Archive for the ‘Customer Service’ Category

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How to introduce someone who is not there

Sunday, May 12th, 2013

closeup of handshake michael angelo caruso blogThe art of the introduction is not easy.

It’s like a golf swing in that many little things have to be done right.

Consider all the elements of the Perfect Introduction and that all have to be done in real time:

a. Use both parties’ names

b. Give a compliment about each person to the person he or she is meeting

c. Present the man to the woman

d. Present the younger person to the older person

e. Present the lower-ranking employee to the higher-ranking executive

f. Offer each party a relevant, timely reason for the introduction

g. Help spark conversation between the people

The art of the introduction gets even more challenging when the connection is being made electronically. 

I always appreciate it when people offer to connect me to their bosses, meeting planners, and people who plan training events. 

 

How to introduce me (or anyone) via email

Michael Angelo Caruso blog motivational speakerPeople are kind to want to introduce me to others. 

Let’s assume you’d like to introduce me to a potential client who might want to hire me to deliver a motivational talk or leadership training session. 

Here’s what works best to help me get the gig:

1.  Send the person an email and cc me.  This way, I can “reply to all” and close the loop.

2.  Say something nice about me to the third-party.  Make the compliment specific, please.  The goal is to make me stand out in the other person’s mind.  You might write something like:

“Michael is one of the best speakers I’ve ever heard on the subject of leadership, marketing, and general motivation.  He’s exciting, funny, and could be a perfect fit for your company.  

His keynote and training topics:   http://www.michaelangelocaruso.com/events/seminars/  

His speaking style in two minutes:  https://www.youtube.com/watch?v=1zHpgCtx5m0  

Please let me know how things work out.”

The third-party quickly understands that you have done him or her a favor by recommending a vetted resource.

3.  The connection gets made.  When I receive the email, I’ll follow up by clicking “reply to all.”  I will first say something nice about you to the other person.  Then, I will ask how I may be of service.  I don’t do a “hard sell” and I promise I will never embarrass you.

Now the third-party and I can communicate directly, which streamlines communication and moves things along quickly.

Use this introduction formula to introduce other people and you can also ask your referral partners to use it with you!

 

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Want to be a better networker online and in real life?

Networking Like a Pro Michael Angelo CarusoA wise man once said, “You will be the same person in five years that you are today, save the books you read and the people you meet.”

If people are your greatest resource, then you should do everything in your power to “network on purpose” by building strong distributions lists and sharing quality information.

People are your greatest resource so you should have large, potent networks of quality individuals.

Speaker and author Michael Angelo Caruso has built strong networks in three industries: entertainment, telecommunications and the speaking/publishing business.

He teaches his best techniques for networking in the 60-minute audio program, Networking Like a Pro.  This CD comes with a 30-page, companion e-book. 

Like all of Michael’s products, it comes with a 100% unconditional money-back guarantee should you be unhappy with the product for any reason.

The Perfect Apology — 5 Cool Ideas for saying “I’m sorry”

Monday, April 22nd, 2013

The perfect apology?

The perfect apology?

Reprint this article free of charge!  Just include a link to www.MichaelAngeloCaruso.com 

It’s not easy to apologize–especially if you really mess up.

The alleged Boston bomber may be in custody, but the drama won’t be officially over until the young man is tried, convicted, and has an opportunity to apologize to the people he hurt.

Fast forward:  The apology won’t be good enough.

Even famous people get practice in the art of saying, “I’m sorry.”

Tiger Woods, Mel Gibson, and Lance Armstrong, are just a few of the famous people who have had to apologize recently.

None of the apologies were taken very seriously.

Tiger Woods gave a very public mea culpa when he exposed the world to the underside of his marriage and his sexual habits.  The media statement proved that the perfect apology is beyond the grasp of the golf perfectionist.  Most people felt his speech suffered from too much stagecraft.

Mel Gibson is an actor, but the thespian wasn’t very convincing when it came time to say, “I’m sorry” for his racial rants.

Lance Armstrong lied repeatedly about using performance-enhancing drugs to win bicycle races.  His public apology to Oprah was lacking in countless ways.

 

Why it’s so hard to say “I’m sorry”

china flag michael angelo caruso blog lying

China's flag

A while back, the United States Air Force shot a Chinese fighter pilot out of the sky. The pilot had flown too close to an American aircraft and did not respond to radio warnings.

The unfortunate incident occurred during peace time, yet the United States did not apologize until months after the event.

When official condolences were finally issued, the language was stiff and cloaked in qualification.  Political analysts surmised that U.S. diplomats felt that an apology framed in remorse would somehow be an admission of guilt.

In the business world, warring departments, feuding workers, and militant customers can make an apology just as challenging.   Image management and legal exposure often come into play, as well.

Here are 5 Cool Ideas for words that heal at work and at home.

 

The perfect apology

1. Be convincingly sympathetic.
A person’s greatest need is to be understood.   Of course, the best way to be convincingly sympathetic is to actually feel sympathy.  When apologizing, find time to listen to the people involved, even if you don’t necessarily agree with them.  Try not to be defensive.  This shared time is a great opportunity to stage an apology, but not if you’re argumentative.


2. Let people be “right,” even if they are wrong.

In our hyper-competitive society, many people are infatuated with being “right.”  Being right can be complicated because what is “right” for one person may not suit another.  Of course, in order to be “right,” someone has to spend time and energy proving someone else “wrong.”

When apologizing, it’s important to validate the other person.  Allow that person to cultivate and defend his or her opinions.  If you must argue, find ways to take yourself out of the argument by offering non-biased documentation to support opposing views.


3. You can apologize without admitting guilt.

The Merriam-Webster Dictionary lists three definitions of the word “apology.”  The most commonly used meaning is “an admission of error or discourtesy accompanied by an expression of regret.”  But an apology is also “a formal justification” such as a defense or an excuse.  The apology is a lost art.

Years ago, attorneys began winning court cases by depicting apologies as an admission of guilt.  An apology is not about admitting culpability or even involvement.  After all, I can tell an employee, “I’m sorry you’ve been so sick,” without actually having caused the illness. 

If an employee takes a few days off due to a death in the family, you are certainly within your bounds to say something like, “I’m sorry for your loss” without being implicated in the death.


4. You can apologize without the other person apologizing.

“Please forgive me.”  These three words will put you on the fast track to healing, especially if they are delivered directly following your apology.  The words “please forgive me,” put the onus on the other person to set aside his or her resentment and anger, but does not obligate him or her.


5. The perfect apology should be repeated when necessary.

Remember the shampoo label directions when using “please forgive me.”  Repeat when necessary.  Try this bit of language the next time you have to apologize:  “I want to take complete responsibility for the bad things that have happened between us. I’m very sorry and would like to start over.  Please forgive me.”  Only say it if you mean it.

 

Want more communication tips?

5 Cool Ideas book michael angelo caruso

5 Cool Ideas book

Author and motivational speaker, Michael Angelo Caruso, has a free newsletter with tips on how you can be an even better communicator at work and at home.

Subscribe to his 5 Cool Ideas at www.MichaelAngeloCaruso.com

You can also order Michael’s popular 5 Cool Ideas book, which is jam-packed with hundreds of ways to improve your life at work and at home. 

5 cool ideas on how to be a better presenter overnight

Thursday, February 7th, 2013

Michael Angelo Caruso speaker Acquiring a skill takes time.  About 10,000 hours, if you believe Malcolm Gladwell’s research.

If you want to be a polished speaker, for example, it’s best to immerse yourself in the discipline. 

Allow yourself to grow into the new skill set through a routine of dedicated study, experiential learning, and monitored feedback loops.

But when your boss asks you to assemble an awesome presentation for a major client inside of just four hours, you may have to skip the immersion and dedicated study.

 

Want to be a great speaker, like, tomorrow?

Here are 5 cool ideas that will help you become a better speaker quite quickly.  You might begin improving, by not using the word “like” as frequently.

1.  Search YouTube for the top speakers in your line of work.  Focus on people who are  better presenters than you so you can learn from them.  If you happen upon some crappy speakers, pay attention so you can be reminded of what not to do.

2. Eliminate 10% of your weakest PowerPoint slides right now.  Trust me, no one will miss them, including you.  Start by taking out the slides that have you saying something like, “You probably can’t see this from the back of the room.”

3. Record yourself.   If listening to a recording of yourself will make you want to quit your job, watching a video of yourself may give you thoughts of suicide.  But hang in there (pun not intended, but I kinda like it).  Recording yourself is painful, but it is without a doubt the fastest way for you to discover what needs to be fixed.    

4.  Study a helpful information product, preferably a DVD.  Reading about speaking is like watching the radio to learn how to dance.   

Present like a Pro michael angelo caruso speaker training 5.  All good presentations end with a call to action.  Make sure you conclude every presentation by asking the audience to do something.  The call to action doesn’t have to involve a business transaction.  Learn more from the Present Like a Pro DVD, my best information product on the subject.

From Royal Oak, Michigan-

Michael Angelo Caruso, 248-224-9667

 

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Video marketing gets the word out

Thursday, January 31st, 2013

I’ll show you why video is one of the most effective ways to give a presentation.

As you may know, I teach presentations skills to leaders, salespeople, and customer service reps– skills that one can use in a live, interpersonal setting.  Your work team will always need this type of training.

Yet, when it comes to getting the word out, video is a super-elegant solution that offers tons of advantages.

To see what I mean, watch the following short vid.  Feel free to comment after watching, especially if you like the message. Add your positive spin!

 

 

So what just happened?

Well, the entire clip lasts all of about one minute and 45 seconds, but consider all the “deliverables” to the viewer. 

You get to attend a portion of a lively presentation of an entertaining keynote speaker without traveling or even getting out of your chair.  You learn quite a bit about the world of video marketing. 

You’re reminded of an international service organization called Rotary. 

You learn that it’s a good idea for the President of every company to post a short “welcome” video on YouTube.  Has the leader of your organization done this? 

The video explains that producing this sort of video is easier than one might think.

You also learn a lot about the speaker including his speaking style, tone, pitch, cadence, humor, and that some hair sticks up on the back of his head.  These are things you could never learn from a .pdf or an email or some sort of static link.

Video is kinda fun!

 

Video marketing is da bomb!

Michael Angelo Caruso video marketing Even seasoned professionals occasional flub a live presentation. 

But once you create the perfect video, it plays perfectly ever single time.

Produce most of your videos in “evergreen” format. 

Don’t reference  dates or trendy anecdotes that instantly date your message. 

That way, your vids will be useful and relevant for a longer period.

And did you know that YouTube videos, when posted correctly, can easily outrank websites, blog posts, and Facebook pages?  Bonus!

Don’t get left behind.  Get going on your video marketing today.

Best of luck with your presentations or whatever you’re working on!

 

P.S.  Don’t forget to comment after watching the video or just let me know what you think in the comment area below. 

“You’re all set” makes for a terrible presentation

Tuesday, January 15th, 2013

Michael Angelo Caruso customer service speaker training Every business has a customer service problem. 

I’ve yet to work with a client who didn’t need help improving their service model.

In many cases, the people providing the customer service are the last to become aware of the problem because they are used to the way things are. A good consultant can spot such problems almost immediately.

[Note:  You're welcome to republish this article on your website, blog or in your newsletter.  Simply send Michael a message, stating your intentions.]

 

It’s cheaper to keep customers than to find new ones

Yet, most businesses pour tons of money into sales and spend relatively little money or energy improving existing customer service.  It’s these scripts and systems that keep your company vital and profitable.

If, for example, your receptionist or customer service reps tell customers, “You’re all set,” you’ve got a serious problem. (more…)

Want free article content for your website, blog or newsletter?

Tuesday, November 13th, 2012

Michael Angelo Caruso Author free article contentI write articles so you don’t have to.

Everyone that sells a product or service knows that it’s a good idea to post article content to promote your brand and drive traffic.

But who has time to write?

The problem is even more complicated for people who aren’t writers or aren’t interested in writing. 

So, here’s an easy solution– publish other people’s content.  And you can easily do it with their permission!

 

How to use other people’s articles

Most authors are pleased to grant re-purposing rights as long as you provide attribution.  In other words, just make sure to include what’s called a “back link,” a link back to the author’s website or primary URL. 

Focus on niche articles that would directly appeal to your preferred customer demographics. 

You can also post “wide net” articles that appeal to everyone’s intrinsic desires such as time management, looking younger, being happy, etc.

Caveat:  You probably want to avoid using articles written by your direct competition.

Here’s another hidden benefit to contacting established authors and requesting permission to use their content.  You’ll be establishing connections with the brightest, most connected people in your industry.  (more…)

Don’t veer for deer

Tuesday, November 6th, 2012

deer driving michael angelo caruso blogIt’s autumn and everyone is talking about the dangers of “deering while driving.”  It got me thinking about how humans handle problems.

There are 1.5 million car-deer collisions annually.  Deer crashes kill some 150 people per year.  The deer don’t fare well, either, mostly because few of them are wearing safety belts.


Here’s a surprising driving tip

The article lists three ways to avoid an unwanted wildlife encounter:

1)  Stay alert.  Deer are the most active at dawn and dusk.

2)  Deer travel in herds.  If you see one animal, there are probably many more nearby.

The third piece of advice is rather surprising:

3)  Don’t veer for deer.  Experts say that swerving is much more dangerous than hitting the animal.  Veering could easily introduce oncoming traffic or an unforgiving bridge abutment into the equation.


Sometimes, it’s best to face a problem head-on

Michael Angelo Caruso blog problem solvingThe “don’t veer for deer” lesson is a good metaphor for other types of problem-solving.

Of course, it’s always a good idea to stay alert for communication problems related to customer service, marketing, and such.  And yes, these problems often “travel in herds.”

Lots of us try to avoid problems by ignoring them, procrastinating or even denying the problems exist.

Yet, in many cases, it’s best to confront the problem head-on.  Face the problem as if you would position yourself directly in front of a camera.

Let the conundrum collide with your personal life or your work routine.  This will create a unique opportunity to uncover a solution. (more…)

Stop acting like a salesperson and your numbers will go up

Sunday, September 2nd, 2012

Art Sobczak michael angelo caruso blogI deliver a lot of sales training and tell audiences that if you act like a salesperson, you’re going to get treated like a salesperson. 

That is, you’ll be treated badly–and who wants that?

People always nod as if they agree, write down this sage advice, and then don’t change how they open a sales call.

For instance, you should never call a prospect and begin the conversation by saying, “Hi, I just wanted to introduce myself…”

This kind of empty procedure offers little value to anyone and will set you up for failure because it’s like shouting, “TREAT ME LIKE A SALESPERSON!” 

It’s almost as bad as saying, “Do you have minute to talk?”

My friend, Art Sobczak (above left), has some great advice on what you should say when making such a sales call.  Art really knows his stuff so I’ll share his great advice in this blog post. 

 

Act like a salesperson and you’ll be treated like one

Michael Angelo Caruso sales training blog postRemember that the first few seconds of the call are critical, so you want to spend your time wisely. The words you use–and the words you don’t use–are the key to your success.

Art remind us that one primary goal should be to make the other person feel that they’ve gained as a direct result of talking to you.  Do this right and there should be no doubt in their minds that talking to you is of benefit, now and in the future.

So, let’s be clear about three things:

1.  The other person doesn’t usually care about you, your situation, your job, the fact you’re new, or that you’ve replaced someone.

2.  All they’re really concerned about is if you can do anything for them and they don’t want to have to figure it out.

3.  This means you better make words count when the person picks up the phone and says “hello.” 

 

What to say instead of “I want to introduce myself?”

Telephone michael angelo caruso blogMy buddy, Art Sobczak asks us to consider the following openings and notice how they efficiently and elegantly get right to the point.

“Ms. Davis, I’m Dan Douglas with Whittle Cutting Tools. We provided your company several cases of diamond blades a few months ago and if I’ve reached you at a good time, I’d like to let you know about a special we have on those blades, and few others you might have some interest in…”

Notice that this approach doesn’t even mention that a new rep is now handling the account.  You can always explain the situation later if the customer actually cares. 

Next let’s look at it from the perspective of a better relationship, where they are a customer buying fairly regularly.

“Tom, I’m Gwen Charles with Twin Financial. There’s two reasons I’m calling today. First, I wanted to let you know I’ve replaced Ken Hartley who worked with you in the past, and I’ll do my best to provide even better service that Ken did. (pause, chitchat) In order to do so, I’d like to ask you a couple of quick questions to update your account…”    

 

Never forget:  the customers needs come before yours

The fact that you’re new or that you want to use a trite sales script has nothing to do with your customer’s needs. 

When you’re on the phone, first and foremost, you’re remembered most for what you can do for them.

Thanks for the great advice, Art!

 

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Facebook Michael Angelo Caruso blogYou’re welcome to republish this article on your website, blog, Facebook page or in your newsletter.  Simply send us a message stating your intentions. 

Provide your link to the reprint and we might even send some traffic your way.  Talk about a Win-Win!

You can say that again!

Saturday, August 25th, 2012

Michael Angelo Caruso speaking and writing One of the easiest ways to improve a speech or blog post is to simply take out the extra words. 

Unnecessarily long sentences can make make your message unprofessional and disorganized.  

Sometimes one can clean up the message just by removing instances of redundancy. 

Here are some common examples of how we tend to repeat ourselves:

• advance planning
armed gunman
• circulate around
close proximity
• completely full

consensus of opinion    
• each individual person
fewer in number    
• final outcome
free gift

• future plans
general public
• invited guests
join together
• large in size

major breakthrough
• my personal opinion
on a daily basis
• past experience
past history

• period of time
predict in advance
• red in color
revert back
• round in shape

firm in consistency
• still continues
sum total
• true fact
unexpected surprise

• unsolved mystery
visible to the eye
• 12 noon (or 12 midnight)
7 a.m. in the morning

 

Save your breath

As an added bonus (get it?), let’s include the commonly used question: “Where are you at?”

Drop the “at” from that sentence and the message retains its meaning. 

 

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5 cool ideas for dealing with critics

Tuesday, July 3rd, 2012

Teddy Roosevelt Michael Angelo Caruso blog dealing with criticsPeople who make presentations are like human targets.

It’s so incredibly easy to sit in the audience and criticize another person’s speech or presentation.  Critics and other types of Monday morning quarterbacks sometimes offer useful information, but don’t ever let them get you down or keep you from doing your thing. 

As Teddy Roosevelt said:  It’s not the critic who counts.  The credit belongs to the person who is actually in the arena. 

Roosevelt, of course, was a great speaker.  As a United States President for eight years he certainly had more than his share of detractors.

Here are 5 Cool Ideas for coping with the people in who try to make you look bad.

  (more…)

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