What are you doing to exceed your customers’ expectations?
Lisa Ford asks this question at the end of her eye-opening story about the importance of going beyond good service to exceed the customer’s expectations. Lisa is a speaker with over 20 years of experience and is one of the world’s leading experts on customer service. She has a gift for helping companies, big or small, build a customer-focused culture and often speaks internationally on topics of leadership, team issues and of course, customer service. She’s so passionate about this topic that she created the number one selling business video series, How to Give Exceptional Customer Service, which leads me to my next question…
How much do you really care about customer service?
I ask this question because Lisa just might be the one person in the world who cares about quality customer service so much that she was willing to try not one, but three different dry cleaners in search for five-star rated customer service. I know what you’re thinking, did she ever find what she was looking for? Well, Clappers, you’re going to have to listen in as Hall of Fame speaker, Lisa Ford takes the stage on this episode of Standing Ovation.
Find out about:
- Lisa’s dry cleaners’ story and the true power that comes with providing exceptional customer service
- Lisa’s ‘four S’s’ approach when it comes to telling her story on stage
- How to get the most out of certain details in a story
- How Lisa gets her audience to engage and participate with her story
- How Lisa uses newspaper clippings and articles as an effective on-stage prop
- Tips to help you choose the right stories to share with the right audiences
Quotes from the episode:
What can make us different is the story that makes us more memorable and that is our differentiator.
Storytelling is truly an art and a craft, and I think that’s why some speakers truly stand out from the crowd – it’s their storytelling.
Connect with Lisa Ford
2 Key Questions
What’s the best piece of advice you’ve ever been given about the speaking business?
“It’s work. It really is work. We can’t come from an angle of ‘I’m just passionate about it, so that is why I’ve got to be on a stage and do it.’ I’m a business speaker. I have content. So, it’s work and I’ve got to constantly work at it and add value for that client. Another great piece of advice is that I have stayed in a lane for all these years and that has anything to do with customer loyalty, customer experience and customer culture. That’s my lane and I’ve stuck to it.”
Who is your dream guest for Standing Ovation?
“Oh, there’s a whole lot that I can mention and I’m sure you’ve got them lined up. Jeanne Robertson, Mark Scharenbroich, Larry Winget, Mark Sanborn, Alison Levine…there are plenty that just have incredible stories some more business related, some more leadership, some more adventure, incredible, unique experiences. You know, it’s across the board and that’s what makes all their stories so interesting.”