It’s Not Only What You Say, It’s How You Say It

Public speaking isn’t just when you get on stage. You’re using public speaking skills (or not using them) when you’re in front of any customer, employee or team. When we practice our public speaking – it’s rarely on a stage in front of thousands.

Hiring managers – and managers who train employees – don’t always take this skill into consideration. Just as important as it is for your employees to know the company culture, history, menu, services, software, offerings, sales, new promotions — they must know the company’s “voice” and how to use it in public when around clients, vendors, potential donors and customers.

The way your employees speak to customers is very important. It’s not just the content — but it’s also in the delivery.

They may know the menu – and all the ingredients… but how does your wait staff talk to your customers? How do they greet them? How do they handle (in their voice reflection) when there is an issue?

I witnessed really good public speaking training during my honeymoon. We stayed at Lauberge de SedonaThe hotel is a spa resort … and the staff’s delivery matched the tone of the resort. This is so important.

It was at the front desk where I noticed this first… then at dinner that night.

Along the creek, the service staff spoke in hushed tones while they intricately described each dish, asked what kind of water we wanted, or brought new silverware. The sound and delivery was seamless. This was definitely their intention.

I would have ordered pretty much anything from our waiter that Saturday night. His delivery made you imagine that each dish was that smooth and tasty — and that the ingredients would make you feel as velvety and calm as his words were as they fell upon your ears.

And that’s the point. Sales, marketing – developing content. In order to do this and get the most bang for your buck – you need to make sure your delivery is perfected.

Their speaking voices didn’t detract from the sound of the creek running next to the tables… instead, their voices amplified the feeling of nature that surrounded us.

When at the bar inside, there was no clanking of glasses or raised voices calling attention to another staff member. They always walked to the employee to speak to them – never shouting.

The valets never honked, whistled or raised their voices when trying to get the attention of another valet. They still softly jogged (sometimes ran) to get cars — but their voices never interrupted the sound of the birds in the trees. It was so perfectly orchestrated. They were highly efficient, but without loud noises accompanying the efficiency.

We were supposed to stay just three nights and fly to LA next, but we stayed. We stayed there because of the feeling we had… and that feeling was created by their people. Their well trained people.

It’s something you can’t always tell about a company by reading their website. We didn’t know how much we’d enjoy the resort until we arrived. Their location and offerings attract customers — but I found out while there, that many people are return guests. That’s where their staff and training comes in. I’ve left or not done repeat business with companies because of unfortunate training of staffs. Lauberge’s people make customers want to become repeat guests.

Do you need help with public speaking? Your staff’s public speaking? I teach how to tell your story online, on video, on stage and in the media. I work on your messaging, delivery, body language, and appearance. Let me know how I can help. Click here to book time with me.