1. andy@andyedwards.biz I’ve Upped MY Service Excellence UP YOURS! With Andy Edwards

2. andy@andyedwards.biz Objectives Explore personal impact Consider ‘Attitude’ and ‘Perception’ Look at influencing skills Discover ‘Motivation’ through self-awareness Pledges…

3. andy@andyedwards.biz Andy Edwards

4. andy@andyedwards.biz

8. Andy Edwards Professional speaker

9. andy@andyedwards.biz Trainer Coach Author Educator

10. andy@andyedwards.biz All Over UK

11. andy@andyedwards.biz Amsterdam

12. andy@andyedwards.biz Dusseldorf

13. andy@andyedwards.biz Barcelona

14. andy@andyedwards.biz Dubai

15. andy@andyedwards.biz Lisbon

16. andy@andyedwards.biz Qatar

17. andy@andyedwards.biz Cologne

18. andy@andyedwards.biz Marseilles

19. andy@andyedwards.biz Belfast

20. andy@andyedwards.biz Abu Dhabi

21. andy@andyedwards.biz Cannes

22. andy@andyedwards.biz Here!

23. andy@andyedwards.biz Service Is Judged The Same All Over The World

24. andy@andyedwards.biz NOT what we think We are judged on what we DO

25. andy@andyedwards.biz The role of BEHAVIOUR

26. andy@andyedwards.biz Who Do I like?

27. andy@andyedwards.biz Who AM I like?

28. andy@andyedwards.biz Fold Your Arms!

29. andy@andyedwards.biz Hippocrates 500 BC Melancholic Serious in approach Choleric Seen as tough- minded Concerned with others’ opinions Phlegmatic Outgoing & fun-loving Sanguine The Four Humours

30. andy@andyedwards.biz 3 Psychological Preferences Introversion – Extraversion Thinking – Feeling Sensation – Intuition Carl Gustav Jung 1875-1961

31. andy@andyedwards.biz 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

32. andy@andyedwards.biz 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

33. andy@andyedwards.biz What each type PRIMARILY wants… A QUICK RESULT ENJOYABLE INTERACTION ASSURANCE & SUPPORT CLEAR INFORMATION

34. andy@andyedwards.biz 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. andy@andyedwards.biz 20 Page Profiling Kit Your profile + 7 others

36. andy@andyedwards.biz Attitude

37. andy@andyedwards.biz I’m Busy… WHAT?

38. andy@andyedwards.biz How can we help?

39. andy@andyedwards.biz “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. andy@andyedwards.biz This is a story about four people, named Everybody, Somebody, Anybody, and Nobody.

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

42. andy@andyedwards.biz Anybody could have done it, but Nobody did.

43. andy@andyedwards.biz Somebody got angry about this, because it was Everybody's job.

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

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

46. andy@andyedwards.biz An opportunity is NEVER missed… …the ones YOU neglect – someone else gets!

47. andy@andyedwards.biz People judge your Actions and Words NOT your Plans and Intentions

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

49. andy@andyedwards.biz

50. a bit crap

51. andy@andyedwards.biz Know your NOBS From your WIMPS

52. andy@andyedwards.biz Objectives Ooooh! MATron!

53. andy@andyedwards.biz N ature O f the B east

54. andy@andyedwards.biz W ith In M y P ower

55. andy@andyedwards.biz Within Your Power is… PEOPLE’S PERCEPTION

56. andy@andyedwards.biz

58. Perception

59. andy@andyedwards.biz

61. Perception

62. andy@andyedwards.biz Another's perception may be invaluable

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

64. andy@andyedwards.biz What’s the WHOLE picture

65. andy@andyedwards.biz Cialdini’s Six Influencing Triggers Influence or Manipulation?

66. andy@andyedwards.biz Liking/Friendship:

67. andy@andyedwards.biz Reciprocation:

68. andy@andyedwards.biz Earlier Commitment:

69. andy@andyedwards.biz Authority:

70. andy@andyedwards.biz Scarcity:

71. andy@andyedwards.biz Social Validation:

72. andy@andyedwards.biz

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

74. andy@andyedwards.biz Rapport Relationship Respect Result

75. andy@andyedwards.biz

77. Motivation

78. andy@andyedwards.biz Endeavour!

79. andy@andyedwards.biz Enterprise!

80. andy@andyedwards.biz Valiant!

81. andy@andyedwards.biz Possibly…

82. andy@andyedwards.biz Might Do…

83. andy@andyedwards.biz We’ll Try…

84. andy@andyedwards.biz opportunityisnowhere

85. andy@andyedwards.biz opportunity is nowhere

86. andy@andyedwards.biz opportunity is now here

87. andy@andyedwards.biz Woman without her man is useless!

88. andy@andyedwards.biz Woman. Without her, man is useless!

89. andy@andyedwards.biz Discretionary Effort (“Going the extra mile”)

90. andy@andyedwards.biz The £341,445 Difference 1 st £547,267.50 2 nd £205, 822.50

91. andy@andyedwards.biz Objectives Where could you apply your extra inch?

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

93. andy@andyedwards.biz Change the service? Change your mind! https://www.youtube.com/watch?v=NaJ7U5pCRX0

94. andy@andyedwards.biz Pledges… Keep hold Let go Take forward

95. andy@andyedwards.biz Extinguish The Candle

96. andy@andyedwards.biz It’s No Good Just THINKING About It!

97. andy@andyedwards.biz Don’t forget your ‘Profiling Kit’ at the book stand