Category Archives: Training

Why sales and service training doesn’t always stick!

I bet you (or your people) have been on many training courses in the past that, whilst good on the day, failed to make a lasting impression or change. Many of us still have the handouts and workbooks stashed away in our drawers from long forgotten training sessions that have never seen the light of day since. So why didn’t the training stick? Why didn’t you or your people come bursting back into work making tangible changes and improvements? It’s because you need the following essential elements in order to make training really stick. Continue reading

Stop Buying Customer Service Training

Over the years I have run various customer services courses and as there was a demand for it, I supplied it. I rarely ran them as open courses because I wanted to ‘vet’ the companies to make sure they were ready for the training. The truth is that customer service ‘training’ is the last step for your organisation to take if you truly want to be customer centred (and then in the end you may not actually need it!).

Many call this process I’m talking about ‘Creating a Customer Culture’ and that in essence is what it is. I prefer to call it making customer care part of your DNA – where it drives your people instinctively, rather than you having to inspire it in them with initiative after initiative!

I’m including your sales and marketing functions in this too as from the customer’s prospective it is all service to them. And I’m also including internal customers because in business everyone who isn’t you is a customer. So that’s pretty much your whole organisation! Continue reading

Have you got double standards when it comes to buying and selling?

When salespeople tell me they are still cold calling I ask them ‘When did you last buy from a cold call?’ Almost all say never!

If they want training on how to get passed gatekeepers I ask them ‘How would you feel if someone tricked their way passed your gatekeeper? Would you want to build rapport and buy from them?’ Guess how they answer that one!

We have a wealth of knowledge about how people buy because we all buy stuff all the time. If a fancy sales trick doesn’t work on you then it probably won’t work on anyone like you. Continue reading

Why sales and service training doesn’t work

No, I haven’t gone mad; I just want to show you that it’s a mindset and culture thing!

Most training courses consist of the sharing of tools and techniques to use and implement in your organisation. These tools rely on the desire, commitment and will of the learner to use them.

The trouble is it’s not that simple. If it was just down to learning the tools then we would have no problem selling, serving, losing weight, managing time, finding love or any of the other goals we want to achieve in life.

It takes more than that. It takes a real desire to want to do something differently or better and the right culture to do it in.

There is little point in JUST giving your people tools for how to give a great sales and service experience. They know what ‘great’ does and doesn’t look like, they see it every day as customers themselves. It has to go deeper than that. They need to understand WHY they WANT to do it. Continue reading

Sustainability & Your Business – Course Overview

To ensure your business can cope with future challenges and opportunities, today’s business leaders need to be aware that old managerial styles based on financial assessment alone are no longer enough.

To future-enable an organisation you need to operate on the principles of the triple bottom line – bringing together financial, environment and social aspects to build a more stable and profitable business. The Sustainability & Your Business Course offers benefits to business by using the triple bottom line approach including: Continue reading