Craigstrachan.com – Keep talking!

I just gained a new client because her current service provider takes too long to get back to her.

Not because my product is better, or because I am more skilled. It was simply because I am a better communicator than her previous supplier.

• How effective is your communication?
• What business are you losing because of your communiucation skills?
• How can you improve your communication with your clients?

I have been using Microsoft Office 2010 for a few months now. When I closed Word the other day, the following dialogue appeared on the screen. Basically Word had made a list of words that I commonly use that are not in the Word dictionary, and gave me the option of uploading them to their spell check database.

I am sure that they are using the community-gathered information to add new words to the dictionary to make for an ultimately better product.

This is a simple and elegant way to make a better product, and to have happier customers.

• What are you doing to make your products better?
• How are you involving your customers?
• Is it easy for your customers to provide feedback?

Gary Bailey

Some tips I picked up from Gary (ex goal keeper for Manchester United) at our Toastmasters conference. Enjoy!

Manchester United:

• Is a $1 billion business
• Has 300 million customers
• Delivers weekly to its customers

The principles of a good soccer team apply to business as well…

• Be tough- learns to takes knocks
• Build on gratitude
• Appreciate staff and all those around you
• Things go wrong for everybody at some time
• It’s how you deal with life, not what happens to you that is important
• Plan for the future
• Don’t send emotional emails because there is no emotion in email
• Make time for others
• Raise your energy
  • Body; food & exercise
  • Spirit; helping others
  • Mind;
  • Emotions;

Ali Bacher and ,me

Dr Ali Bacher spoke at our Toastmasters conference in May. Here are a few lessons from him.

1. Return correspondence within 24 hours
2. Brevity – 2 pages (both speaking and writing)
3. Workplace structures are meaningless (my version is that titles are meaningless)
4. Look after quality people that make it happen
5. If you pay peanuts you get monkeys
6. Keep your door open
7. Promote performers
8. Give responsibility to people you have confidence in
9. Give small gestures of appreciation
10. Be honest – never lie
11. Never break your word
12. Always settle out of court
13. Never record your feelings at the time, wait until you have cooled down
14. To learn respect, set the example
15. Fly economy class with your staff!
16. You have a responsibility to transfer your skills
17. Things don’t just happen; be proactive

Everyone Communicates, few Connect by John Maxwell

Published by Thomas Nelson

***look below for a free copy – contest closed

Many of us have intentions to read more self-development books, but by the end of the work-day we are simply too tired, so we end up in front of the TV or reading a light novel.

This book is one of those that you can pick up at the end of the day. It is filled with stories and anecdotes drawn from his own experience and from others; all of which illustrate the points that he is trying to make. The story telling style makes it easy reading; yet still a book of substance. This is typical of what I have come to expect from his other books. At 250 pages it is not a long read, but you can always go back to it again and again.

The main premise of the book is that while we spend a huge amount of time communicating, we are not necessarily making the right effective connections that are crucial to effective communication and leadership.

The book is divided into two main sections; principles and practices. It is self explanatory, but he gives a few simple principles on making better and effective connections, and then shows how to implement them.

The book is aimed at anybody wishing to make better connections; and could be applied in both your personal or business life. He gives simple tips at the end of chapter, divided into three main areas, namely one-on one, a group or an audience.

For the public speakers out there; some great tips (and affirmation of some things you already know), for those of you in corporate business, some tips on working with colleagues, in teams at or in a group environment, such as at meetings. And one-on one communication is important to us all.

An unusual feature of the book is that John Maxwell posted the manuscript of the book on his blog www.johnmaxwellonleadership.com, and he received over 100,000 view over eleven weeks, resulting in over 70 quotes, stories and anecdotes from readers which resulted in over 100 revisions. Every contributor is acknowledged in the book.

I am a fan of John Maxwell, so it is difficult to be unbiased, but as a communicator and public speaker, this is a great book, and it is going to help you to become even better.

It is available from Amazon in hardback for $17.15.

The folks at Thomas Nelson have kindly provided 5 free copies to readers. Leave you name in the comment section below, and I will randomly draw 5 names on 28 July who will each receive a copy.

Thanks to Thomas Nelson for the (signed) review copy.

Here is a brief extract from an interesting list of 10 things to never say to your customer. It is from”the amazing service guy”. How many of these have been said to you?

“We’d like to help, but it’s our company policy…”
“You’ll have to talk to the corporate office about that.”
“No one else has complained about…”

How many of them have you said yourself?

The full list is here.

Heard in a presentation by (the other) Michael Jackson

“Yes, you should wake up every morning terrified with your sheets drenched in sweat, but not because you’re afraid of our competitors. Be afraid of our customers, because those are the folks who have the money. Our competitors are never going to send us money.”

Jeff Bezos, CEO, Amazon.com
Remember who could be sending you money, and do everything to gain their trust, respect and business.

I have received a copy of my recent interview with the times. This was recorded at the dinner at the Toastmasters conference in Johannesburg.  I discussed Toastmasters, the importance of communication and leadership skills, and why the Toastmasters programme is so important.

Download the podcast.

Thanks to Ian and Michael Bratt, as well as the Times for the copy.

Confessions of a Public Speaker, by Scott Burken

When I received a copy, my initial reaction was that it was yet another publich speaking guide. Paging the book, I quickly realized that I was wrong. This books provides a very different perspective on public speaking, Written by somebody that clearly has experienced many hours on the stage, he not only gives the usual information that you would expect from such a book (how to structure your speech, using PowerPoint, body language etc), he also gives a huge amount of guidance on things that you only learn from experience, such as the easiest way to hook up a lapel microphone (unplug it, drop the cable through the inside of your shirt, and then reconnect it), how to full the front row (give stuff away), and how to use silence to make a point.

This book will help anybody interested in become a better public speaker, as well as those who are starting to do more than just the occasional presentation at work. It is loaded with tips and tricks that you only gain from experience on the road. It is written in a lighthearted manner, and is incredibly easy to read, the author has a quirky sense of humour, and he is happy to poke fun at himself. Chapter titles include “do not eat the microphone”, “the science of not boring people”, and “what to do if your talk sucks”. Even if you have been around for a while, you will still learn a trick or two from the book.

While there are many photos in the book, they are black and white, and are generally not very clear. However, you are not buying the book to look at the photos.

The book is easy reading, full of tips, and provides valuable advice to both the beginner and more experienced speaker; well worth reading.

You can buy the book from Amazon.com ($16.49), or find out more about Scott on his website

Thanks to the Folks at O’Reilly for the review copy.

Here is a great slide deck illustrating how to use visuals to portray a story. It is an advert of John Maxwell’s new book  “Everyone Communicates, Few Connect“. I will be reviewing the book shortly, so watch this space. In the mean time, enjoy the slides.

It shows that you can easily tell a story with lots of pictures, and few words.