If Enron, Worldcom, Arthur Anderson, HIH, OneTel (Australia) had service promises they either weren’t very sound promises or the principals didn’t stick to their principles. Call it a statement of ethical behaviour or a code of conduct but it all comes to the same thing. It says, ‘Here’s my way of doing things. I promise to stick by it.’
You can read more about this theme in my book ‘Five Star Service on a One Star Budget.’
To let you know I practice what I preach here is what I promise to do when you book me to speak: So you can be sure my message is on the ball,
- Be sure of what you want to achieve out of inviting me to be with you
- Have specific goals for my presentation
- Relate my presentation to the theme of your meeting
- Let you know what my travel arrangements are surrounding the date so you won’t be anxious about my arrival time
On the day of my presentation, I will:
- Contact you when I arrive
- Let you know if there are delays to my travel
- Not drink alcohol while I’m ‘on your dime’
- Go easy on the goodies in the bar fridge
- Gladly eat with your people and join in any festivities, tours etc to be part of the group, but as I want to hit the hay early the night before my presentation I might excuse myself
- Stay out of your way until you call on me
- Mingle with your audience to familiarise myself with their frame of mind on the day.
- Be dressed appropriately, always one step more formal or business-like than the audience
- Provide an easy-to-read introduction to make the introducer look good and to get the audience ready to receive my message
- Be in the room, seated and visible to you even before my introduction begins
A lot depends on your room and your people so I will offer my expertise as a producer:
- Because 40% of the success of any presentation is dependent on the audience and the room. I will advise you if I feel their mix or frame of mind will be a significant factor in the way I will be received. For example I know that an audience with women in it will respond more positively than an all male audience. A ‘hung over’ audience will not respond positively at all.
- Accordingly I will undertake a room reccy and a sound check at least an hour before I speak. If the room needs rearranging you should know now that I will be firm about my suggestions. After all I have managed meetings and audiences since I was 12 years old and I do it for a living so I feel I owe it to you to share my experience to get the best result for you. However I will not throw a hissy fit if it can’t be done my way. I am flexible after all.
- Make suggestions to the crew as to how to maximise audience impact through the creative use of lights, sound and staging
- Furthermore, I will coordinate with the set-up crew and other presenters to make sure we’re all singing off the same song sheet
When I’m speaking you can count on me to:
- Open my speech with energy and involve personalities in the room as much as I can
- Never use profanity
- Interact constantly with the audience and when less than 200 in number get them buzzing and interacting with each other where the message style is appropriate
- Present well-researched information
- Use stories and humour liberally
- If the topic calls for it, use first class data shows with music, sound or video clips to enhance the look, feel and impact of my speech
- Ad lib professionally through any technical hiccups – like sound system or lighting glitches
- Allow for questions and comments at given times through my presentation where the audience size is appropriate
- Relate my presentation to your organization and industry
- Only offer my books and programs if approved in advance
- If allowed only take a minute or two to offer my products and then get on with the purpose of my presentation
- Adjust my time-frame if I need to and stick to the schedule
Afterwards
- I will be visible and available to answer questions and chat
- Verify my room charges at check out time
- Itemise expenses and bill you promptly within a few days of making my presentation
- Provide receipts
- Send a copy of my email newsletters for all who ask for them
- Discuss ways we might further explore the impact of my message
- Remain tight lipped about confidential information you or your people share with me
- Be happy to take phone calls or email questions from audience members or executives
- Invite the audience members to access my Shop and Franchise Trainer Courses
In Summary
- I will be on my toes and have your audience on the edge of their seats