Category Relationships

Life’s a Pitch and then they buy

As a small business you know that every communication counts. When speaking with customers, suppliers, investors, competitors, or peers, the way in which you present yourself and your business will have a lasting impact on whether or not they do business with you, or in the case of competitors treat you as a genuine threat or potential collaborator.

Thinking of your business communications as ‘pitching’ may for some appear a little salesy yet there is nothing further from the truth.  Pitching in this sense is simply about  understanding, developing, and effectively communicating your authentic ‘personal brand’. It really doesn’t matter how many times you’ve won an award for excellence or how many features and benefits your product/service has, decision makers want to know about the person behind the business and will normally be influenced in their decision making by what they think of you rather than your business. I am reminded of a quote by Malcolm Levene who recently said “Being in demand for your services…is a direct response to how you behave and express yourself to others. These days that’s what counts”.  I think Malcolm is right and that engaging authentically with the customer or supplier, getting your ideas and passion across is far more likely to lead them to the next stage of buying or supplying.

If you’d like some tips and ideas to improve your pitching skills, take a look at the series of short videos from Paul Boross (aka The Pitch Doctor) on his You Tube channel. His message is simple – “You are the message, You are the Product, You are the Pitch”.

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You shouldn’t need an excuse to deliver great service

You shouldn’t need an excuse to deliver great service or to recognize great service but here’s one anyway.

Your excuse: This week is National Customer Service Week.

What does this mean?

Well, according to the Institute of Customer Service it is:

“a week long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.”

They further explain that:

“The week gives employers an ideal opportunity to recognise the efforts and achievements of people working in customer service, particularly those involved in crucial frontline and customer-facing activities. It’s also a chance for organisations to show they genuinely care about customers.”

I think this is a worthy initiative but the fact that we have a National Customer Service Week means that the levels of service that are being delivered are not up to the standards that we would like to see.

Like in many relationships it’s easy to get caught up in the stuff of life, the day to day, the nitty gritty and to forget, neglect or take for granted the importance of the relationships that we have outside (and inside) our businesses.

So, here’s my question to you: Given that it is National Customer Service Week , which of your customers have you not spoken to in a while or who in your team have you not recognised in a while for doing a great job?

Perhaps, a phone call, a visit, a pat on the back or a thank you might be in order?

Go on. Give it a go. You never know what might happen.

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