CommuniACTION- moving beyond communication to put the "U n I" in ACTION!
“The perceived strength of a person is in direct correlation to the strength of his/her communication skills.”
A recent study showed that 45% of people’s perception of your company is based on their view of the CEO. Translate this down and that every time a person in your company gives a presentation 45% of how your company is perceived is based on how the listener perceives the presenter.
You can’t afford to leave that perception unmanaged. This skill is essential to effective sales, strong leadership, and superb customer service. In today’s slower economy it is what can differentiate you from your competition.
Learn how to present ideas, train on product, and capture your customer’s ear by taking command of your communication. Be proactive and make sure that your company and you are being perceived the way you want to be!
Anne’s Philosophy
Within the first 60 Seconds, a person will decide whether they trust you, like you and if they want to do business with you. 55% will be based on how you look, 38% on your body language and voice intonation – only 7% will be on what you say. This impression becomes the base for how they view your company’s compassion, skill and expertise.
You never get a second chance to make a first impression…
Think about a company that stopped doing business with you… 65% of all people stop doing business with a company due to one poor interaction with one person. This is regardless of how long they have done business together!
With the cost of replacing a customer six times the cost of keeping one, you need to retain your current customers as well as add new ones.
Think about employees you have NOT promoted… Promoting a person who has the technical job skills, but lacks the people skills, can cost your company customers. Not having properly trained employees will cost you in turnover and lower productivity.
Think about poor service YOU have received… Poor service is conveyed more by tone of voice and attitude than the words spoken. Think about your biggest asset-your people. Do they always know how to communicate the right message at the right time to your customers?
"Your company's reputation is only as strong as your customer's perception of the last person with whom they worked." Anne Warfield
Impression management is a must if you intend to run a WE oriented company that focuses on the customer. With lively interaction and practical tips, Anne shows you how to improve customer communication, negotiate as a partner and connect better with others. Impression management is more that just your image, it's about adding value to every person you interact with.
Impression management not only impacts your bottom line, it is the foundation of your company's success.
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