'Passionate People' is a monthly newsletter from the
desk of Paula Smith, Speaker, Author, Trainer and Coach.
Have you ever wanted to look one of your customer's in the eye and say those two little sweet words "You're fired" I know you have! Most of us have at some stage of our career. Even the most enthusiastic client-focused businessperson has wanted to fire some of their customers from time to time.
We are all taught in our customer service programmes that the customer is always right and everyone is a valuable customer.
But are they? Let us visit the Pareto principle or the 80/20
rule and you tell me.
20% of your customers give you 80% of the issues, problems and stress. Is this right?
Now many of you may be thinking; it is just the high maintenance, complaining customers you want to fire. Think again! You don't fire a customer just because they are giving you feedback about what you can do better or the customer that demands a little extra attention.
I am talking about the customer who takes up lots of your time with promises you have made to them in good faith. Promises that are no longer what your Company is all about.
The customers who perhaps you have outgrown.
When was the last time you did a Customer Analysis? Where is your time and resources being spent and where is the return or profits coming from? 1. When you started? 2. Now? And 3. In the direction you want to be heading?
When I coach small business owners they constantly tell me they cannot raise their prices because a small amount of their long term customers will just not shop there any more. That is unfortunate; I suggest that a loyal customer who is getting great service usually will stay. It is the customer who is only a price shopper may choose to look elsewhere for another bargain. Do you want to base your business or your brand on a bargain shopper if you are not a bargain business?
We also need to look strategically in where we are heading.
Has your vision changed since you took on those long-term customers? Does your current customer base fit with the future direction of the Company? What does your ideal customer look like now?
The biggie here is HOW do you fire your customers? You do still want your brand to stay in tact and the brand relationship to continue just at a different level.
You can still fire a customer by meeting all their needs; you are just not the Company or the person to provide it anymore. There are many strategies to fire your customer and still have a raving fan.
You may be surprised at what happens to the growth of your business, your stress levels and your work life balance when you finally fire your customers.
top of page
In fact I am so excited about this news I couldn't wait to share it with you.
Are you a trainer who wants to take your training to the next level and want to be recognised for your level of knowledge and skill?, or are you an executive who wants to stand up and speak out to win business?, or maybe you are a person or presenter who wants to take their presentation skills to an Australian Industry Standard? There is a new qualification coming to town and you are the first people to hear about it.
Diploma of Presentation Skills
I have been working on the new Nationally Accredited Course for a while now and I can't wait to bring you the latest trends, the industry standards and a good solid qualification in Presentation Skills.
It is the first and only qualification in Australia which focuses on developing Exceptional Presentation Skills.
The qualification will include: Advanced Presentation Skills and Methodologies, Speaking to Build Business and Relationships, Presenting to Media, Sales Presentations, Innovative Thinking Practices, Personal Branding for Trainers, Presenters and Business People and much more.
We are in the process of getting the qualification ready for delivery and on scope for the first pilot in May/June.
I will be personally presenting the 5 full day interactive workshop qualification with some visits from awesome industry professionals and you can lodge your expression of interest now.
Be the first in Australia to obtain this valuable qualification.
Email me now to lodge your expression of interest.
I will also be delivering the course in-house for organisations and will be presenting interstate open and in-house programmes.
The cost of the course will be $2,500 pp although if you are one of my valuable clients or on my client newsletter list (You can use this newsletter as a $500.00 voucher for the first course only - that is a 20% discount).
We will only have limited number for the first workshop in Perth so do not delay.
We are not taking enrolments/payments yet until we have it on scope with our partnering RTO. Just your interest for a place in the first course. More information will go out very soon.
I am very excited to be able to bring you this much needed qualification.
Come and join the first team for a truly great experience.
(And I have some other great news in the next newsletter – but I am going to make you wait for that one).
top of page
Presentation skills are a must have skill in today’s
competitive business world.
 Tip Number
12.
In light of the new qualification my tip this month has to be to "Educate Yourself".
Practice makes perfect. When you see a good presenter, you just know they have been doing it
for a very long time. When you see a great presenter you know they have taken time to educate themselves, when you see an awesome presenter you know they are totally committed to the art and science of presenting.
Whether you present to Educate, Inform, Persuade, Influence or Inspire you owe it to yourself not to take a chance on fluking a good presentation. Learn why people remember key messages delivered at specific points during a presentation; learn how your voice can be a powerful tool of the trade or how we all learn differently. Do you know the environment we choose to present in can be a barrier to learning? And how we move and shake on our speaking platform can be the difference between an average presentation
and a powerful one.
So even if you do not choose to complete a whole qualification if you are serious about taking your presentation skills to the next level take the time to educate yourself. Presenting is so much more than just being and engaging entertainer.
top of page
This month's rant and rave is for a colleague of mine from National Speakers.
Dr Jenny Brockis
Because of this months flavour being all on education, this is one lady that is committed to life long learning and is on a mission to deliver to her clients the latest and most up to date research in Neuroscience and Memory.
Jenny presents workshops for the public and for organisations on how we can sharpen our minds to stay on top of our game.
If you want to help your staff perform at their very best or are concerned about cognitive decline – Call Jenny and just GO to one of her talks or workshops. Jenny is also an engaging, down to earth, authentic speaker who will not bore you to death with medical terminology. Just really great tips that we all need (okay I need).
Jenny always goes that extra mile for her workshop participants and just delivers awesome value www.drjennybrockis.com you can even sign up for her newsletter and visit her blog.
top of page
I would love to come and speak or train at your organisation.
I deliver workshops on:
- Exceptional Presentation Skills
- Stand Out Training
- Personal Branding for Business Success
- Training and Assessment
- Enterprise Trainer
- Workplace Dynamics
- Speak and Profit
- Leadership
A range of keynotes for your next conference.
Guest speaker at your community organisation.
Or I personally coach a small number of clients
wishing to reach for the next level in their business or
career.
Visit the website for more information: www.paulasmith.com.au
or accredited training www.studiowesttraining.com.au
Or call me to discuss your needs personally 1300
852 859
top of page |
