KISS the Rebel by Phil Bedford

Author:Phil Bedford
Language: eng
Format: epub
ISBN: 9781784523008
Publisher: Panoma Press Ltd

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4 Harvard Business Review - https://hbr.org/2007/10/how-valuable-is-word-of-mouth

Walking the talk

‘Actions speak louder than words’ is a quotation we all know well. It holds more truth than ever in the world of business and referrals. No matter how good a company or individual claims their service or product is, it is only in ‘walking the talk’ that we see an accurate representation of a person or company.

I have often seen companies charging premium rates justified because of their exemplary service or products. They happily charge the client extra, chalking it down to added quality. The interesting part comes when you dig a little deeper. You find out who their suppliers are and how they are treated. Is the company paying for the best or do they become motivated over price rather than quality when it comes to their own pockets?

The same holds true in the arena of education and training. I regularly see coaches and trainers who preach that in the current economic climate ‘training staff is the best solution’ yet they themselves are not investing in expanding their own knowledge. I hear them complaining that the clients will not invest in their staff and yet they are not following the same advice.

They are not walking the talk.

As markets change, we must adapt along with them, utilising new and often slightly unorthodox methods of working to provide the best service or product. It is essential for trainers to continue their education. This could be honing skills in their own area of expertise or expanding knowledge about a completely new avenue to gain a broader picture and in turn provide a more holistic approach.

Training courses are expensive and not every trainer has the funds to spare. However, if it is solely a matter of finance then there are other options. Many centres and trainers offer payment schemes. Alternatively, you could see if someone is willing to barter for training: you train them and they train you in return. But whatever you do, keep learning.

One of the main challenges with training and education as an industry is the fact that it is an intangible product. The image of the trainer is probably the greatest sales tool or asset and it is paramount to our own business and our clients that we ‘walk the talk’. I have seen ‘trainers’ instructing clients on timekeeping, delegation, and staff retention and yet they are themselves incapable of making meetings, delegating or keeping staff. This will damage your reputation and lead to mistrust from clients. Remember your name is your brand and maintaining that is everything.

The same is true in relational marketing: your reputation is everything. You need credibility to move into profitability and, once lost, credibility can be almost impossible to recover. The safest bet is to do it right from the start. You owe it to yourself and whoever is referring you. After all, by recommending you they are putting their own reputation on the line.

So sit down and ask yourself, are my actions in sync with my

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