Kathy Sierra of Creating Passionate Users has a post on presentation How To’s in which she offers us some characteristics of a good presentation/talk/show. Of course many of the tips don’t apply to customer service, but here are some that do:
* Use humor. Somehow.
* Be entertaining... which includes, but is not only, humor.
* Don't make it all about YOU.
* Be energetic. Be enthusiastic. Dare I say... be passionate.
You don't have to behave as someone you're not, but if you CARE about the topic and the audience (and if you don't, why are you there?), make sure that it shows. Energy and enthusiasm is infectious.
* Care.
Care about the audience. Care about their time. Care about their attention. Care about what they probably paid in time and money to be there. Care because... that's the kind of person you are ; )
[I'm reaching here, but Damian Conway IS a Really Nice Guy.]
* Don't take yourself too seriously.
* Surprise us!
* Shake things up. Keep us interested...
I like the last two tips listed here. I love surprises and I especially like it when a business surprises me - whether it be a free gift, an unexpected discount, or simply a Thank You card in the mail. It’s also important to “shake things up” by doing fun and different things. A fish house that I go to sometimes has a jazz night on Fridays where they have a band play on the outside patio.
What are your favorite tips?
I think you have to be entertaining. Too many people try to impress you with how smart they are. What they should really be doing is concentrating on delivering valuable "bitesize" information that is beneficial to the user. Show some passion and make the the audience understand that you actually care about what you are talking about. If you don't care, why should anyone else?
Posted by: Eric Mills | August 17, 2006 8:29 PM | Permalink to Comment