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Developing your people to enhance your customers experience
I’m writing this week’s FIT Bits on the evening of Valentine’s Day – sitting on my lonesome in the office, feeling very sorry for myself and a little unloved to say the least. My husband (who, as many of you know, is also my business partner) has deserted me, or rather chosen to spend the evening with his sons in Brighton, watching his beloved Liverpool play in the boys’ local pub instead!
Oh no, I hear you cry – how could David be so unkind, on Valentine’s Day of all days? Well even worse than that is the fact that Valentine’s Day is an EXTRA SPECIAL day for us here at First Impression Training, because it’s also OUR BIRTHDAY…..
Yes, we are 17 years old, having launched FIT on the 14th February 2001 and here I am now, having built a business from the dining table in our kitchen into an award-winning training company, partnering some of the giants of industry (and some of the equally fabulous smaller, yet perfectly formed organisations too) celebrating our significant success on my todd, without my significant other by my side, just as he was all those blue moons ago.
Still, it got me thinking about the whole subject of LOVE and how differently we all show it – to ourselves, our partners, our children, our parents, friends, colleagues and of course, to our customers too!
I’ve never had a problem showing or sharing my love, be it in business or in life, whether that’s been with my family and friends OR with my customers – and for those of you reading this now who ARE (or have been) my customers, I truly hope you’ve felt my love over the years? I hope you know how much I care and value and really rate you and your loyalty and trust in me and my company? Because it ain’t rocket science after all. We are ALL emotional beings - 84% of our customer’s experience is based on FEELINGS remember, so to place a human being in a work situation and expect them to behave differently – rationally, logically or unemotionally, would be just bonkers wouldn’t it!?
We are all capable of love! We’re all born to care and be cared for; we’re all wanting the attention &/or affection of others; we all want to be made to feel special and important and at the end of the day, love is what makes the world go around isn’t it!? So of course, we should all be bringing love into the mix when it comes to business – I mean, business is all about love too! I’ve often said that I’m truly blessed doing the work I do, because I LOVE what I do with a passion / obsession and for that reason, it’s never really felt like work, not in the true sense of the word anyway.
So now I’m on a mission if nothing else, to spread that love as far afield as I can reach before I hit the next Valentine’s Day and another milestone for First Impression Training, when we will reach adulthood, on 14th February 2019! I’m super proud of me – and David – and my loyal customers for what we’ve created (through love) here at FIT and I’m not embarrassed to admit that I feel very emotional, in a really good way, despite being abandoned on this very special day! I guess that old saying “love conquers all” is true!
One of my proudest moments in the last 17 years was launching our first ever online learning solution, with our flagship course “The Ultimate Customer Service Training Programme” or UCSTP for short! Boy, have we been shown some love from the few thousand people who’ve invested in this CPD Accredited training programme so far, which is packed-full of tips, techniques and ideas on how to WOW customers, make them feel special and spread the love! We’ve had some fantastic feedback about the UCSTP and we’re getting even more excited as plans go into place to launch the next programme in the Ultimate series in Spring this year.
In the meantime, given that we’re keen to continue spreading the love, so that more of you lovely peeps can take advantage of this world-class training programme and spread the love out to your customers and prospects too, I’ve decided to celebrate this very special Valentine’s Day and our 17th birthday with YOU instead….
I’ve not even spoken to David about this (well how could I – he did leave me tonight remember) so if you should see or speak to him over the next couple of days, let’s keep this between us shall we? This is one offer of love I DON’T want to share with him, or anyone else other than YOU right now…..
The UCSTP currently retails at £247 inc VAT (it’ll be £297 w.e.f. 1st March) and UNTIL MIDNIGHT FRIDAY 16TH FEBRUARY you can claim YOUR lifetime license of the UCSTP at a whopping 50% DISCOUNT!
Simply enter Coupon Code UCSTP50 and it’s yours for just £123.50!!!!
Help me celebrate Valentine’s Day and our 17th birthday in style and let’s spread the love!
CLICK HERE to claim your LOVELY special offer of the Ultimate Customer Service Training Programme NOW!!
Thanks for the love over the year - I’m off to Waitrose now to buy myself some flowers and a bottle of Prosecco - Why? Because I’m worth it!
Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!
...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.
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Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.Appeal To Your Emotions