In Episode 7 of Season 3, we address: The weather for entrepreneurs & startups can be unpleasant Should business people pretend they're feeling great when they aren't? Is it better to be "authentic" or always have your best face forward? Should podcasts be perfect or should they (sometimes) show bad humour? Why Paul felt like flagellating in the corner - not flatulating Is 'real' communication better than 'consistent' communication? A story from days of corporate culture transformation in London How mistakes in customer service & recovering well can deepen rapport Is it wise to make deliberate cock-ups & recover with style? Deliberate breakdown of coach, sweets, replacement coach & refund Word-of-mouth marketing is powerful Most apologies are insincere & fake How to apologise to a customer Human connections - make yourself 'vulnerable' Dreadful pints of Guinness are served Customers have crap days - may empathise with you - sometimes If you're a miserable git all the time - or a misery gut occasionally When your default setting is "miserable" Humans have bad days The challenge is to explain in an impressive way You don't have to beat yourself up when you let yourself down Don't hiss at the cat, bark at the dog & let everyone have it There are more stories From the days of corporate transformation in London Transport (13.10) Making Mistakes in customer service & recovering well deepens rapport Deliberate cock-ups are tricky If you breakdown, hand out sweets, provide replacement coach + refund Word-of-mouth marketing works A Richard Branson story - heard from Dinah Liversidge Virgin Airways destroyed wheelchair - what they did to make it up to her Unequivocal apology - no mincing words Richard Branson phoned her - maybe from a balloon Dina got the Rolls Royce of wheelchairs She switched her custom from British Airways to Virgin Atlantic How many have heard that story? People who get lousy customer service Dinah decided she didn't want to be paralysed anymore It's great when you overcome extraordinary disabilities Andy Bounds, blind, turned that into 'Clearer Communications' business It's good to design buses for people with disabilities - it helps everyone Exceptionally clear communications impress & lead to loyalty
