Colin's Service Promise

If Enron, Worldcom, Arthur Anderson, HIH, OneTel (Australia) had service promises they either weren't very sound promises or the principals didn't stick to their principles. Call it a statement of ethical behaviour or a code of conduct but it all comes to the same thing. It says, 'Here's my way of doing things. I promise to stick by it.'

You can read more about this theme in my book 'Five Star Service on a One Star Budget.'

To let you know I practice what I preach here is what I promise to do when you book me to speak:

So you can be sure my message is on the ball,

> I will invite you to complete my 6 page questionnaire to ensure I understand your aims

> Be sure of what you want to achieve out of inviting me to be with you Have specific goals for my presentation

> Relate my presentation to the theme of your meeting

> Liase with other speakers to make sure we don't cover the same territory

> Let you know what my travel arrangements are surrounding the date so you won't be anxious about my arrival time.

On the day of my presentation, I will:

> Contact you when I arrive

> Let you know if there are delays to my travel

> Be honest with you

> Not drink alcohol while I'm 'on your dime'

> Go easy on the goodies in the bar fridge

> Gladly eat with your people and join in any festivities, tours etc to be part of the group, but as I want to hit the hay early the night before my presentation I might excuse myself

> Undertake a room reccy and a sound check at least an hour before I speak. If the room needs rearranging you should know now that I will be firm about my suggestions. After all I have managed meetings and audiences since I was 12 years old and I do it for a living so I feel I owe it to you to share my experience to get the best result for you. However I will not throw a hissy fit if it can't be done my way. I am flexible after all.

> Coordinate with the set-up crew and other presenters to make sure we're all singing off the same song sheet

> Stay out of your way until you call on me

> Mingle with your audience to familiarise myself with their frame of mind on the day. Because 30% of the success of any presentation is dependent on the audience I will advise you if I feel their mix or frame of mind will be a significant factor in the way I will be received. For example I know that an audience with women in it will respond more positively than an all male audience. A 'hung over' audience will not respond positively at all.

> Be dressed appropriately, always one step more formal or business-like than the audience.

> Provide an easy-to-read introduction to make the introducer look good and to get the audience ready to receive my message

> Make suggestions to the crew as to how to maximise audience impact through the creative use of lights, sound and staging.

> Be in the room, seated and visible to you even before my introduction begins.

When I'm speaking you can count on me to:

> Open my speech with energy and involve personalities in the room as much as I can

> Never use profanity

> Interact constantly with the audience and when less than 200 in number get them buzzing and interacting with each other where the message style is appropriate

> Present well-researched information.

> Use stories and humour liberally

> Use first class data shows with music, sound or video clips to enhance the look, feel and impact of my speech.

> Ad lib professionally through any technical hiccups - like sound system or lighting glitches

> Allow for questions and comments at given times through my presentation where the audience size is appropriate.

> Relate my presentation to your organization and industry

> Only offer my books and tapes if approved in advance Only take a minute or two to offer my products and then get on with the purpose of my presentation

> Adjust my time-frame if I need to and stick to the schedule

Afterwards

> I will Be visible and available to answer questions and chat

> Verify my room charges at check out time Itemise expenses and bill you promptly within a few days of making my presentation

> Provide receipts Ship product orders within 48 hours of returning to my office

> Send a copy of my email newsletters for all who ask for them Discuss ways we might further explore the impact of my message

> Remain tight lipped about confidential information you or your people share with me

> Be happy to take phone calls or email questions from audience members or executives

> Invite the audience members to access my World Sales Center Archives

> In Summary I will be on my toes and have your audience on the edge of their seats

I'm not the only speaker with a service promise. There's one other I know of. With permission I modelled this service promise on that of my friend Jim Cathcart. Jim is a celebrated speaker in the USA and you can read about him at http://www.cathcart.com