How did you become a customer service keynote speaker?
After years running and growing my own businesses, I was invited to become director of consulting and training at Warwick Business School. I was then invited to write ‘Kick-Start Your Business’ and ‘Customer is King’ for Virgin. Sir Richard Branson wrote the forewords to both. As soon as they were published, requests to speak at events started flooding in from around the world. My reputation (ability to deliver) then took over!
How do your programmes and keynotes benefit audiences?
My keynotes are very practical and hands-on. The question is always, “And what can you do on Monday morning to make things (even) better in your business? Name three things you will do as a result of today”.
How do you work with clients to prepare your keynotes?
I insist on talking to the conference organiser and ideally to the Chief Exec or Managing Director. I need to know what is going on in the business. What is the recent history? What are the current challenges? I also need to understand the marketplace and industry so will ask about that as well as doing my own research. I also need to understand the context and purpose of the conference/event: What is the purpose? What do we want delegates feeling, thinking and saying when they leave the venue?
What types of tips can you share here that help attract customers?
I am happy to share blogs, book samples, video quotes and showreels…
Book on Amazon
What types of results do clients experience after your programmes & keynotes?
I do not believe in quick fixes although a shift in attitude can help. The presentation is a rattle of the cage and asks many questions of the business without threatening the integrity of what is being done already. My job is to show what is possible (and what has been done elsewhere) and how it will make things better for staff, customers and shareholders.
There is a shift in attitude and a commitment to make things (even) better. Often, my presentation is the wake-up call that is required to try that much harder to put the customer back at the centre of the business.