Customer service training courses. A little common sense.


Why am I killing my 'word-of-mouth' advertising?

I feel ashamed of this.

Let me explain.

Why do people call me John?

You know my name is Paul, why do so many folk call me John?

They don’t do it just once, but over and over again!

Why have they got it into their head, that my name is John?

Whose fault is that?

Well, it may come as a surprise, but I’m the one to blame for people calling me John!

They’d call you ‘John’ too, if you made this mistake. . .


How I answer my phone, has taught people to call me ‘John’.

But, I hear you say, "What’s answering my phone got to do with what people remember?"

Did you know, that people hear what they want to hear?

They think they know what you say when you answer a call, but they don’t . . .

they assume.

And the one word they do hear, is the last one you utter.

Should I illustrate?

I must be a slow learner. For years I answered my calls

“Hello, this is Paul Johnson”.

The last word I’d say was ‘Johnson’,

but people heard ‘John’ and called me ‘John’ from then on.

I changed a habit to test it. (as usual it took 21 days of repeating it, to change).

I now answer my phone, “Missing Piece Marketing . . . this is Paul”.

And now, people call me ‘Paul’ in their first sentence back to me! And they remember it!

I felt ashamed of this, because I train people in telephone technique

(This is always part of my customer service training courses).

If anyone should have got it right - it should have been me!

* What do you want people to remember about you?

What are you unconsciously branding out in the marketplace, about you?

How do you (or your untrained staff) answer your phone?

Till next time,

© Paul Johnson 2013

Missing Piece Marketing


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© Paul Johnson 2013

Missing Piece Marketing

'Maiden Dale'

23 Spurwood Rd


NSW 2774


Cell. 0407 261 900 (+61 407261900 outside Australia)

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Tony Mathot

Dakota Cleaning Solutions