by Alan | Mar 23, 2007 | Communication skills, Content, Customer Service, Delivery
Flying earlier in the week and heard over the PA in an airport:”American Airlines paging pilots Captain Susie Queue and John Doe. Please report to Gate 7 regarding your flight.”Now, my fantasy is to be in an airport or airline where the pilots don’t...
by Alan | Mar 20, 2007 | Customer Service, Leadership
While this isn’t a customer service blog, per se, good communication is often a part of good service, and I wanted to call out an example I experienced today.I was leaving for a trip and found out at the last minute that I lacked a piece of equipment. A call to...
by Alan | Mar 20, 2007 | Content, Efficiency
Sitting in a hotel reading the instructions for “complimentary high-speed wireless internet service”.Seven steps, easy enough. Then there’s another step listed after an asterisk (even though there is no asterisk anywhere else on the page). The step...
by Alan | Mar 15, 2007 | Communication skills, Delivery, public speaking, Toastmasters
A common mistake of those making introductions is to hit the ‘punchline’ too quickly. When the “heeeeere’s Johnny” (did I just date myself?) gets uttered, the audience goes into applause mode, and the introducer’s job is over. Or...
by Alan | Mar 14, 2007 | Communication skills, Content, Delivery, Leadership
Tom Antion suggests104 a ration of 10 “you’s” to every “I” that is used in a speaking engagement. I’m against this on two levels. First, when we get to counting metrics in a speech, we’re forgetting the most important issue...
