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Category: Sales
The little known secret of good public speaking
“History has repeatedly been changed by people who had the desire and the ability to transfer their convictions and emotions to their listeners” –Dale Carnegie
In my 40-year career of professional coaching, I have found the above statement by Dale Carnegie to be axiomatic. When we can communicate effectively in front of a group, we are positioned to change history. Think of Abraham Lincoln or Martin Luther King. Speaking in front of a group was a critical part of their success.
Here is the secret that my experience and history have shown: Those who have the most fear of public speaking and overcome this fear are often the best speakers.
There is more good news! If you have a deathly fear of public speaking and you want to get past this barrier, the rate of growth can be very rapid. In a matter of months, you can become an excellent speaker.
Here is an example: Several years ago I was approached by an eye doctor who was excited about some special research he had done regarding vision problems in young children. He found there was an acute need to discover vision problems early to prevent difficulty in learning and motor skills. He wanted to get the word out so that affected children could better adjust to their schooling. After 12 weeks of working with him, the doctor went on a speaking tour, and a year later he was doing a series of lectures through Europe partially paid for by his speaking fees. You may think this is an unusual case. It is not.
If the fear of public speaking is holding you back like it was for this doctor, resolve yourself to take action by reading or enrolling in a class. You will be on your way to a new dimension in life, and who knows? You may change history
9 free things we can do to solidify our career
Several years ago, I worked with someone who displayed one of the best collections of interpersonal skills traits I can recall. Her name was Jane, and once she made a statement I will never forget. She said, “I’ve worked for five different companies in the last 20 years and I have not moved from this chair.” You see, Jane’s company had been merged or acquired 5 times, and each time the new company insisted Jane remained. She was a receptionist – the first and last impression of her company. Why was she so popular? I think I know. Here are some of the traits I observed in her over the years:
Positive: When we complain, we are a burden. If we down-mouth others, we lose respect. Jane exhibited rule #1: Be a person others want to be around.
Show genuine interest: She knew and remembered birthdays, sporting events, anniversaries, and vacations. She was sincere and got others talking about their favorite subject – themselves.
Politics: She avoided this category, and I suspect she also avoided rattlesnakes!
Appreciation: She always remembered to say thank you.
Remembering names: She gave full effort to learning and remembering people’s names. She made others feel special.
Smile: She had an infectious smile, and a perpetual twinkle in her eye. People found her easy to approach.
Listened: She listened to understand.
Eager to help: She was continually looking for ways to help others.
Humble: She was humble. If she made a mistake, she quickly admitted it with no excuses or blame.
There you go. These are some of the main qualities Jane possessed. We can have them too. They are simply habits!
How to deal with a “stinker”
I graduated from college in 1971, and began my career as a manager in the hospitality business. One thing I learned quickly was that to enjoy my work in the hotel business, my team and I needed strong interpersonal skills. If we believe that 1% of the population is not friendly or likeable, that means we would encounter two such people each day if we had 200 guests.
My first test with a carmudgeon involved Mr. Kramer. He would check in very demanding and was quick to complain if he didn’t get fast enough service or special treatment. Before long, my entire staff was upset because of having to deal with Mr. Kramer. He wasn’t cruel or insulting…just a pain in the neck,
.Since Mr. Kramer came often, I knew I needed to find a way to get Mr. Kramer’s behavior to a palatable level. I thought of an idea: Since Mr. Kramer is not friendly, he is probably used to not getting the best service. Why not turn that around?
To begin this effort, I began impersonating Mr. Kramer. (I was pretty good at it!). When a staff member made a mistake or needed re-direction, I would talk to them in Mr. Kramer’s voice. We began to have so much fun with the routine that we all began to truly look forward to Mr Kramer’s next visit. We were excited to talk to the real Mr. Kramer. He wasn’t used to this kind of treatment. He changed his tune, and before long we discovered his sense of humor, and it was a good one.
In addition to making our work environment more enjoyable, Mr. Kramer gave us numerous referrals. He told his friends, “This is the place you want to stay”.
The next time you have to work with someone like Mr. Kramer, remember, like you and I, that person wants to feel important. If make them feel important, you will greatly increase your odds of making things better.
The bounty of going the “extra mile”
“Good manners are made of petty sacrifices”
-Henry David Thoreau
One of the most time-worn expressions we hear is “go the extra mile”. I think it is time we all take a step back and go deeper in to the extra mile concept and how we benefit when we incorporate this mantra into our daily experience.
I recently experienced a sterling example of this: It began nearly 10 years ago when I won a raffle prize at a marketing event. My prize was two $25 gift cards to a local auto service shop. Since I already had a place to service my car, my wife and I set the cards aside. The years went by and a couple months ago we decided we would try out the gift cards rather than just throw them away. When we arrived at the shop, the owner greeted us with a hearty smile and cheerfully agreed to honor the gift cards. We used one of the cards and got some new wiper blades.
A couple months later I had some used motor oil I wanted to dispose of. I went to the same place. The owner saw me in the parking lot and eagerly came out to greet me and accept the oil. This was the second time that fellow went the “extra mile”, and this time I was hooked.
This week I needed to purchase a new set of tires. I headed straight to the friendly shop and they had me fixed up in an hour. As a drive away, I was a happy customer and committed to stay that way. We respect and appreciate those who go the extra mile for us, and they earn our loyalty. (And get our money)
Manage your “moments of truth”
World War II hero Eddie Rickenbacker became CEO of Eastern Airlines in the early 50’s. He believed that a critical factor in managing customer relationships and motivating staff was the way we manage ‘moments of truth”. He defined such moments as, “any opportunity a customer (or potential customer) has to form an impression about a company, product, or service”.
A couple weeks ago I had such a moment as a customer. I had purchased a pair of casual pants from a well-known retailer in the area. One day, when putting on my pants my toe caught an adjustor strap right at the cuff. The cuff tightened, and when I tried to loosen it, I couldn’t.
A couple days later we took the garment to the service desk of the store where we made the purchase. We explained the problem to the person behind the desk. We could quickly see that she had no idea of how to help us, and she went to the back room and brought the store manager back with her. As soon as the manager saw us, she smiled and quickly diagnosed our problem. There was a special button that needs to be pressed and she demonstrated it to us as she released the tension on the strap. The problem was solved! We had a good laugh and before we left we spent over $100 on additional items. We had just experienced a moment of truth that was managed successfully with tangible results. Take the number of employees you have times the customer interactions each one has per day, and you have the moments of truth. If you learn to consistently manage these instances well, your efforts will pay off royally.