Jez Rose's career spans some 10 years working with some of the World's largest businesses. Recognised as a key force in pushing the boundaries of business psychology, he delivers dynamic and humorous presentations combined with important, powerful messages.

Achieving sensational results that last through a unique blend of humour, effective psychology and bespoke content, Jez creates a dynamic and charged environment in which people want to change.

Jez delivers two key presentations, titled 'Have a Crap Day' and 'You, the Superhero':

Have a Crap Day

With the theme of becoming a Superhero, this unique 60-minute presentation puts everyone in the seat of a Superhero recruit, fast-tracking everyone to Superhero status in the world of customer service.
There exists evil, twisted supervillains who are hell bent on destroying customer service - this presentation will not only explain who Doctor Moodio Bitchio and Invisogirl are and their evil plans but show you how to avoid becoming their evil clones by teaching you Superhero powers in customer service.

Stop making excuses for bad service. If you know you could do something better, or if you have to justify why you don't, then it's time to change.

Everything you do has an impact. You have the choice to ensure that what you do is either positive or negative. How long does it take you to answer the phone? If it takes you a long time, that tells me you don't care about me - regardless of how busy you are. Draw up a list of every point of interaction your customers have with you and have everyone in your team individually create ways to make it better then bring those ideas together to create a combined super-idea.

Tiny things are much more noticeable than you probably imagine. Worn-out paintwork, scruffily dressed staff, dirty floors, lack of smiles - all of these things have huge implications on service. Get a friend or colleague from outside of your workplace to do a critical mystery shop. This will hurt but don't take it personally - remember you're trying to be the best you can be.

Give an extra 10%. Something that the customer doesn't expect - that extra little something; a courtesy phone call, a no-quibble replacement, a Birthday card or an unadvertised discount for loyalty.

People are the key. Motivating people to do actually want to make a difference is the hardest part of effective customer service. They get paid whatever, so why should they think about smiling all the time and going the extra 10%? Make providing excellent customer service part of their job but make it fun. Provide them with dynamic training to show how important it is and why.

Customer service in the UK is generally very poor. That means you only have to be slightly better than awful to really stand out. Use the better service providers as your benchmark for excellence, not the poor ones!

Listen to your customer and don't interrupt when they're complaining - let them get it out. Complaints are extremely important as they provide vital feedback - admittedly often emotionally charged - much like your mystery shopper will. Complaints are a way for you to constantly keep your eye on the ball but use them to change. Alter your practice so that they don't happen again.

Breed an ethos in your workplace of wanting to be the best you can possibly be. By being the best, and actively being recognised for it, it positively boosts staff morale, reduces sickness leave, reduces stress, maintains a healthy work environment and reduces staff turnover.

Care for your staff. You cannot expect your frontline staff to care for your customers if they themselves don't feel cared for. It's hugely important and underestimated by too many businesses I train.

Trust your customer. If they argue that their food is cold or the item is broken or it didn't arrive - trust them. Yes there will always be the occasional corrupt human being, but that's life. For the remaining honest customers who are genuinely perturbed by their inconvenience, your trust will keep them and provide you with a glowing testimonial by word of mouth.

You, the Superhero

With the theme of becoming a Superhero, this unique 60-minute presentation puts everyone in the seat of a Superhero recruit. Everything from choosing your costume to discovering your super powers is covered and most importantly, recruits are shown the top ten supervillains to watch out for.
Recruits will learn how to interact with people effectively, influence people's behaviour and be motivated to be the best you can be on a Superhero level. This is particularly suitable for management and sales teams with an inkling to dress in tights.

The product is irrelevant because people buy people - you can sell anything if people like you. Invest more time in you; your presence, your style and your tone - it doesn't matter how much POS you have: if they don't like you, they won't buy it.

Maintain eye contact when talking to people. We all have an awareness of our peripheral vision so if they look away, they'll be aware of you still looking at them and will look back at you. Just don't stare them out - they'll hit you.

Grumpy bastards don't sell. Possibly the most overused cliché in sales but very few do it: smile at your customers. It disarms them, makes you more approachable and creates a positive emotion while they are around you - therefore they stay longer, giving you more opportunity to sell.

Do you ever telephone yourself? So why have you got stacks of your own business cards? As soon as they're back from the printers, make it your mission to get rid of them. The more people that have your number, the better. Give two or three cards encouraging them to pass them on to their colleagues, giving you wider distribution.

Manage your time effectively. Set aside an amount of time each day to do your self generated sales calls - clear your desk, set a timer and do nothing else but sales calls for that time. Like training a puppy, you'll train your mind into a regular routine where it feels like part of your day-to-day activity.

Remember that no is no now - not forever. I like taxidermy squirrels but if you were to try to sell me one now, I'd decline your offer as I've just bought one. In four weeks time though, I'll be ready to buy one in a different pose. Call them back another time and don't get despondent - it's nothing personal!

Are you any different to Richard Branson, Walt Disney or your colleague who always achieves 300% of their target? No, you're not. We can all achieve. There is one thing that stands in your way from changing your mindset in order to achieve though, and that's you.

Selling is like being famous; as many people as possible need to know about you. Work each marketing strategy out to make sure it will work as well as possible. How many flyers do you get through your door in a week? What makes yours' any different? If it was printed on metal or looked like a chicken, you'd remember it and take note…

A surprising amount of people don't have voicemail. That tells the customer that you can't be bothered. You will lose trade through the lack of a personal touch. We all like to feel wanted, so show your customers you care.

Make sure you respond to your customers in a timely manner. They are the king of the sales world as without customers, you don't have a job. So don't leave them hanging on - they'll find what they want somewhere else.


Testimonials

"Jez Rose is the UK's answer to Anthony Robbins."
Ian Hyman, Microsoft


"The interest you generate is frightening! You've had such a positive impact on everyone in that room. Thank you."
Amanda Hollings, Coca Cola
 

"There is absolutely no doubt that your energy, humour, professionalism and in-depth understanding of sales psychology carried our day and all the feedback is buzzing about your session. I would have no hesitation in recommending you - the result of your input is tremendous."
Paul Stanley, Head of Regulated Sales, Halifax Bank Of Scotland