Life and Executive Coaching with NLP: First impressions count

It is so, so, so very important to make a great, no, let me rephrase this - an outrageously great impression with whatever you do.

Impressions count.

When the customer calls your company, how well prepared are your people to make a good impression? Is the receptionist trained up well enough? Does she or he know how to build rapport over the phone on an instant? What if the receptionist is not around? And someone else picks up the phone, someone, who is not that used to customer contact but happens to be, well, just there? How prepared is this executive?

When the customer buys your product, how well trained are the salespeople? Okay, sure, the normal retailer might not be part of your value chain, and is not on your salary list. But wait a minute!!! What if the salesperson has no clue about your product but happens to know the product of your competitor? Because, just may be, the competitor paid a visit to the shop, and explained the product in one free session? Well, while the customer was looking for your product, the salesperson rather explains your competitor's product, that he knows so well.

How easy is your product to handle? How is the feeling of the product? is it easy to set up, or is it absolutely necessary to read the manual for hours and hours to just get the basics right on the buyer's premises? And, by the way - how well written is the manual? Full of mistakes? Forget about the grammar, that might be fine, because not everybody's first language is English (even so you could hire a proofreader!). But what about the spelling mistakes? Or, are the instructions easy to follow and understandable? Are there pictures leading visually inclined people through the setup?

How willing is your customer service to visit the customer's premises to give a hand with the installation? Has your company prepared them to assist a customer even after office hours? Do you have a hotline?

Oh - and by the way - how prepared are you, outside your office? Do you talk positively about your company? Are you a brand agent? What would a customer think when he meets you, by chance, in the supermarket or the mall?

Be aware that pitfalls for your company are all around. Today you need to serve many different kinds of customers who all look differently at your product. While segmenting your marketplace and your communication is one way to address different needs, in the time of the Internet, you also want to develop approaches for a 1 to 1 marketing. And, just to make sure - address customers in the way they want to be addressed. Not in the way that is convenient for you.

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Those who participate in my training benefit A LOT, and I don't want to sound too shy here :)

Michael H
General Manager, of a global Market Research Company

“Andreas has the enthusiasm for his subject that explodes into your subconscious mind and really makes NLP real for me. I recommend this training for everyone who already thinks that they are great – because they will realise just how much better they will be.”

Nora A. H.,
Counselor