A Note from Ruby Read More Special Offer: Advanced Order Pricing until April 15th Read More Feature Article: "Using the SOFTEN Technique to Promote Positive Perceptions" Read More Ruby Recommends Training Tools Read More Ruby's Schedule Read More	April 9, 2008 Volume 5, Issue 2 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

We are on the home stretch here at RubySpeaks World Headquarters. For months we have been videotaping and editing and we now have 4 of the 5 new DVD modules done. Yeah! When it is done, the whole Customer Service DVD Program will be almost 2 full hours of training - just in time for you to share it with your seasonal staff. Check it out at www.RubySpeaks.com.

I head back to Dubai, United Arab Emirates later this month - time for me to see what changes have been made since my last trip to the fastest growing Leisure City in the World. This trip I will be working with Jumeirah Group again and speaking for the World Waterpark Association Middle Eastern Symposium. And of course I can't wait to hit the many malls! Dubai shopping rocks! I promise to bring back more pictures too! Everyone enjoyed seeing the highlights of my previous trips to Dubai so I included them in the "Seven Star Customer Service" Module of my new DVD set. I thought a nice preview of the material I cover in the "Communicating with Our Customers" Module might be appropriate for this newsletter so I outlined one of the teaching points in my Featured Article Below. Enjoy learning "The SOFTEN Technique"! Your fan, Ruby Newell-Legner, CSP

Customers form 10 impressions of you in the first 5 seconds. What first impression are you leaving with them? And more importantly, what perception is your staff leaving with them?

Everyday we communicate through our gestures, body language, posture, facial expression and eye contact.

In the service industry it is important that we really pay attention to these non-verbal messages. In any face-to-face interaction, we can easily send the wrong message to a customer if we don't acknowledge the power of those non-verbal cues.

To help participants in my training programs learn the simple reminders of positive communication, I teach them the SOFTEN technique. I think Mae West sums it up best in one of her famous quotes.

"It's not what you say; it is how you say it. It's not what you do; it's how you do it ...but most importantly, it's how you look when you say it and you do it."

The SOFTEN technique can be used in a variety of situations. When you are developing rapport with a new friend or calming an upset customer. The acronym is a great reminder that will help you improve just about any relationship.

S stands for Smile
A smile is an expression of welcome. It conveys pleasure, happiness, or amusement. When you smile, it displays a good attitude, a sense of humor, a caring approach. In the service business, a smile is required for you to succeed. Throughout your day, check to see what expression you have on your face. Your confidence shows when you smile.

O stands for Open Posture
Open posture demonstrates your open-mindedness and closed body posture makes it appear as if you don't care or don't want to listen.

Perhaps you have been in a conversation when the person you were talking to crossed their arms. In that moment, everything changed. For some reason, it shut off the lines of communication and you felt like they weren't listening any more.

Now really, this doesn't make sense because what do our arms have to do with listening? The key is understanding that those crossed arms subliminally create a barrier and crossed arms hinder positive communication.

Now I am not saying you should never cross your arms again, I am just reminding you that when you do cross your arms, you risk making the other person feel like you are tuning them out.

F stands for Lean Forward
Leaning forward slightly shows you are attentive and anxious to assist your customer. Now don't go overboard and get in their face, I am just recommending that you lean forward a little bit. Just lean forward about 2 inches. Not to the point that you fall forward. Don't lose your balance. The goal is to subliminally say "I'm here for you…" That lean forward will let them know that you are eager to help.

T stands for Tone of Voice
A clear, audible, and enthusiastic voice is recommended to send a positive professional message.

After coaching swimming for 20 years I have a coach's voice. I have scared small animals and children with that voice. I've made babies cry by accidentally using that voice at the wrong time. Sometimes I will be walking in an airport and a kid will take off across the concourse running and without even thinking I will yell...."WALK." I can't help myself, too many years on the pool deck as a lifeguard.

Remember, your tone of voice says a lot about what you are trying to communicate.

E stands for Eye Contact
Eye contact provides important social and emotional information; people, perhaps without consciously doing so, probe each other's eyes and faces for positive or negative mood signs. Eye contact shows that they have your undivided attention.

When you engage with another person's eyes, you connect with them on another level. Now I am not talking about Charles Manson-type eye contact...that is a bit much. Just connect and then linger a little bit past comfortable before you look away. That creates a strong connection.

N stands for Nod to Acknowledge
Nodding your head shows that you are listening and that you want to hear everything they have to say. I have to confess that sometimes I nod my head to keep my mouth out of trouble. It helps me close my lips. It is a little self-reminder that it isn't my turn to talk yet.

The SOFTEN Technique is so simple and easy to remember. You won't even need a printout of this article the next time you go to remind yourself to build trust and rapport. Just remember the simple acronym S-O-F-T-E-N.

Remember - Your reputation is only as good as the impression you leave with every patron. Use the SOFTEN technique to enhance your dialogue with each individual you serve. In our business, positive communication is everything.

Ruby's new Staff Training Tool! Ruby took her most popular live training program and put it on video so you could use the DVD's to train your staff. View segments of the modules here http://www.rubyspeaks.com/csdvd/csdvd-videos.asp.

Apr. 11-13, 2008	Trainer, Arlington County, VA Arlington, VA
Apr. 18, 2008	Presenter, Second Annual Women in Coaching Retreat Colorado Springs, CO
Apr. 22-23, 2008	Presenter, World Waterpark Association Middle Eastern Symposium in Conjunction with Dubai Entertainment, Amusement & Leisure Show Dubai, United Arab Emirates

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1700 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

Whether you are building a new team, or looking to rejuvenate your existing staff ... Ruby can help. To check Ruby's availability, call today at 303-933-9291 or send us e-mail Info@RubySpeaks.com

If you no longer wish to receive communication from us: Cancel

To update your contact information: Change

Copyright © 2003-2008 Ruby Newell-Legner, CSP All rights reserved.