Presenting Online – Raising the Bar

We're over four months in now from Lockdown, and still, a large proportion of people are working from home. In their home offices, studies, spare bedrooms or even in their gardens. The universal Zoom meetings are prevailing. Many moaning about them, complaining of Zoom' itis but also some taking to them like a duck to water. The standard of online presenting has dramatically improved, naturally. More important, though, are expectations. You're expected now to give a half-decent online video presentation. The bar has risen. Here's what's required of you now…

Read More

A Tip for Listening on Zoom

Hear them Listen to yourself Playback the meaning Deal with the next steps No fancy acronym I’m afraid but a useful four-step process. Hear them. Clear your mind, prevent your thinking, and take in everything they’re telling you. Turn on your state of appreciation to make sure they know you’re hearing them. Listen to yourself. That inner voice, demon. Your emotions and feelings will prevent you from hearing them. Turn them off. Use CBT – cognitive behavioural coaching - to rid them, they’re not helping you right now. Playback. In…

Read More

Customer Service Killed by Bad Processes

I see it all the time – systems and procedures hampering the customer experience – and its never the fault of the person looking after the customer. I see banks insisting on a two-hour mortgage interview which customers dread, websites insisting you phone them to change an address and unnecessary queues at Aldi when only one person is manning the checkout. We’ve recently moved house and needed some furniture for our new bedroom, so we chose Oak Furniture land because their products and prices are brilliant. We were given a…

Read More