Podcasting from Cork Ireland for 36 minutes
you’ll hear Roger Overall & Paul O’Mahony
talk about customer service to
“Help you attract & keep more customers”
In Episode 7 of Season 3, we address a problem many businesses don’t know they have.
We start with surprising questions
- Who invented the term “airplane mode”?
- Why the heater was blasting away in Roger’s office
We get into the meat
- The weather for entrepreneurs & startups can be unpleasant
- Should business people pretend they’re feeling great when they aren’t?
- Is it better to be “authentic” or always have your best face forward?
- Should podcasts be perfect or should they (sometimes) show bad humour?
- Why Paul felt like flagellating in the corner – not flatulating
- Is ‘real‘ communication better than ‘consistent‘ communication?
And move on to
- A story from days of corporate culture transformation in London
- How mistakes in customer service & recovering well can deepen rapport
- Is it wise to make deliberate cock-ups & recover with style?
- Deliberate breakdown of coach, sweets, replacement coach & refund
- Word-of-mouth marketing is powerful
All this can be fun – when you do it well
There’s plenty more
- What should a waiter do?
- The behaviour of waiter clattering a cup of coffee
- Most apologies are insincere & fake.
- How to apologise to a customer
- Human connections – make yourself ‘vulnerable’ (9.05)
- Dreadful pints of Guinness are served (8.20)
- Customers have crap days – may empathise with you – sometimes (9.30)
- If you’re a miserable git all the time – or a misery gut occasionally (10.00)
- When your default setting is “miserable” (10.35)
- Humans have bad days (11.25)
- The challenge is to explain in an impressive way (10.50)
- You don’t have to beat yourself up when you let yourself down (12.05)
- Don’t hiss at the cat, bark at the dog & let everyone have it (12:45)
There are more stories
- From the days of corporate transformation in London Transport (13.10)
- Making Mistakes in customer service & recovering well deepens rapport
- Deliberate cock-ups are tricky
- If you breakdown, hand out sweets, provide replacement coach + refund
- Word-of-mouth marketing works
The best story – told by Roger
- A Richard Branson story – heard from Dinah Liversidge (16.40)
- Virgin Airways destroyed wheelchair – what they did to make it up to her
- Unequivocal apology – no mincing words
- Richard Branson phoned her – maybe from a balloon
- Dina got the Rolls Royce of wheelchairs
- She switched her custom from British Airways to Virgin Atlantic
- How many have heard that story?
- People who get lousy customer service
- Dina decided she didn’t want to be paralysed anymore
- Sarah Weldon was also paralysed
- It’s great when you overcome extraordinary disabilities
- Andy Bounds, blind, turned that into ‘Clearer Communications’ business
- It’s good to design buses for people with disabilities – it helps everyone
- Exceptionally clear communications impress & lead to loyalty
Some companies are astonishing & worth copying
You can be magnificent
When things go wrong
- Does being moody damage your business? (27.00)
- Yes – if you do certain things – and not if it isn’t a pattern
- Cocking-up a meal in a restaurant
- Rant by Paul about the ruined meal
- Knock money off the bill
- Free meals for all
- Vouchers encourage customers to return
- What’s the marginal cost of providing a meal in a restaurant?
- You can recover from giving lousy service – but how? (31.05)
Appeal to our supporters :
Please tell one other person
Our 3 best bits of advice
- You can make the second impression more powerful than the first – and diminish the impact of a poor first impression
- Being moody is human – dealing with it well can lead to even better relations with customers
- If you’re apologising, be whole-hearted
We spoke fondly of
- London Transport
- Dinah Liversidge
- Business Networking International (BNI)
- British Airways
- Virgin Atlantic
- Richard Branson
- Rolls Royce
- Andy Bounds
Let’s work together – fondly
@rogeroverall Show and Tell Communications
@omaniblog on Twitter – Phone Paul (phone number on podcast)
@bizjazzpodcast Leave comment on businessjazz.net
@mcfontaine Mark Cotton (sound) AudioWrangler
We’ll be back