you talking about right now? Who else might by talking about the same thing? How will you get together? Enjoy your week. Be Brilliant! Michael |
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| Title: 5 Star Service Subtitle: How to Deliver Exceptional Customer Service Pages: 241 First published: 2006 Number of editions: 2 Who's it for: Anyone who wants to improve their level of service 5 things you will learn:  1) How to adopt a heads up approach to anticipate customers needs 2) Why complaints are brilliant! 3) Where most other organisations go wrong and what you can do about it 4) How to truly empower staff to deliver exceptional service 5) Why you should be acutely aware of the silent customer What others have said: 'Michael Heppell is the guru of customer service.' Jonathan Raggett, Hotelier of the year and MD of Red Carnation Hotels. What Michael says: Customer service is vital to any organisation of any size and I believe everyone can do it better. Whether you run a small shop or a multi-national organisation, the principles are the same - the customer is at the heart of all you do and if you truly look after their needs you'll be more successful. In 5 Star Service I wanted to explain that implementing the best customer service needn't be expensive or a chore. In fact, many of the best ideas cost little or nothing to implement but get massive results. Did you know? The first edition of the book was called Five Star Service - One Star Budget. Michael still wishes it was. Where can I get my copy? Signed paperback here - SAVE £3 FOR ONE WEEK ONLY Paperback from Amazon.co.uk Next time: How to Have a Brilliant Life |
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