3 Feb

Jez features in AudioInfos magazine

AudioInfos, the main trade publication for Independent Hearing Care Professionals, recently ran a 3-page article about the Unitron UK Unite University, of which Jez is a faculty member, returning for the second year running to enlighten people on achieving excellence through service.

The article section, which can be downloaded by clicking here UniteUniversityfeaturingJez, discusses Jez’s contribution to the event, which saw him presenting a whole day, 5 hour workshop including breakout sessions and supporting materials.

Chris Auty, Managing Director of Unitron UK said: “Jez, your energy and passion is profound and respected between the Unitron team and its Unite members. Over the years I have had the pleasure of working alongside some brilliant minds in the field of sales and customer service, however, never with someone that takes such a refreshing out of the box approach as you do. We look forward to working with you in the future.”

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Posted in Latest News from Dr. Jez by admin

3 Feb

AskDrJez: “How do we attract more customers?”

Simon from Clarity Hearing Solutions asks:

“We hold ‘Open Days’ at our hearing aid centre and run local press adverts and promote through direct mail. What should our invitation letter to potential new clients feature to make it a ‘must attend’ event?”

The most powerful way to guarantee repeat custom, motivate customers to return to you and recommend you and attract new customers is through a reputation for excellent customer service.  As Mary Portas’ TV show Secret Shopper has helped clearly demonstrate and as I’ve been saying for years: you only have to be slightly better than awful in the UK and you stand out a mile.  Delivering good service is okay but delivering excellent service levels is such a welcome and pleasant surprise to customers that you really make a significant impact.

Many people believe they deliver great service but if you do – who knows about it?  Have you entered any customer service awards?  Have you shouted about customer’s experiences and testimonials?  Do the local papers and press and industry magazines know about your great service levels and have you make a pledge to deliver excellent service to your customers, informing them perhaps via an email newsletter?  Be proud of delivering great service (it really does mean a lot to customers and goes a long way to cementing future business).

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Posted in Top Service Tips by admin

1 Feb

Getting the most from an external speaker

When choosing a speaker to speak at your conference or business event, it is important to view it an the important investment that it is.  I have heard of – and seen – many professional speakers with excellent reputations and glowing testimonials, deliver presentations that are not well received.

These 5 key things will help maximise your ROI and ensure you get the best from your speaker:

1: As a recent client of mine from P&G quite rightly said to me: “time is of secondary importance”.  Cut the speaker’s allotted time at your peril. Professional speakers spend a lot of time and effort perfecting their presentation to create something powerful which hopefully inspires and motivates: you are investing in a specialist in their field to speak to you.  If you reduce the time the speaker has to effectively deliver their presentation, you not only reduce the impact but it almost always disappoints slightly.

2: Allow time for the speaker to sound check.  This is critical.  If you cannot hear the speaker properly, the entire presentation will be tainted – it is so important that everyone can hear the speaker clearly.  There’s nothing worse than trying to listen to someone when the microphone keeps cutting out or is distorted.  People simply lose interest and then you’ve wasted your investment.

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Posted in Hints & Tips by admin

1 Feb

Complex Communication

Communicating effectively can be a really complex task – particularly with humans.  Most of the time it’s overly complicated because there is either emotion involved, or too many words.  Victor Borg had it right   Let me give you an example:

What sentence has the word ‘and’ 5 times in a row and makes perfect sense?  Have a think…

“The landlord of The Hairy Dog and Wet Duck pub ordered a new sign.  When it arrived, he felt some of the words were too close together so he rang the sign writer and told him he needed another new sign but this time with more space between the words Dog and And, and, And and Wet.”

Here’s an example of the word ‘that’ being used 5 times in a row, perfectly legitimately and in a way that makes sense: “I wanted to point out that that that that that man said should have been this”.

You may – understandably – be struggling to comprehend the sentences like that, so, if it makes it any clearer: the first ‘that’ is a conjunction, the second and fifth are demonstrative adjectives, the third is a noun and the fourth a relative pronoun….

Didn’t think it would.

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Posted in Top Communication Tips by admin

26 Jan

How To Be A Good Manager

Ever thought if you’re a tsetse fly?

In one respect most of us are like tsetse flies.  These bloodsucking African flies carry pathogenic trypanosomes, general known as “sleeping sickness”, to human beings and other animals.

What is peculiar about these insects is that they feed on cattle, giraffe, leopards and wildebeest but the eyes of a tsetse fly do not register the black and white stripe pattern of zebras.  Zebras, for the tsetse fly, do not exist.

Buddhists believe: “no man can see the back of his own head” but not only is the back of our head invisible, so is a significant part of the world around us.  What we do see though, can affect us and often in a significant way.

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Posted in Top Tips on Managing Change by admin