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#RelateLive
James Field
Debrett's Limited
@MrJamesField
How etiquette and customer relations
impact the success
of your business
Soft Skills
Development Economics Research Group Survey 2015
2015
Soft skills worth over £88 billion in Gross Value Added ...
Customer experience
is all the rage
Fashionable?
Customer experience
Style verses fashion
L U X U R Y
‘A state of great comfort or elegance,
especially when involving great expense’
‘An inessential, desirable item which is
e...
What’s the link?
Luxury: The art of story telling
Luxury: Kindness
Luxury: How it makes you feel
Competition
How do we get there?
We need:
• To be able to read our customer
• Show confidence
• Build trust
Reading the customer
Never assume
Recognise that customers want different things
1. The ‘experience’ customer
2. The ‘functional’ customer
3. The ‘to be gui...
The ‘experience’ customer
• Refer to your company heritage and high profile
customers (NOT by name)
• Take time
• Let them...
The ‘functional’ customer
• They are time poor
• Get to the point
• Talk numbers, prices and time scales – less about feat...
The ‘to be guided’ customer
• Those wanting guidance can be the most indecisive
• Be patient
• The danger : To patronise
R...
Confidence
Trust
Pacing and timing
Pacing and timing
Pacing and timing
Be INTERESTED not just INTERESTING
Know your customer
Creating an environment that feels like home
Familiarity
+
A sense of belonging
=
An environment to buy
What is etiquette?
Etiquette
A code of behaviour that delineates expectations
according to conventional norms within a society class
or group...
Etiquette
Putting others at their ease
Easier said than done?
How many hats do you wear?
How many plates are you spinning?
First Impressions
7seconds
to form a first impression
7seconds
to form a first impression
Eye Contact
Business Social Intimate
Physical Protocol – Handshakes
Handshakes
Handshakes


First Impressions - Silent Signals

What is your one goal when meeting
someone?
What is your one goal when meeting
someone?
To make them like you
How etiquette and customer relations impact the success of your business (Relate Live London)
How etiquette and customer relations impact the success of your business (Relate Live London)
How etiquette and customer relations impact the success of your business (Relate Live London)
How etiquette and customer relations impact the success of your business (Relate Live London)
How etiquette and customer relations impact the success of your business (Relate Live London)
How etiquette and customer relations impact the success of your business (Relate Live London)
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How etiquette and customer relations impact the success of your business (Relate Live London)

James Field, Training Manager, Debrett's Limited
Customer experience is all the rage and is said to be driving Europe's most successful businesses. But customer experience starts from within. How should you and your brand be prepared to respond to today's consumers and the trends influencing their experience? With etiquette and better service, of course.

Debrett's is known worldwide for their training on etiquette and professionalism, and here they demonstrate the impact to your customer relationships. Learn how communication, etiquette, and service will improve the customer experience and increase brand loyalty.

How etiquette and customer relations impact the success of your business (Relate Live London)

  1. 1. #RelateLive
  2. 2. James Field Debrett's Limited @MrJamesField
  3. 3. How etiquette and customer relations impact the success of your business
  4. 4. Soft Skills Development Economics Research Group Survey 2015 2015 Soft skills worth over £88 billion in Gross Value Added to the UK economy each year. Underpinning around 6.5% of the economy as a whole By 2020 Annual contribution of soft skills to the economy is expected to grow in real terms to £109 billion By 2025 To just over £127 billion
  5. 5. Customer experience is all the rage Fashionable?
  6. 6. Customer experience
  7. 7. Style verses fashion
  8. 8. L U X U R Y
  9. 9. ‘A state of great comfort or elegance, especially when involving great expense’ ‘An inessential, desirable item which is expensive or difficult to obtain’ L U X U R Y
  10. 10. What’s the link?
  11. 11. Luxury: The art of story telling
  12. 12. Luxury: Kindness
  13. 13. Luxury: How it makes you feel
  14. 14. Competition
  15. 15. How do we get there?
  16. 16. We need: • To be able to read our customer • Show confidence • Build trust
  17. 17. Reading the customer Never assume
  18. 18. Recognise that customers want different things 1. The ‘experience’ customer 2. The ‘functional’ customer 3. The ‘to be guided’ customer E.g British Airways Reading the customer
  19. 19. The ‘experience’ customer • Refer to your company heritage and high profile customers (NOT by name) • Take time • Let them talk and you listen • Be friendly, don’t seek a friendship Reading the customer
  20. 20. The ‘functional’ customer • They are time poor • Get to the point • Talk numbers, prices and time scales – less about features • Key – is that an experience remains ‘high-end’ but adapted Reading the customer
  21. 21. The ‘to be guided’ customer • Those wanting guidance can be the most indecisive • Be patient • The danger : To patronise Reading the customer
  22. 22. Confidence
  23. 23. Trust
  24. 24. Pacing and timing
  25. 25. Pacing and timing
  26. 26. Pacing and timing
  27. 27. Be INTERESTED not just INTERESTING
  28. 28. Know your customer
  29. 29. Creating an environment that feels like home
  30. 30. Familiarity + A sense of belonging = An environment to buy
  31. 31. What is etiquette?
  32. 32. Etiquette A code of behaviour that delineates expectations according to conventional norms within a society class or group Set of rules Exclusivity Outdated Class orientated Britishness
  33. 33. Etiquette Putting others at their ease
  34. 34. Easier said than done?
  35. 35. How many hats do you wear?
  36. 36. How many plates are you spinning?
  37. 37. First Impressions
  38. 38. 7seconds to form a first impression
  39. 39. 7seconds to form a first impression
  40. 40. Eye Contact
  41. 41. Business Social Intimate
  42. 42. Physical Protocol – Handshakes
  43. 43. Handshakes
  44. 44. Handshakes
  45. 45. 
 First Impressions - Silent Signals

  46. 46. What is your one goal when meeting someone?
  47. 47. What is your one goal when meeting someone? To make them like you

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