Mary Sandro

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Three Mind-Tickling Techniques to Make Your Presentation Content More Memorable and Motivating

Raw information tickles the logical mind and bores the rest of the mind to sleep. The result of an overly logical presentation: bored, sleepy listeners who remember nothing and do nothing. Great presenters start with raw information, add their opinions, color it with imagery, and give it personality. The more of the mind you tickle, the more retention and motivation you reap. Additional parts of the mind you can tickle include: long term memory, imagination, and emotion.

Long Term Memory


Who's Afraid of the Big, Bad Presentation? - How the Pros Make Nervousness Their Friend

“There are two types of speakers.  Those who get nervous and those who are liars.”
                                                                                                                        -Mark Twain

Seven Strategies for Handling Difficult Questions - What to Say When You Don't Know the Answer

Honesty is the only policy when presenting to a group. However, blatantly admitting, “I don’t know”, in response to a direct question from an audience member can be disastrous. The solution is to be honest and maintain credibility at the same time. No one can know the answer to every question. It’s how the inevitable situation is handled that separates great presenters from amateurs. Study the following seven strategies and keep them in your back pocket so that you can field even the toughest questions with confidence.

1. Reflection


How Visual Aids Undermine Presentations - Three Ways You May Be Boring Your Audience to Tears

How do you know you have a presentation? I posed this question to a sales team I was working with recently. One gentleman said, “If I win the business, I know I have a presentation.” To that excellent response I replied, “That’s how you know you have a good presentation. How do you know, before you even arrive at the prospect’s site, that you have a presentation?” Another gentleman offered, “Well if I have some PowerPoint slides that I can talk from, then I have a presentation.”

Four Ways to Motivate Service Professionals - A Guide to Getting Wow Performance

The only thing harder than delivering excellent customer service consistently is motivating someone else to deliver excellent customer service consistently. Customers are more demanding than ever. Professionals are more difficult to hire and retain than ever. Splitting an atom might be easier than rallying an entire organization to Wow customers. Yet, some organizations succeed. Four motivation strategies can help your organization succeed too…one professional at a time.

Get Excited


Listening for Dollars - Customer Complaints Create Profit

Customer complaints are like medicine. Nobody likes them, but they make us better. Actually, they are probably more like preventative medicine because they provide advanced warning about problems. Financial statements, in contrast, provide a historical perspective. By the time problems manifest in the financial statements, forget the medicine. It’s time for emergency surgery.


Telephone Greetings that Customers, Prospects, and Employees Love - Three Easy Steps to Success

Talk about first impressions; telephone greetings are critical. Prospects are deciding whether or not to do business with you. Irate customers are deciding how helpful and competent you are. Yet many companies convolute the telephone greeting to the point that employees hate saying it and customers and prospects dread listening to it. There is power in simplicity. For best results, incorporate three easy elements: pleasantry, brevity, and sincerity.



Creative Customer Service - How Far Will You Go to Wow a Customer?

A large part of customer service success is creating a seamless experience. Customer needs are anticipated; systems are in place; employees are trained. The company runs like a well-oiled machine. But what happens when the unexpected happens? Customers have an “unusual” request or they simply don’t know the rules of the system? The unexpected, I suggest, provides the opportunity to stretch the system, improve the system, or even forget the system and Wow a customer.


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