I had a discussion with Chris Barrow, a mentor business coach, yesterday
about a live workshop I was giving later in the day. I asked Chris if he ever
became bored with the material he was presenting to his clients since he has been
working a foundation business program that has changed very little in the last
decade. His answer was simply, “No.” Other than updates, tweaks and minor adjustments,
his basic material is the same and will be for the next decade he explained. The
thing to remember when making a presentation to an audience is that no matter
how many times you have heard it, “It’s the first time they have heard it.”
I’d missed the point that what had become blatantly obvious to me was brand new
brain fodder for the audience.
My
response to Chris’s comment to keep a fresh approach for first time listeners
was to tape a note to the top of the digital projector to remind myself that my
delivery of the material in the best way I could was my job rather than view the
information as ho-hum, old news. The style and enthusiasm of delivering information
to customers is just as important as the content. Correction, the energy and method
of delivery is more important than the content.
That
which you perceive as obvious seldom is.
After the workshop, I had
a chance to chat with the owner of the Brewhaus Coffee and Café, our workshop
meeting site. We talked about her business and improvements on which she is constantly
working. She mentioned making a change in the bakery schedule at her business
and I interrupted her mid- sentence. “You mean the baked desserts in the glass
display case I see every time I walk in here are baked on the premises?” “Yes,
we create them right here”, she answered. “Is there a sign in or near the display
that I missed, because fresh baked right in the restaurant makes a big difference
to me.”
There wasn’t a sign then, but I suspect there may be one the
next time I walk in for coffee for the people like me who need the not so obvious
pointed out.
What I learned yesterday was the importance of considering
that what might seem to be obvious to everybody may actually be obvious to a select
few.
Are you taking for granted that your knowledge, experience or awareness
is old news for your customers, family and friends? It will be obvious that you
care when you take the time to make your message as clear as possible and not
always assume everyone knows what you know.
Looking
for the obvious can make you a catalyst for customer service, and that can help
you create the business you have always wanted! My 8 simple strategies for
success include learning to be a catalyst for customer service. Want to learn
more? click
here
