On Monday I got back from a 14 day work trip abroad. Back in the office there was lots of work that had to be handled. As a result I was really busy.
As I applied myself the cell phone rang. A voice said: "Hello this is your telecoms company am I connected with Mr. .....?"
"Yes, this is me," I reassured him.
He continued, "I have good news for you. To thank you for being a faithful client we are reducing the cost of your service."
This caused me to feel good despite the annoying intrusion into a busy day. "Thank you," I said.
Then the caller started to lose the plot as he said, "In order to continue I need to verify who you are so as to conform with data protection regulations."
I started to feel frustrated, "You called me because you already know who I am, and when you asked me I confirmed again who I am. So please do not waste my time when I am really busy. Just advise me what you want to say."
"Yes sir, I'll do that," he assured me. "But first I need to..."
I butted in, "no you do not. This call is about me, not about you. Therefore you can either tell me what you want to tell me or this chat has to end so that I can get on with my work."
"Yes sir, I understand that you're busy. But first I need to..." I hung up.
With a little simple NLP Training the sales person would have known it was his job to be of service to me, not to waste my time taking me through an entire load of data gibberish which might just conceivably add worth for his organisation but which adds nothing whatsoever to me the shopper.
The difficulty for this company is that their focus is inward. They think only about themselves and their profits, not about delighting me, their buyer, for the time being, but very shortly to go.
As I applied myself the cell phone rang. A voice said: "Hello this is your telecoms company am I connected with Mr. .....?"
"Yes, this is me," I reassured him.
He continued, "I have good news for you. To thank you for being a faithful client we are reducing the cost of your service."
This caused me to feel good despite the annoying intrusion into a busy day. "Thank you," I said.
Then the caller started to lose the plot as he said, "In order to continue I need to verify who you are so as to conform with data protection regulations."
I started to feel frustrated, "You called me because you already know who I am, and when you asked me I confirmed again who I am. So please do not waste my time when I am really busy. Just advise me what you want to say."
"Yes sir, I'll do that," he assured me. "But first I need to..."
I butted in, "no you do not. This call is about me, not about you. Therefore you can either tell me what you want to tell me or this chat has to end so that I can get on with my work."
"Yes sir, I understand that you're busy. But first I need to..." I hung up.
With a little simple NLP Training the sales person would have known it was his job to be of service to me, not to waste my time taking me through an entire load of data gibberish which might just conceivably add worth for his organisation but which adds nothing whatsoever to me the shopper.
The difficulty for this company is that their focus is inward. They think only about themselves and their profits, not about delighting me, their buyer, for the time being, but very shortly to go.
About the Author:
Imagine a precision instrument that records the actions, words and feelings of the best performers. Then download that data to a powerful decoder that analyses and codes the behaviour. Transfer the code to your personal control panel so that you can reproduce excellence at will. This is how NLP Techniques work. NLP Practitioner David Ferrers will enable you to build your own control panel during Business Coaching. You will then have the power to influence opinions and outcomes to grow profits.
