by Alan | Sep 26, 2007 | Content, Customer Service, Don't!, Flying, Leadership
Traveling a few weeks back and found a number of customer service stories from the line of work that seems absolutely determined to provide bad service — the airlines.After missing one flight (due to no fault of my own — in fact, I ran through the airport...
by Alan | Jul 30, 2007 | Communication skills, Don't!, public speaking
Found a phrase that is a tip-off more than perhaps any other that a speaker is not bound by Rule #1. It’s very prevalent. I’ve used it. We should all ban it from our vocabulary. The phrase is any one that starts with “I want…” Some...
by Alan | Jul 25, 2007 | Customer Service, Don't!, Leadership
Another brilliant customer service story. My cell phone provider (who shall remain unnamed, but whose name means to run really fast) evidently called me this evening. Toll free number calling, man with thick accent identifies himself and gives the greeting and who he...
by Alan | Jul 8, 2007 | Communication skills, Delivery, Don't!, public speaking
Heard a preacher today who evoked memories of a standard Southern Baptist hell-fire-brimstone sort. If I read what he had to say, I’d probably be compelled to read every word. I found listening to be painful, and it appears I was not alone.After a very...
by Alan | Jun 14, 2007 | Communication skills, Content, Delivery, Don't!, Leadership, public speaking
This post could have dozens of examples tacked to it. It’s one of the most common things I see. And it’s an easy fix. That’s hard. :-)The phrase goes something like this: “What I want to tell you…” or “I just want to...
by Alan | Jun 9, 2007 | Communication skills, Delivery, Don't!, public speaking
In one of the ASTD presentations I was in this past week, the presenter had given the talk earlier in the week. Evidently the feedback forms had already been turned in and seen by the presenter, because he referenced them several times.Part of the session was on...
