Understanding People to Improve Your Business

“Just wanted to say CONGRATULATIONS for a fantastic session on Thursday. The guest speakers for the afternoon sessions were very informative and Andrew was FANTASTIC....lots of laugh and interesting information to think about. “

This is an email a member received from a member. Feedback is always appreciated and any feedback from other members would be appreciated too, even if not as positive as this one. This was the first time MBN had tried an expanded program and thanks to everyone for supporting it both through the members’ expo bag and attendances.

Murray Business Network would like to acknowledge and thank Industry & Investment NSW for supporting this event. 

The following written report and photos will be a reminder or reflection for the members who did attend and provide a picture of the day for any members who could not attend.

Understanding People to Improve Your Business

3-3.45 Customer Service that builds business; Debra Templar
4-4.45 Managing Yourself and Your Staff: Isha Knill
5-5.45 Marketing You and Your Business: Debra Templar
7.00 Special guest presenter: Andrew Horabin

 
Debra Templar’s Sessions
Seventy members participated in each of Debra Templar’s seminars on Customer Service and Marketing and were inspired by her enthusiasm, knowledge and expertise.

Particpants’ comments sum up her sessions.
Very humorous whilst all relevant.
Can’t wait to receive her powerpoint presentation and links to sites she recommends.
Social media: never thought of using it but perhaps I should.
I need to develop a relevant set of KPI s so I can really know where or how I get best value for my marketing dollars.
Must remember the WIIFM principle. What’s In It For Me? That is the crucial factor for the customer.
Did not appreciate the significance of electronic media. I must make sure my business can be found.

Thanks Debra for sharing your passion and experience in the retail business and providing practical tips to all our members on how to improve customer service and marketing themselves and their business.

Isha Knill. Managing Yourself and Your Staff.
Isha Knill provided a free book called Attracting Freedom where she describes the physical and personal journey from Zimbabwe to Deniliquin. Her session on Managing Yourself and Your Staff encouraged participants to question their assumptions about any staff issue and reflect on their own thinking, values and role in the issue. Isha encourages people to examine how their behaviour impacts on others and to modify their own behaviour to get the desired outcome in staff performance.

Andrew Horabin
Andrew Horabin; what a great presenter. Andrew ticks all the boxes; he was humorous from start to finish and had every person in the room involved both physically and mentally in his presentation so they could better understand his lessons on communication.

Can you remember the ratios he stressed; communication is 7% verbal, 38% vocal and 55% body language?
And who would have realized your business is the same. Your business has body language too; barriers, openness, presents an image. Is the body language of your business creating the engaging image you want or are there barriers?
Did you realize that you should not hold or maintain contact with something you are trying to sell as you want a customer to feel a sense of ownership and not see you as owning or claiming it?
Do you have an open stance, with your shoulders, legs and arms all positive and open, creating an impression of confidence, honesty and friendliness?
Does your body language match both what you say and how you say it?
To improve communication, especially in difficult or conflict situations you can increase empathy by mirroring the others body language.
Sitting conformably means a person will remember more of a conversation; another tool to use in conflict situations.
Do you realize the importance of context and ensure you set the scene so what you say is communicated effectively?

So many invaluable points and all integrated into playing Simon Says, word games, role plays, laughing a lot and having a good time. But isn’t that how we learn; integrating all our sense in an enjoyable experience.

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