The World’s Most Beautiful Word
“The supreme happiness in life is the conviction that we are loved” - Victor Hugo
Why is it that people use the word mate when speaking to a customer? Is it laziness? Is it habit? Is it carelessness? Is it fear of intimacy? Either way it does nothing to create or improve a relationship. Others words used are bud, lad, lass or luv. If you mean it the affectionate way, have you ever wondered that the person hearing it may think you are too lazy to remember their name?
For most people their name is not their badge but a symbol of love, which started when they were a baby. Their parents and family called them that name and mixed it up with cutchy, cutchy coos. The name is embedded with trust and loyalty and unconditional love. It is the name their best friends called them at school, and the name that was written on every birthday card they ever received. Now you come along and try to create an emotional relationship with a word that is so general it fails to cut through.
The greatest communicators in the world make a point of remembering people's names. Some will write down the name as soon as possible or others will ask the person to repeat it or ask a question about it. Is that Zach with a CH or a K?
If you still don’t believe how important a person’s name is you may want to read some more on the man Forbes Magazine valued at $2.8 Billion in 1985. This man made a point of remembering people’s names and using their name whenever he greeted them. This man was Sam Walton. He understood people and it was this ability that helped him create Wal-Mart, the owner of ASDA UK. Walton was known for his sincerity and deep understanding of human emotion.
Another issue you may face is the pronunciation of names.
Have you met a customer with a name foreign to you, and you were unable to say it correctly? The customer may not have been upset because they are used to it. However, wouldn’t you have stood out if you simply asked if they would mind if you enquired about their name. Try this. "I believe that your name is very special, and I don’t want to make a mistake when I say it. Would you please help me spell it phonetically so I don’t make an idiot of myself by saying it incorrectly"?
Which makes you look better in front of your customer, you saying it in error for the next 10 meetings or showing them respect from the start? This also has the added benefit of reducing your stress levels. Now every time you meet your customer you are not thinking “oh dear, how do you pronounce his or her name"?
Love Your Customer Challenge
List the fifteen most important people in your life? When you write their name down think about how saying their name makes you feel. If mentioning their name has an emotional effect on you, how do you think they feel about it?
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Friday 21 January 2011
Monday 10 January 2011
Kellcomm. The King’s Speech and WHY success is not just about HOW TO.
I sat in the Odeon cinema in Thornbury, Bradford on Saturday night when two tears left my eyes. I watched the struggle of a future King as he attempted to conquer a stammer, so he could speak in public. It reminded me of the communication fear I too once had. As a young executive in 1990 I soaked up the advice of a mentor of mine who said “banks of knowledge and expertise are wonderful, but they are wasted if you cannot articulate them to inspire people to a greater purpose than your own.”
Colin Firth's portrayal of King George VI shows us that all leaders and future leaders must be great communicators. The film demonstrates how the act of personal communication in written or oral form allows a leader to connect more effectively with his or her audience. That audience may comprise of subjects, voters, customers, staff, investors, suppliers or the media. Leaders may have different styles, personalities and methods, but they must be able to communicate on both an emotional and logical level.
The Oscar tipped film makes a powerful point about the journey to communication success. Nobody is born a great or poor communicator. Great communicators of the past and present like Obama, Martin Luther King, Cameron,Winfrey, Indra Nooyi (Pepsi) Jinnah, Nehru, Clinton and Yorkshires own Seb Coe were not born with the gift but improved and perfected their skills on a journey of training. I mentioned in my book ‘Love Your Customer, Grow Your Business’ that Winston Churchill learned his communication skills from an Irish American called Bourke Cochran. Churchill mentioned to the King that he too once had a problem with words. The audience in the Bradford cinema roared with laughter at the future King's practice routine. I did too. I thought that if a future King could “let himself go” to improve his communication skills, why do some leaders neglect this essential part of their job? Some reasons include arrogance, ignorance, laziness and fear. John F. Kennedy adopted the Kings' animated rehearsal before a live TV debate with Richard Nixon in 1960. We all know who looked more relaxed and engaging and who won the US Presidential race that year?
I have studied the World’s most successful people in business, politics, and media. I discovered the common trait among the most successful people in their field was/is their ability to communicate to motivate, inspire, guide and sometimes entertain. My shyness and lack of communication skills in 1990 were transformed through dedication to practice and the guidance of some of the best mentors in business and media. I later enjoyed a media career broadcasting to radio audiences of nearly a million people and live audiences ranging from 10 people to over 100,000 people. The King's journey reminded me of my own learning curve, and prompted the water in my eyes. I now enjoy working with an exceptional team as we share our expertise with some of the brightest business minds in The UK and Ireland.
The biggest lesson the film offers, however, is not HOW the King succeeded in conquering his impediment but WHY he succeeded. It is the WHY that gave him the fuel to do the HOW TO. Isn’t it true that when we give ourselves a big enough WHY that the challenges of HOW TO don’t seem as big? It was only when the future King knew he would have to wear the crown that he really focused and applied himself with zeal to learn how to give his speech. This gave him the strength to deal with disappointments and setbacks and allowed him to focus like a laser on his goal. A big WHY in business and in life prevents people attempting things half- heartedly or giving up too easily. A big WHY inspires success.
Kellcomm's WHY is that we want to put ourselves in a space where we can help people communicate with ethical influence with themselves, their family and friends and the people they meet in business to ensure maximum success. The Kellcomm techniques are so far advanced from those of the King's tutor, but we share one thing. We have the same absolute passion to help our clients succeed.
What is your WHY that fuels your HOW TO?
I wish you a fantastic week in business and in your personal life.
Warmest regards,
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Colin Firth's portrayal of King George VI shows us that all leaders and future leaders must be great communicators. The film demonstrates how the act of personal communication in written or oral form allows a leader to connect more effectively with his or her audience. That audience may comprise of subjects, voters, customers, staff, investors, suppliers or the media. Leaders may have different styles, personalities and methods, but they must be able to communicate on both an emotional and logical level.
The Oscar tipped film makes a powerful point about the journey to communication success. Nobody is born a great or poor communicator. Great communicators of the past and present like Obama, Martin Luther King, Cameron,Winfrey, Indra Nooyi (Pepsi) Jinnah, Nehru, Clinton and Yorkshires own Seb Coe were not born with the gift but improved and perfected their skills on a journey of training. I mentioned in my book ‘Love Your Customer, Grow Your Business’ that Winston Churchill learned his communication skills from an Irish American called Bourke Cochran. Churchill mentioned to the King that he too once had a problem with words. The audience in the Bradford cinema roared with laughter at the future King's practice routine. I did too. I thought that if a future King could “let himself go” to improve his communication skills, why do some leaders neglect this essential part of their job? Some reasons include arrogance, ignorance, laziness and fear. John F. Kennedy adopted the Kings' animated rehearsal before a live TV debate with Richard Nixon in 1960. We all know who looked more relaxed and engaging and who won the US Presidential race that year?
I have studied the World’s most successful people in business, politics, and media. I discovered the common trait among the most successful people in their field was/is their ability to communicate to motivate, inspire, guide and sometimes entertain. My shyness and lack of communication skills in 1990 were transformed through dedication to practice and the guidance of some of the best mentors in business and media. I later enjoyed a media career broadcasting to radio audiences of nearly a million people and live audiences ranging from 10 people to over 100,000 people. The King's journey reminded me of my own learning curve, and prompted the water in my eyes. I now enjoy working with an exceptional team as we share our expertise with some of the brightest business minds in The UK and Ireland.
The biggest lesson the film offers, however, is not HOW the King succeeded in conquering his impediment but WHY he succeeded. It is the WHY that gave him the fuel to do the HOW TO. Isn’t it true that when we give ourselves a big enough WHY that the challenges of HOW TO don’t seem as big? It was only when the future King knew he would have to wear the crown that he really focused and applied himself with zeal to learn how to give his speech. This gave him the strength to deal with disappointments and setbacks and allowed him to focus like a laser on his goal. A big WHY in business and in life prevents people attempting things half- heartedly or giving up too easily. A big WHY inspires success.
Kellcomm's WHY is that we want to put ourselves in a space where we can help people communicate with ethical influence with themselves, their family and friends and the people they meet in business to ensure maximum success. The Kellcomm techniques are so far advanced from those of the King's tutor, but we share one thing. We have the same absolute passion to help our clients succeed.
What is your WHY that fuels your HOW TO?
I wish you a fantastic week in business and in your personal life.
Warmest regards,
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
Thursday 6 January 2011
Kellcomm and Richard Branson
When my publisher called to say 'Love Your Customer, Grow Your Business' was ahead of Sir Richard Branson's books on the iTunes Business Chart, I admit my heart sank. I was number 2 on the Best Sellers Chart. Sir Richard Branson has been a major source of inspiration for me. I remember his story 'Losing My Virginity'. He spoke about falling down on the sofa in tears when he felt things were not going to work out as planned.
While I didn't have tears, I will admit to some challenges in writing the book. The research, analysis and self discovery were enlightening and extremely enjoyable but the editing was very tough work.
I wanted to create something that would have a positive impact and not just be a purchase that ended up being listened to once. This meant I had to be harsh on myself to achieve my goal of maximum skills transfer to my readers and listeners.
I asked 100 sales people and 100 customer service agents how they worked and how could I fit my expertise into their busy lives. They gave me the answers, and I got down to work. Thank you for buying it and inspiring me to challenge, motivate and excite you to achieve the success you deserve.
Thank you Sir Richard for your inspiration too.
Warmest regards,
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
While I didn't have tears, I will admit to some challenges in writing the book. The research, analysis and self discovery were enlightening and extremely enjoyable but the editing was very tough work.
I wanted to create something that would have a positive impact and not just be a purchase that ended up being listened to once. This meant I had to be harsh on myself to achieve my goal of maximum skills transfer to my readers and listeners.
I asked 100 sales people and 100 customer service agents how they worked and how could I fit my expertise into their busy lives. They gave me the answers, and I got down to work. Thank you for buying it and inspiring me to challenge, motivate and excite you to achieve the success you deserve.
Thank you Sir Richard for your inspiration too.
Warmest regards,
Darren Kelly
KELLCOMM
The Communication Experts
Leeds
www.kellcomm.co.uk
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