Best selling business author Jeffrey Gitomer included this comment in his book on customer service and on his blog "Customers don't make up stories about your business - it is you who creates them. The customer simply retells them. How the story is told, and what the content is, is up to you."
So what about your customer service is worth re-telling? Humans love the drama of a bad story and will tell it over and over. Not what you want so make sure the story you leave with your customers is just as dramatic but positive. Courteous, friendly service is expected do what is unexpected.
Your customer should be the main character in the story, make him or her feel special and solve the problem/need so that "they lived happily ever after." It is odd to look at customer service as though you are the author of a story but you are the one who can control the situation and make it memorable for the customer so take charge of the storyline and make it a good one.
Wednesday, August 31, 2011
Monday, August 22, 2011
Business Storytelling: Stories for Interviews
Stories are powerful tools for interviewing. They convey information while allowing the teller to be authentic and hopefully the interviewer to be engaged. Recently Michael Lynch, Marketing and Sales Process Expert, posted in a re-employment group on LinkedIn reasons to become a storyteller. With his permission they are below.
Here are the top 10 reasons to become a compelling storyteller...
1. You will be better prepared for interviews.
2. You will be able to answer the "tell me about yourself" question.
3. You are giving your network info that can open doors for you.
4. You will gain public speaking experience.
5. You will make a strong first impression.
6. You will be perceived as a source of information.
7. You can use stories in cover letters.
8. You will become more interesting.
9. You can accentuate why you are unique.
10. You will gain personal confidence.
Posted By Michael Lynch
I couldn't have said it better so I won't. If you are job seeking take Michael's tips to heart and hone your storytelling skills.
Here are the top 10 reasons to become a compelling storyteller...
1. You will be better prepared for interviews.
2. You will be able to answer the "tell me about yourself" question.
3. You are giving your network info that can open doors for you.
4. You will gain public speaking experience.
5. You will make a strong first impression.
6. You will be perceived as a source of information.
7. You can use stories in cover letters.
8. You will become more interesting.
9. You can accentuate why you are unique.
10. You will gain personal confidence.
Posted By Michael Lynch
I couldn't have said it better so I won't. If you are job seeking take Michael's tips to heart and hone your storytelling skills.
Tuesday, August 16, 2011
Business Storytelling: Ultimate in Micro
There is a group on LinkedIn that has challenged members to write a story in 6 words. There have been some inspiring words, most reflect the life philosophy of the author.
That got me thinking about the use of micro stories in business. Generally, micro stories would be defined as 500 words or less. In today's fast paced environment everything seems to be abbreviated, sped up. It seems like the micro story is a new invention but then I thought of the best 6 word story I have ever heard and in its native language technically it's only 3 words.
Veni, Vidi, Vici!
I came, I saw, I Conquered!
This micro story purportedly said by Julius Caesar in 47 BC says it all and follows the traditional 3 part story format. The scene setter or opening. The conflict, he saw what he wanted. And of course the resolution. Many times people think stories need to be long and involved, not so. Sometimes shorter is better and in business where distractions are common the micro story is perfect.
Not all your stories need to be only 6 words long but a couple thousand years later we are still quoting Caesar, wouldn't it be great if your corporate story is that memorable and repeatable? Imagine 2000 thousand years from now that people are still telling your story. Keep it short, just do it!
That got me thinking about the use of micro stories in business. Generally, micro stories would be defined as 500 words or less. In today's fast paced environment everything seems to be abbreviated, sped up. It seems like the micro story is a new invention but then I thought of the best 6 word story I have ever heard and in its native language technically it's only 3 words.
Veni, Vidi, Vici!
I came, I saw, I Conquered!
This micro story purportedly said by Julius Caesar in 47 BC says it all and follows the traditional 3 part story format. The scene setter or opening. The conflict, he saw what he wanted. And of course the resolution. Many times people think stories need to be long and involved, not so. Sometimes shorter is better and in business where distractions are common the micro story is perfect.
Not all your stories need to be only 6 words long but a couple thousand years later we are still quoting Caesar, wouldn't it be great if your corporate story is that memorable and repeatable? Imagine 2000 thousand years from now that people are still telling your story. Keep it short, just do it!
Monday, August 1, 2011
Oral Histories
In the author's note of David Baldacci's Wish You Well he says "Oral histories are a dying art, which is sad indeed, for they show appropriate respect for the lives and experience for those who come before." The book is not his typical suspense novel but more a reflection of life in the early 40's in the harsh environment of the Virginia mountains. He "mined" his own family history for the story idea.
Obviously, for professional writer's family history can be a treasure trove of ideas but what about for the regular folk? Oral histories not only show respect for ancestors they ground younger generations giving them a sense of who they are. Society has become more mobile and it is not unusual for families to live thousands of miles apart seeing each other infrequently. Facebook and other online mechanisms have made staying in touch easier but it doesn't always make it easy to know where we came from, why our relatives act the way they do.
Not everyone has the means to investigate family history as they do on the show "Who Do You Think You Are". Every family does have the means to share stories of their lives. The history doesn't have to be about long ago relatives, although those would be great, your life and your parents lives can be the starting point for your children. The stories also don't have to be long and involved, snippets of life can be fun and easy to remember. Stories create a closeness.
Don't let oral histories die out, tell your family stories and listen to the stories of others in your family.
Obviously, for professional writer's family history can be a treasure trove of ideas but what about for the regular folk? Oral histories not only show respect for ancestors they ground younger generations giving them a sense of who they are. Society has become more mobile and it is not unusual for families to live thousands of miles apart seeing each other infrequently. Facebook and other online mechanisms have made staying in touch easier but it doesn't always make it easy to know where we came from, why our relatives act the way they do.
Not everyone has the means to investigate family history as they do on the show "Who Do You Think You Are". Every family does have the means to share stories of their lives. The history doesn't have to be about long ago relatives, although those would be great, your life and your parents lives can be the starting point for your children. The stories also don't have to be long and involved, snippets of life can be fun and easy to remember. Stories create a closeness.
Don't let oral histories die out, tell your family stories and listen to the stories of others in your family.
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