1. UP YOURS! I’ve Upped MY Service Excellence With Andy Edwards
Mercedes Exercise Body Language / Tone / Content

2. Objectives Explore personal impact
Consider ‘Attitude’ and ‘Perception’
Look at influencing skills
Discover ‘Motivation’ through self-awareness
Pledges…
All through the Insights colour model
Day is time for you – some inward looking – some outward

3. Andy Edwards

8. Andy Edwards
Professional speaker

9. Trainer
Coach
Author
Educator

10. All Over UK

11. Amsterdam

12. Dusseldorf

13. Barcelona

14. Dubai

15. Lisbon

16. Qatar

17. Cologne

18. Marseilles

19. Belfast

20. Abu Dhabi

21. Cannes

22. Here!

23. Service Is Judged The Same All Over The World
Mercedes Exercise Body Language / Tone / Content

24. We are judged on what we DO
NOT what
we think
Mercedes Exercise Body Language / Tone / Content

25. The role of BEHAVIOUR

26. Who Do I like?

27. Who AM I like?

28. Fold Your Arms!

29. The Four Humours Choleric Melancholic Phlegmatic Sanguine
Serious in approach
Choleric
Seen as tough-minded
Concerned with others’ opinions
Phlegmatic
Hippocrates was born around 460BC
Known as the father of modern medicine – was the first to dismiss the belief that illness was caused by curses, evil spirits or the will of the gods – but by physical problems with the body itself
He was also the first to theorise that thoughts and feelings came from the brain and not the heart
He also was the first to notice that people had different behavioural traits – which he believed were caused by excesses of bodily fluids.
Nothing of Hippocrates writings survive but his work was taken and expanded on by Aristotle and Plato and eventually by a Roman physician called Galen, (AD 190) who came up with the ‘choleric’, ‘sanguine’ etc labels.
The Four Humours theories were still believed up until the 1840’s (1865 in America) and blood letting, emetics, blistering, purges etc were used to treat illnesses by attempting to address imbalances in the humours.
Human Behaviour
Hippocrates saw a basic four behaviours which were adopted and described as Choleric, Sanguine, Phlegmatic and Melancholic. He also grouped together the types of behaviour that these types of people could be predicted to show.
Jung the psychologist picked up on these behavioural types and studied them carefully and it is his work on which the colour model is based.
Which type are you? Fiery Red? Sunshine Yellow? Earth Green? Cool Blue? Or perhaps you see yourself as a combination?
Whichever you are – recognise that your clients may be another type altogether – making their behaviour and reactions very different to your own.
Outgoing &
fun-loving
Sanguine
Hippocrates 500 BC 29

30. 3 Psychological Preferences
Introversion – Extraversion
Thinking – Feeling
Sensation – Intuition
Carl Gustav Jung

31. thinking Self Awareness introvert extravert feeling Cautious Precise
Deliberate
Formal
Analytical
Competitive
Demanding
Determined
Strong-willed
Purposeful
Self
Awareness
introvert
extravert
Caring
Encouraging
Sharing
Patient
Amiable
Demonstrative
Expressive
Enthusiastic
Persuasive
Sociable
feeling 31

32. 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
Hippocrates was born around 460BC
Known as the father of modern medicine – was the first to dismiss the belief that illness was caused by curses, evil spirits or the will of the gods – but by physical problems with the body itself
He was also the first to theorise that thoughts and feelings came from the brain and not the heart
He also was the first to notice that people had different behavioural traits – which he believed were caused by excesses of bodily fluids.
Nothing of Hippocrates writings survive but his work was taken and expanded on by Aristotle and Plato and eventually by a Roman physician called Galen, (AD 190) who came up with the ‘choleric’, ‘sanguine’ etc labels.
The Four Humours theories were still believed up until the 1840’s (1865 in America) and blood letting, emetics, blistering, purges etc were used to treat illnesses by attempting to address imbalances in the humours.
Human Behaviour
Hippocrates saw a basic four behaviours which were adopted and described as Choleric, Sanguine, Phlegmatic and Melancholic. He also grouped together the types of behaviour that these types of people could be predicted to show.
Jung the psychologist picked up on these behavioural types and studied them carefully and it is his work on which the colour model is based.
Which type are you? Fiery Red? Sunshine Yellow? Earth Green? Cool Blue? Or perhaps you see yourself as a combination?
Whichever you are – recognise that your clients may be another type altogether – making their behaviour and reactions very different to your own.

33. What each type PRIMARILY wants…
A QUICK RESULT
ENJOYABLE INTERACTION
ASSURANCE
& SUPPORT
CLEAR
INFORMATION
Hippocrates was born around 460BC
Known as the father of modern medicine – was the first to dismiss the belief that illness was caused by curses, evil spirits or the will of the gods – but by physical problems with the body itself
He was also the first to theorise that thoughts and feelings came from the brain and not the heart
He also was the first to notice that people had different behavioural traits – which he believed were caused by excesses of bodily fluids.
Nothing of Hippocrates writings survive but his work was taken and expanded on by Aristotle and Plato and eventually by a Roman physician called Galen, (AD 190) who came up with the ‘choleric’, ‘sanguine’ etc labels.
The Four Humours theories were still believed up until the 1840’s (1865 in America) and blood letting, emetics, blistering, purges etc were used to treat illnesses by attempting to address imbalances in the humours.
Human Behaviour
Hippocrates saw a basic four behaviours which were adopted and described as Choleric, Sanguine, Phlegmatic and Melancholic. He also grouped together the types of behaviour that these types of people could be predicted to show.
Jung the psychologist picked up on these behavioural types and studied them carefully and it is his work on which the colour model is based.
Which type are you? Fiery Red? Sunshine Yellow? Earth Green? Cool Blue? Or perhaps you see yourself as a combination?
Whichever you are – recognise that your clients may be another type altogether – making their behaviour and reactions very different to your own.

34. 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’

35. 20 Page Profiling Kit
Your profile + 7 others

36. Attitude

37. I’m Busy… WHAT?

38. How can we help?

39. “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.”

40. This is a story about four people, named Everybody, Somebody, Anybody, and Nobody.

41. There was an important customer to be served, and Everybody was sure that Somebody would do it.

42. Anybody could have done it, but Nobody did.

43. Somebody got angry about this, because it was Everybody's job.

44. Everybody thought Anybody could do it, but Nobody realised that Everybody wouldn't.

45. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

46. …the ones YOU neglect – someone else gets!
An opportunity is
NEVER missed…
…the ones YOU neglect – someone else gets!
Mercedes Exercise Body Language / Tone / Content

47. NOT your Plans and Intentions
People judge your
Actions and Words
NOT your Plans and Intentions

48. What’s YOUR part in providing service excellence?
How do you know you’re ‘Doing’ it?

50. a bit crap

51. Know your
NOBS
From your
WIMPS

52. Ooooh! MATron! Objectives All through the Insights colour model
Day is time for you – some inward looking – some outward

53. N ature
O f the
B east

54. W ith
I n
M y
P ower

55. Within Your Power is…
PEOPLE’S PERCEPTION

56. My wife and Mother in Law 1914

58. Perception

61. Perception

62. perception may be invaluable
Another's
perception may be invaluable 62

63. They smashed into the bank… …and the boat was a write off
…and stole £100,000
…and the boat was a write off

64. What’s the WHOLE picture

65. Cialdini’s Six Influencing Triggers
Influence or
Manipulation?
Mercedes Exercise Body Language / Tone / Content

66. Liking/Friendship:
Mercedes Exercise Body Language / Tone / Content

67. Reciprocation:
Mercedes Exercise Body Language / Tone / Content

68. Earlier Commitment:
Mercedes Exercise Body Language / Tone / Content

69. Authority:
Mercedes Exercise Body Language / Tone / Content

70. Scarcity:
Mercedes Exercise Body Language / Tone / Content

71. Social Validation:
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73. 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
All through the Insights colour model
Day is time for you – some inward looking – some outward

74. Rapport
Relationship
Respect
Result

75. Treat Others As You Would Like To Be Treated
Issue Adapting & Connecting Template & relate back to Recognising Type Exercise
What can we do more of to improve working relationships? Foot on the peddle – foot off

76. Treat Others As THEY Would Like To Be Treated
Issue Adapting & Connecting Template & relate back to Recognising Type Exercise
What can we do more of to improve working relationships? Foot on the peddle – foot off

77. Motivation

78. Endeavour!

79. Enterprise!

80. Valiant!

81. Possibly…

82. Might Do…

83. We’ll Try…

84. opportunityisnowhere
Mercedes Exercise Body Language / Tone / Content

85. opportunity is nowhere
Mercedes Exercise Body Language / Tone / Content

86. opportunity is now here
Mercedes Exercise Body Language / Tone / Content

87. Woman without her man is useless!
Mercedes Exercise Body Language / Tone / Content

88. Woman. Without her, man is useless!
Mercedes Exercise Body Language / Tone / Content

89. (“Going the extra mile”)
Discretionary Effort
(“Going the extra mile”)
Is this the place to at least put in a marker about Dip Excellence or Greatness? WE WILL TELL YOU ON TUESDAY WHAT TO SAY AROUND THIS 89

90. The £341,445 Difference
1st £547,267.50
2nd
£205,

91. Where could you apply your extra inch?
Objectives
Where could you apply your extra inch?
All through the Insights colour model
Day is time for you – some inward looking – some outward

92. Just a bit faster than the next bloke!
How quickly would you need to run?
Just a bit faster than the next bloke!

93. Change the service? Change your mind!
Change the service?
Change your mind!
Mercedes Exercise Body Language / Tone / Content

94. Pledges… Keep hold Let go Take forward
Mercedes Exercise Body Language / Tone / Content

95. Extinguish The Candle

96. It’s No Good Just THINKING About It!

97. Don’t forget your ‘Profiling Kit’ at the book stand
Mercedes Exercise Body Language / Tone / Content