For the next several minutes the CEO discussed the new experiences that he and his organization were going to create in a determined effort to change the customer’s beliefs. For example, they would acknowledge the customer’s request for service within 20 minutes; they would listen intently and then repeat back to the customer (using the customer’s words) the issue to be addressed;  they would eliminate phrases, such as, “Are you sure?”, “…we’re so busy…”, “No problem…”, “I’ll get back to you as soon as I can…”; and they would meet or beat the estimated time of completion for projects. All technicians and engineers were trained in the company’s “Customer First” culture.  What ensued in the weeks that followed was a very successful turnaround in the customer’s beliefs.

Is there a shift in beliefs that you need to make with one or more of your customers? If yes, begin by identifying the result you’d like to achieve with your customer.  Do you want this customer to tell all of his colleagues and network that you’re the IT company of choice?  Do you want this customer to buy additional products or services from you?  Write it down.   Step Two: identify the current beliefs held by your customer that could prevent you from achieving your desired result and the experiences that led to those beliefs.  This step may require one or more in-depth discussions with your customer.  Step Three: answer this question, “What are the beliefs I want my customer to hold?”  Write it down.  Next, identify the new experiences you will need to create for your customer in order to shift his or her beliefs.  Finally, implement the new experiences and install some “check points” to check-in with your client about your company’s progress.

The beliefs your customers hold shape the purchasing decisions they make, and those beliefs won’t change unless you deal with them directly. To learn more about how to change the beliefs of people inside and outside the organization, we invite you to talk with us further.  We know you understand the theories behind excellent customer service.  What we do best is teach the “how to” steps to get there.

Do you talk a lot at work? If you’re a trainer, lawyer, singer, politician, broadcaster, salesperson, minister, receptionist, Realtor, professional speaker, or other heavy voice user, you have probably experienced that dry, scratchy, lump-in-the-throat, hoarseness at some time in your life. Untreated and repeated, this can lead to permanent damage and permanent loss of a young and vibrant voice. (And no one wants to sound old before their time!)

A major component of effective speech delivery is the physical health of your voice. Under the duress of a cold, of dehydration, or even of excessive speaking, your vocal quality may dwindle. Even the most precise and energetic of speakers are susceptible to voice injuries that may affect their business, whether they are sharing information, closing a sale, or giving instructions as a project manager. Or cheering for your favorite team this weekend!

Here are a few tips to keep your voice in tip-top shape this winter and throughout the year.

– Avoid caffeine, alcohol, and smoking (or second hand smoke) which dries out the vocal cords and surrounding tissue. Instead of reaching for a third coffee or diet caffeinated soda, fill up on a glass of water or juice.

– Keep yourself hydrated. If your throat feels a bit dry, keep a decaffeinated beverage or glass of water nearby. Whether you are presenting, speaking on the phone, or simply sitting on your desk, a drink of water will keep your refreshed.

– Eat “wet foods” during the day, such as soups and fruits, and sip water when speaking for longer amounts of time and during conversations and meetings. (In addition to re-hydrating, a bowl of soup is a nice way to round out a meal on a cold winter day!)

– Avoid dairy products, oily foods, and mayonnaise during lunch if you’ll be speaking after lunch. These make you feel as if you need to clear your throat, which strains your vocal cords.

– If you suffer from acid reflux, your larynx may be affected. Because the entrance to the esophagus is near the larynx, your voice may be easily strained with even a small amount of speaking. When preparing for a presentation or other demanding speaking commitment, be sure to treat acid reflux according to your doctor’s recommendations.

– Rest your voice and use it less if you feel that it is starting to sound hoarse before your presentation. If your voice feels tired after the presentation, be quiet and try not to talk for the rest of the day.

– Avoid cough drops and mints as they irritate the throat and the vocal cords. Initially, you may feel better, but these products may do more harm than good. Over-the-counter cough drops rely on chemicals such as menthol that can diminish the mucous membranes in your throat and larynx, making the vocal folds more vulnerable to irritation and infection. Lozenges with pain-killer properties may also mask illness or vocal strain. Instead, try lemon drops (or any type of hard candy) or ice chips.

– Protect the lining of your respiratory tract by avoiding smoky, dusty, and chemically toxic environments. If you’re in one of these environments temporarily, use a steam inhaler or vaporizer when you return home. You can purchase these inexpensive devices in most pharmacies. Think of it as a “spa treatment” for your voice and respiratory tract.

– Try a vaporizer at night while you sleep for added humidity during cold winter nights. Or add warm moisture to your vocal cords by inhaling steam from a tea kettle or while in the shower. Simply inhale slowly through your nose.

Perhaps more important than all the other tips: if you continue to experience difficulty, seek help early; don’t wait for a chronic problem to develop. Training is recommended for those who rely on their voices professionally. A voice consultation can be a business lifesaver for many. Speaking techniques and vocal-protection techniques will bring out your most effective voice, protect your voice from minor problems and more permanent damage, and keep your voice sounding healthy and young.