Your Intended Message

How Can you Deliver Celebrity Service? Geoff Ramm

Why did Forbes call Geoff Ramm a Game Changer?

Why the extra mile and exceeding expectations is not enough

Episode 205 (Geoff is based in north east England)

In this this conversation with Geoff Ramm we explore:

• What is the key question you need to ask to surpass the competition?
• How would you treat the A list celebrity differently?
• How would you serve George Clooney or Angelina Jolie?
• How big or small is the gap to deliver celebrity service?
• How to forge a strong emotional connection with your audience
• Why is personalization and how might you apply it to your business?
• What can you learn from successful customer service stories
• What's the difference between good service and celebrity service?

About Our Guest Geoff Ramm:

Forbes stated "Geoff  Ramm is a Game Changer in the world of customer service".

He is the author of two books, Celebrity Service and Celebrity Service Super Stars.

He has delivered his message to audiences in 50 countries.

Learn more about his books and service at 

https://www.geofframm.com/

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Excerpts from this conversation with Geoff Ramm:

For anybody listening, I've got my hand up quite high, Jeff, we're pretty good. But there's always room for improvement.

And I will challenge the audience and say, Where does that improvement come from? Because if you go the extra mile and exceed expectations, those are the words that your competition are talking about right now.

And I said, in six months time, you'll have all got, you know, an extra mile further forward. But it's hardly the LEAP you could make unless you change your mindset.

And you change your mindset with one question. And that question is a philosophy. It's a philosophy that I've wrote about, that I speak about all over the world. It's the philosophy that every audience, every team, every brand gets within seconds.

And this is what I hope Forbes may have just seen in me. So as you write, how do you go from a seven to an eight to a nine to a 10? And beyond?

It's this one question if your next customer, client, passenger member, guest, we're an A list, celebrity, Hollywood, God, or goddess, if your next client were Taylor Swift, George Clooney, Denzel Washington, what would you say?

What would you do? How would you react? What would be the difference in the way that you would treat them?

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But what I have George on screen, and you've seen this many times, when we've spoken internationally together, I show pictures of my daughter, and her love for coloring in and an art.

And so I show these photographs of when she was little coloring in and so the audience can see what my dog, they know her name, they know what she loves.

But now they can see her. And that connection to the audience is very, very strong. But I'm telling the story of this experience in a toy shop.

But I see the funny and I see the quirky and all of the stories that I tell. And it was a beautiful piece of selling, it was a beautiful piece of customer experience.

But it was all about personalization, which I talk a lot about, because people talk about personalization. But I don't see many examples. So when I deliver my stories, they're packed full of examples. But hopefully, there's some key tips and learnings from that that a business can go.

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Write Emails with Purpose, NOT by Accident: Liz Danziger

Write email that gets you the results you want.

Avoid sending email that shows up in the news, or in court

Episode 204 (repeat of #134, Liz is based in L.A.)

Listen to this conversation with Liz Danziger before you send that toxic email and save yourself grief.

 

About Liz Danziger:

Liz is the author of four books published by major publishers including business writing guide, Get to the Point! She is also a columnist on Inc.com

She has decades of experience in helping teams to write clearly and confidently. 

Her goal is to empower people to wield the power of words to create success.

To receive her monthly writing tips called Writamins visit www,WorkTalk.com

At the same site you can get your copy of Ten Tips for Communicating Effectively in a Fast-Paced World.

You can arrange a complimentary 30-minute call to explore communication issues in your organization. Select a time on her calendar

https://calendly.com/worktalk

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Excerpts from this conversation with Liz Danziger:

Mistakes that right off the bat, you could say, okay, stop doing this, this and this, and people's writing will dramatically improve?

Yes, one thing is that they could know their purpose before they start and know their point before they start. My view is that most writing problems happen before a person starts to write.

They happen in the thinking phase when people don't think about their purpose. And that's why I'm so pleased to be on this podcast, your intended message, because that's exactly what the worktop trainings are about is having people be clear on their intentions, and then target their readers.

And so the first thing is to know your purpose and your point. The second thing would be to think about your reader it astonishes me sometimes, how people will just sit down and they're just tap it, tap it tap, but they're writing away.

And then if I stopped them in coaching or in training, and I asked them, so what do you think your readers interested in? And they're like, oh, that's an interesting question. So they need to think about the reader and they need to use clear language.

And the last thing I will say is, people have to reread before they send. It's a common common error that people just tap it tap and send without proofreading. And they live to bear the consequences.

 

 

 

 

Stand out from the competition by being different: Daniel Den

Do you have copycat competitors?

Does your message sound and look like everyone else?

Episode 203 (Daniel is based in Florida)

In this conversation with Daniel Den we explore:

• How to be so different that they can even begin to copy you
• What is the danger of looking like your competition?
• How can you position yourself in your niche?
• How to layer on more than one differentiating factor
• How to turn your product into an experience
• Why create a family of brands that support each other - like Apple
• How to start defining your difference
• How to describe your avatar to attract the right prospect

About our guest Daniel Den:

Daniel became fascinated with marketing and sales almost two decades ago. Today he is the co-creator of the X Factor Effect methodology where he and his team have helped over 20,000 students and clients grow their businesses. Daniel teaches that “Different is the new Better” and his framework includes nine pillars for differentiating your business so that you can become a market leader or category king or queen. 

Daniel Den is the author of the new book "Ideas That Influence," that was built to help business owners discover their own WILDLY SUCCESSFUL MARKETING IDEAS!

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Get your Big Ideas Box at 

https://www.bigideasbox.com/free-box-ideas-that-influence

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Excerpts from this conversation with Daniel Den:

If we are doing things exactly like our competition, then we end up becoming the average of our competition and the average competition goes out of business within about five years.

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And what we discovered is that if we take one big difference, but then stack that with another big difference, and then stack that with two or three big differences, additional differences, then you can get to the point where you become such a unicorn in your market, where the barrier of copy ability is just too high.

And where it would be laughable if somebody decided to copy you, after you had implemented all of those differences. And so amongst the nine different pillars that we've come up with, we help people become drastically different to the point where they are a unicorn inside of their market, where they can quickly become a market leader, or a category king or category queen.

And that makes all the difference that makes all the difference.

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We call it joining the age of experience. And the age of experience, what we've found, George, is that we all have enough stuff. We all are blessed.

Today, we all have lots of stuff. mass produced, we can pretty much get access to anything. And in today's world, stuff is not what people want anymore. What people want more, is a great experience, and they're willing to spend their disposable income on a great experience.

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Any damn fool can put on a deal. But it takes genius, faith and perseverance to create a brand.  Dan Ogilvy,

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PowerPoint Success: Ellen Finkelstein

Make PowerPoint Enhance Your Presentation

Don't be a PowerPoint Fool

Episode 202 (Ellen is based in Iowa)

In this conversation with Ellen Finkelstein we explore:

• Common mistakes to avoid when presenting with PowerPoint
• How to take a more productive approach to your presentation
• How your words, slides and delivery contribute to your success
• Why text on your slides stop people from listening
• How non-designers can create attractive slides
• The importance of practicing your presentation
• Your secret helpers - Text Pane and Presenter View
• Guidelines and tests for effective slide design
• How to fix boring slides

About our Guest Ellen Finkelstein:

She's a PowerPoint MVP and has been one since 2010. That's a Microsoft award and it stands for Most Valuable Professional. There are only 18 in the United States.

Ellen has been training and writing about PowerPoint since before 1999, including several books (written quite a while ago) and her PowerPoint Tip blog.

She isn't a designer so she loves to help non-designers create great PowerPoint slides that communicate clearly, command attention, and help the audience understand and remember the message.

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The Techniques that Will Make Designing Your Slides EASY!"

https://www.ellenfinkelstein.com/pptblog/getstarted/

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And so that's what how you have to write the content. And I do recommend doing that outside of PowerPoint and it's thinking about what you're saying.

So number two, I'll just go really quickly on the slide poor but everybody knows what death by PowerPoint is there's just lots and lots of text on a slide, slide after slide of text.

There's a fair amount of research that shows that we can't listen and look at the same time. That research is why there are some states that have laws against even being on the phone while you're you're listening to someone and talking to somebody while you're driving.

Okay, because you can't really listen and see at the same time, probably what the person is saying on the phone is a lot more interesting than what's in front of you.

So when you put up a slide with a lot of text, people start to read it, we're more visual, the part of the brain that that takes in visual information is much bigger than the part that takes an auditory information.

People read it, but they can read faster than you could speak. So they read ahead of you, they're not listening. And then when they're finished, they go back to listening to you. And they see that, oh, I've already read that.

So why should I pay attention to the speaker?

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That image should help people understand and remember what you are saying.

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I mentioned that presenters screen which functions a little bit like a teleprompter, and so the audience doesn't see it, you see your notes that you've put in the Text Pane, but they just see the slides.

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Never make text move. So don't make text fly in or fly up.

It's almost always annoying to the audience. Because as the text is flying in, they see it and trying to read it, but it's moving.

It gives people a headache. It's not nice to the audience to do that. So I would say I almost always use either appear or fade, if I'm using it on text, you know, it doesn't move at all.

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Story Telling for Business Leaders: Graham Brown

How to use Three-Box Storytelling to build Relationships

A simple method to frame and tell your stories

Episode 201 (Repeat of #68)

At the time of this interview, Graham Brown was based in Singapore

 

Highlights from this conversation about storytelling

 

The Heart as an Analogy (00:00:00)
An analogy for the heart as a symbol of music, love, and relationships.

Introduction of Graham Brown (00:01:22)
Overview of Graham Brown's background and achievements.

Introduction to Three Box Storytelling Technique (00:02:45)
Explanation of the three-box storytelling technique and its application in business communication and sales presentations.

Three Scenes of a Story (00:04:03)
Explanation of the three scenes in a story using the example of "A Christmas Carol."

Application of Three Box Technique in Sales Presentation (00:06:07)
Demonstration of how a business leader can use the three-box technique in a sales presentation.

Transformation and Crossing the River (00:10:44)
Discussion on the transformation journey in storytelling and the symbolism of crossing the river as a challenge.

Importance of Trust in Storytelling (00:12:22)
The significance of establishing trust through commonality and backstory in storytelling.

Power of Analogies in Communication (00:14:52)
Exploration of analogies as short form stories and their effectiveness in communicating unfamiliar concepts.

Creating Familiar Territory in Communication (00:20:04)
Emphasizing the importance of finding familiar territory in introducing new ideas or technologies.

Behavior Change and Familiarity (00:21:48)
Highlighting the role of familiarity in facilitating behavior change and acceptance of new concepts.

The familiarity part (00:22:56)
Neuropsychological studies show the brain can't distinguish between past, present, and future, making familiarity crucial in storytelling.

Archetypes and plot lines (00:24:42)
Joseph Campbell's hero's journey and the use of existing archetypes and plot lines in storytelling.

Podcast guesting agency (00:27:03)
Graham Brown's agency, Podcast Guesting Pro, helps people get booked on podcasts and navigate the process.

Effective use of stories in sales presentations (00:29:52)
Maya Angelou's advice on making people feel something, using the power of the backstory, and the importance of practice in storytelling.

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Podcast Guesting Pro is a dedicated Podcast Booking Agency that works with B2B thought leaders. They help you reach new audiences and build your authority by booking you on podcasts to showcase your expertise and spread your message. Learn more here...

https://www.podcastguesting.pro/

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Communication Lessons from Nature: Hugh Coppen

Why is listening a life saving skill in nature

Let's learn communication skills from the elephants 

In this enlightening episode, host George Torok chats with leadership consultant and coach, Hugh Coppen.

Episode #200 (Repeat of #57)

When he's not on safari in Zimbabwe, Hugh lives in California. 

Coming from a Zimbabwean farm, Coppen has a deep-seated love for wildlife. Now, as a leadership consultant, he channels his passion into valuable lessons for CEOs worldwide. His company, Tasimba, provides immersive safari experiences in Zimbabwe, creating a unique environment for personal and professional growth.

In this discussion, Coppin draws fascinating parallels between wild animal communication (especially elephants) and how we as humans can use similar communication methods. From understanding body language to acknowledging the power of silence, we explore lessons from the wild that can enhance our effectiveness in communication.

We delve deeper into 'listening' - not just to spoken words, but to non-verbal cues and our surrounding environment. Given their lack of speech, wild animals embrace body language and other communication modes that are insightful to us.

Coppen uses practical examples from the animal kingdom, like the positioning of an elephant's head or a flapping of the ears, to underline the importance of body language in effective communication and building listeners’ trust.

This episode, combining adventurous storytelling with critical leadership insights, is a must-listen for professionals looking to enhance their communication skills or anybody interested in learning from nature.

We also look at advanced communication skills in wilderness creatures like Rams and impalas,, especially during their mating seasons. These creatures have evolved complex vocalization methods and an astounding sense of sound, facilitating communication across great distances, safeguarding them from predators.

Another point of discussion is the intricate sub-aural communication method elephant families use. These communications, mostly unheard by humans and predators, help elephants coordinate complicated activities and respect for each other. The example of Cape buffalo herds coming together in large numbers during scarce resources is another humbling lesson to humanity.

Finally, we examine the immersive safari tours in Zimbabwe hosted by Tasimba. These tours provide a unique opportunity to understand nature’s wonders more deeply and learn valuable lessons about living harmoniously with nature. Many guests return with a renewed commitment to conserve wildlife and their habitats following these transformative experiences.

Consider the perspective of how observing wilderness communication can provide profound insights into better communication, collective living, and harmonizing with nature's wisdom.

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Enjoy the beautiful wilderness photos here.

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How to deal with angry people and calm them down: Doug Noll

You can calm that angry person in 90 seconds or less

Treat anger as a normal emotional response that you can control

Episode 199 (Doug is based in California and this is a repeat of episode 117)

Why you need to listen to this episode now.

If you ever need to face angry people and want a better way to manage the situation, listen to this conversation to save the situation and relationship.

If you ever feel out of control from your own anger, examine this perspective to maintain your dignity while deescalating the situation.

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George Torok and special guest, Doug Knoll - an attorney turned peacemaker - explore the nuanced world of anger and its impact on both personal and professional environments. Focusing on de-escalation strategies and the key role of active listening, this podcast sheds light on how to manage one's emotions, particularly anger, in challenging situations.

Knoll provides a unique perspective on anger, viewing it as a response to boundary violations rather than labeling it as “good” or “bad”.

His de-escalation strategies have found success in the most unlikely of places, including maximum-security prisons, attesting to their effectiveness.

The takeaways from this episode can help leaders better understand their team's emotions, promote effective conflict resolution, and ensure a healthier, more empathetic workspace.

The podcast dives deep into the concept of triggers and their role in hijacking rationality, offering effective tactics to anticipate, understand, and respond to these emotional triggers.

The importance of self-awareness and self-regulation are highlighted, along with a novel approach to redirect the frustration caused by commonly-encountered triggers.

Transitioning into the more sensitive realm of emotional invalidation, the episode examines its harmful effects in personal and professional relationships.

The discussion is geared towards parents, teachers, team leaders, and anyone looking to foster emotional safety and create deeper, healthier relationships.

The importance of emotional validation is underpinned, coupled with practical techniques to effectively validate and address emotions.

Notably, this episode not only offers intellectual paths to managing anger but also guidance for those grappling with pervasive anger issues stemming from trauma.

Prepare to be drawn into a riveting conversation about controlling anger for personal growth and professional success as you tune into this podcast.

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About Doug Noll

Doug Noll is a lawyer-turned-peacemaker. In addition to his law degree, he has a Masters Degree in Peacemaking and Conflict Studies.  In 2000, he left a successful law practice as a civil trial lawyer to help people resolve conflicts without litigation or conflict.

Doug was born nearly blind, partially deaf, and with two clubbed feet. His disabilities were challenging to overcome….and he did

He’s a second-degree black belt and tai chi master, a certified ski instructor, an airplane and helicopter pilot, a white-water river rafter, and a jazz violinist.

Doug teaches people how to de-escalate angry people in 90 seconds or less. His fourth book, an Amazon bestseller, is called De-Escalate: How to Calm an Angry Person in 90 Seconds or Less. Doug has online video courses and provides workshops and coaching to individuals and organizations desiring to increase their emotional competency.

As a listener of Your Intended Message you are entitled to receive a free book, How to Listen Others into Existence.

Learn more Doug Noll here https://dougnoll.com/

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Seven Magic Words to Influence People: Tim David

The Magic Words to Motivate, Engage & Influence

Seven simple words to boost the power of your message

Episode 198 (Tim is based in Boston)

In this conversation with Tim David we explore:

• What we can learn from magicians about recognizing other's perspective
• Magic techniques to grab the attention of your audience
• What is it about magic that capture our imagination?
• How to connect with people
• How to leverage intended mistakes or flaws to appear more human
• How your subconscious brain reacts to these magic words
• Why you pick words that sound like their name
• The sin of being an irresponsible communicator
• The five ways to get the best results from saying thanks

About our Guest Tim David:

Tim is the author of several books, including, "Magic Words: The Science and Secrets Behind 7 Words that Motivate, Engage and Influence".

A CNN piece listed him as the 9th best motivational speaker in the world.

For 8 years, he was a professional magician touring and delivering up to 300 shows a year.

Learn more about his latest book here:

Magic Words: The Science and Secrets Behind 7 Words that Motivate, Engage and Influence

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Excerpts from this Conversation with Tim David:

The thing that magicians really focus on is the other person's perspective.

And if you think about it, a magician is going to practice for hours in front of a mirror so that we can see what you see, we're going to video record ourselves, we're going to hire coaches to sit in different seats of the theatre, so that we know exactly what each audience member is experiencing.

In fact, there's a phrase that magicians tell each other all the time when they're critiquing each other. And the phrase is, watch your angles.

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One of my speaking coaches said to me, I need you to pretend that half of your audience is blind, and half of your audience is deaf. That way you can cater your audio and you can cater your visual messages and treat each one independently.

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The seven words are yes, but if because, help, thanks, and a person's name, and a person's name.

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Boost your Face-to-face Networking: Will Kintish

Face to Face Networking is back and more important

How to get out and meet people in person

Episode 197 (Will is based in the UK)

In this conversation with Will Kintish, we explore:

• The three fears that people face when networking
• The myths and realities of face-to-face networking
• How to boost your self-confidence when attending an event
• How to go to an event with a friend for support
• Recognizing open versus closed groups
• How to introduce yourself to strangers
• Better ways to open the conversation
• How to build the relationships - the real purpose
• The importance of follow-up after the first meeting

About our guest, Will Kintish:

Will’s expertise and knowledge helps develop face-to face networking skills to ensure successful careers

The key to success in todays’ modern world is to be visible and proactive. Will gives you the tools to be able to do these.

Will is in his 60^th year of work and knows his subject matter is  as relevant today as it was when he started working

Learn more about his book: Business Networking: The Survival Guide

Excerpts from this conversation with Will Kintish:

People have got to know who you are, people have got to know what you do. And people need to know what is going on in the marketplace. And those are the three key reasons why we all need to be out there.

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if you're going to a networking event, people are there for the same reason you're there to meet other people.

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They're all everybody's there for the same reason. They're looking for what I call the aha moment, the light bulb moment, we are looking to going back to our friend Dale Carnegie, we are there to make friends and influence people.

Your program is called your intended message. And the message has to be you're just going to create new relationships, no selling whatever you do, don't go selling other than your personality. Simple as that.

And, for example, how do we get the show on the road? How do we get that first question out? I mean, the easiest people to join, even if you go with if you go on your own, George that person standing alone against the wall is the easiest person to approach.

You go up to them slowly, you smile at them, you look them in the eye and say "Hello there, please may I introduce myself?" I mean, what can be easier, or "Please may I join you?" Simple as that.

And then you start with that, and you introduce yourselves. Now it's at this moment, a lot of people get it wrong, right from the start. Because 90% of people admit it to me. I'm rubbish with names, I forget their name immediately.

And I say no, you don't forget their name. You didn't hear it good. You're not listening to names. When it comes to networking at relationship building is fundamental.

So if I go up to you, I am going to concentrate on the listening for your name. If you say it very, very quickly, George Torok.

And it's a noisy room and I don't hear, "Sorry, tell me again". you're never going to say to me, I've told you once, I'm not going to tell you again. You're never going people aren't ever going to say that.

But by making sure you get their name, you use their name a couple of times, and make sure it sticks. You're not going to remember everybody's name at the event.

But whilst I'm talking to you, George, I'm going to remember your name. Because what happens if my friend Mary comes over and I have to introduce you. And I've forgotten your name. That is very, very embarrassing.

And you're not going to feel good about me. Because I've forgotten your name. So I work very hard at remembering your name.

Now, maybe 20 minutes later, when I've gone off to meet other groups, I might have forgotten your name. But while you and I are in that conversation, your name is going to stick with me.

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Pause for Power: George Torok

Use the pause to emphasize your message when speaking

Solo show featuring George Torok 

Episode 196

In this show you will hear 10 reasons to make tactical use of the pause in your speaking

George Torok is known as the Speech Coach for Executives. He coaches executives to deliver more powerful and confidence presentations.

https://www.speechcoachforexecutives.com/

He trains professionals to deliver Superior Presentations.

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Excerpts from this episode about the pause:

Pause for Power: Why you need to become comfortable with silence!

Do you remember that cliché “Silence is Golden”?

There are times when you might appreciate some silence in your life. On the other hand, silence can feel disquieting, disturbing and anxiety ridden.

When you are speaking to an audience you might consider silence the enemy or the sign of a bad presentation.

Imagine that you get lost in your thoughts and stop speaking. You go silent and anguish while trying to recover and start speaking again.

You might even feel that any noise is preferable to silence. That’s when the umms and ahhs escape your lips.

Don’t panic. Consider the positive benefits of pauses in your presentation. Even an unplanned pause can be perceived as a positive light.

Imagine how you can improve the power of your presentation by inserting tactical pauses throughout the presentation. The ability to pause might be the most important technique that all speakers need to learn.

It might sound simple but like many simple lessons, it’s not easy.

It can be extremely difficult to pause when you are delivering a presentation. You might feel compelled to speak because you believe silence is the enemy. You perceive pausing as a sign of weakness. The reality is that silence could be your most powerful communication tool.

Perhaps you’re not convinced. That’s understandable. Consider these examples and reasons to pause during your presentation.

Let’s follow the advice from Simon Sinek and start with the why.

Listen to these 10 reasons to use the pause in your presentation.