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I’ve Upped MYService Excellence
UP YOURS!
With Andy Edwards
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• Explore personal impact
• Consider ‘Attitude’ and ‘Perception’
• Look at influencing skills
• Discover ‘Motivation’ through self-awareness
• Pledges…
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• Andy Edwards
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• Andy Edwards
• Professional speaker
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• Trainer
• Coach
• Author
• Educator
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[email protected] All Over UK
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[email protected] Amsterdam
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[email protected] Dusseldorf
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[email protected] Barcelona
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[email protected] Marseilles
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[email protected] Abu Dhabi
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[email protected] ServiceIs Judged The SameAll Over The World
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NOT whatwe think
We are judged on what we DO
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The role of BEHAVIOUR
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Who Do I like?
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Who AM I like?
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Fold Your Arms!
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Hippocrates 500 BC
Melancholic
Serious in approach
CholericSeen as tough-minded
Concerned with others’
opinions
Phlegmatic
Outgoing &fun-loving
Sanguine
The Four Humours
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Introversion – Extraversion
Thinking – Feeling
Sensation – Intuition
Carl Gustav Jung
1875-1961
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extravertintr
over
t
thinking
feeling
Self
Awareness
CompetitiveDemandingDeterminedStrong-willedPurposefulDemonstrativeExpressiveEnthusiasticPersuasiveSociable
CaringEncouraging
SharingPatient
Amiable
CautiousPrecise
DeliberateFormal
Analytical
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On a bad day… corollary WEAKNESSES
AggressiveControllingDrivingOverbearingIntolerant
ExcitableFlamboyantIndiscreetFranticHasty
Stubborn
DocileBland
Plodding
Reliant
StuffyIndecisiveSuspiciou
sCold
Reserved
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What each type PRIMARILY wants…
A QUICK RESULT
ENJOYABLE INTERACTION
ASSURANCE& SUPPORT
CLEARINFORMATIO
N
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[email protected] Key Learning Points
•We are a mixture of all four •Each has strengths & challenges
•Our least preferred colour may be the most difficult
•Service excellence = awareness of differences
•No ‘Boxes’
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20 Page Profiling Kit
Your profile + 7 others
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Attitude
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I’m
Busy…
WHAT?
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[email protected] How can
we help?
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“If it falls to your lot to be a street sweeper, sweep streets like Michelangelo painted pictures, sweep streets like Beethoven composed music ... Sweep streets like Shakespeare wrote poetry. Sweep streets so well that all the host of heaven and earth will have to pause and say: Here lived a great street sweeper who swept his job well.”
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This is a story about four people, named Everybody, Somebody, Anybody, and Nobody.
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There was an important customer to be served, and Everybody was sure that Somebody would do it.
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Anybody could have done it, but Nobody did.
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Somebody got angry about this, because it was Everybody's job.
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Everybody thought Anybody could do it, but Nobody realised that Everybody wouldn't.
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It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.
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An opportunity isNEVER missed…
…the ones YOU neglect –
someone else gets!
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People judge your
Actions and Words
NOT your Plans and Intentions
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What’s YOUR part in
providing service
excellence?
How do you know you’re ‘Doing’ it?
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a bit crap
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Know your
NOBSFrom your
WIMPS
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Objectives
Ooooh!MATron!
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N atureO f theB east
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W ithI nM yP ower
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Within Your Power is…
PEOPLE’S PERCEPTION
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Perception
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Perception
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perception may be invaluable
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They smashed into the bank…
…and stole £100,000
…and the boat was a write off
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Cialdini’s Six Influencing Triggers
Influence orManipulation?
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[email protected] Reciprocation:
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[email protected] Commitment:
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[email protected] Authority:
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[email protected] Scarcity:
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[email protected] Social Validation:
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[email protected] Lessons From the Sandpit• Don’t upset people
• Let others join in• Say sorry• Share stuff• Give things back
when you’ve finished
• No telling tales• Don’t be greedy• Tidy away• Look after each
other
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RapportRelationshipRespectResult
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Motivation
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Endeavour!
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Enterpris
e!
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Valiant!
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Possibly…
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Might Do…
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We’ll
Try…
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opportunityisnowhere
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opportunity is nowhere
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opportunity is now here
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Woman without her man is useless!
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Woman. Without her, man is useless!
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[email protected] Effort
(“Going the extra mile”)
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[email protected] £341,445 Difference
1st £547,267.50
2nd
£205, 822.50
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Objectives
Where could you
apply your extra inch?
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Just a bit faster than the next bloke!
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Change the service?Change your mind!
https://www.youtube.com/watch?v=NaJ7U5pCRX0
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Pledges…
• Keep hold• Let go• Take forward
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[email protected] Extinguish The Candle
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[email protected] It’s No Good Just
THINKING About It!
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Don’t forget your
‘Profiling Kit’at the book
stand
