I’ve Upped MY Service Excellence UP YOURS! With Andy Edwards
Objectives Explore personal impact Consider ‘Attitude’ and ‘Perception’ Look at influencing skills Discover ‘Motivation’ through self-awareness Pledges…
Andy Edwards
Andy Edwards Professional speaker
Trainer Coach Author Educator
All Over UK
Amsterdam
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Cannes
Here!
Service Is Judged The Same All Over The World
NOT what we think We are judged on what we DO
The role of BEHAVIOUR
Who Do I like?
Who AM I like?
Fold Your Arms!
Hippocrates 500 BC Melancholic Serious in approach Choleric Seen as tough- minded Concerned with others’ opinions Phlegmatic Outgoing & fun-loving Sanguine The Four Humours
3 Psychological Preferences Introversion – Extraversion Thinking – Feeling Sensation – Intuition Carl Gustav Jung
extravert introvert thinking feeling Self Awareness Competitive Demanding Determined Strong-willed Purposeful Demonstrative Expressive Enthusiastic Persuasive Sociable Caring Encouraging Sharing Patient Amiable Cautious Precise Deliberate Formal Analytical
On a bad day… corollary WEAKNESSES Aggressive Controlling Driving Overbearing Intolerant Excitable Flamboyant Indiscreet Frantic Hasty Stubborn Docile Bland Plodding Reliant Stuffy Indecisive Suspicious Cold Reserved
What each type PRIMARILY wants… A QUICK RESULT ENJOYABLE INTERACTION ASSURANCE & SUPPORT CLEAR INFORMATION
Key Learning Points We are a mixture of all four Each has strengths & challenges Our least preferred colour may be the most difficult Service excellence = awareness of differences No ‘Boxes’
20 Page Profiling Kit Your profile + 7 others
Attitude
I’m Busy… WHAT?
How can we help?
“If it falls to your lot to be a street sweeper, sweep streets like Michelangelo painted pictures, sweep streets like Beethoven composed music... Sweep streets like Shakespeare wrote poetry. Sweep streets so well that all the host of heaven and earth will have to pause and say: Here lived a great street sweeper who swept his job well.”
This is a story about four people, named Everybody, Somebody, Anybody, and Nobody.
There was an important customer to be served, and Everybody was sure that Somebody would do it.
Anybody could have done it, but Nobody did.
Somebody got angry about this, because it was Everybody's job.
Everybody thought Anybody could do it, but Nobody realised that Everybody wouldn't.
It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.
An opportunity is NEVER missed… …the ones YOU neglect – someone else gets!
People judge your Actions and Words NOT your Plans and Intentions
What’s YOUR part in providing service excellence? How do you know you’re ‘Doing’ it?
a bit crap
Know your NOBS From your WIMPS
Objectives Ooooh! MATron!
N ature O f the B east
W ith In M y P ower
Within Your Power is… PEOPLE’S PERCEPTION
Perception
Perception
Another's perception may be invaluable
They smashed into the bank… …and stole £100,000 …and the boat was a write off
What’s the WHOLE picture
Cialdini’s Six Influencing Triggers Influence or Manipulation?
Liking/Friendship:
Reciprocation:
Earlier Commitment:
Authority:
Scarcity:
Social Validation:
Lessons From the Sandpit Don’t upset people Let others join in Say sorry Share stuff Give things back when you’ve finished No telling tales Don’t be greedy Tidy away Look after each other
Rapport Relationship Respect Result
Motivation
Endeavour!
Enterprise!
Valiant!
Possibly…
Might Do…
We’ll Try…
opportunityisnowhere
opportunity is nowhere
opportunity is now here
Woman without her man is useless!
Woman. Without her, man is useless!
Discretionary Effort (“Going the extra mile”)
The £341,445 Difference 1 st £547, nd £205,
Objectives Where could you apply your extra inch?
How quickly would you need to run? Just a bit faster than the next bloke!
Change the service? Change your mind!
Pledges… Keep hold Let go Take forward
Extinguish The Candle
It’s No Good Just THINKING About It!
Don’t forget your ‘Profiling Kit’ at the book stand