I’ve lost count of the number of times one of my training students has commented that I clearly enjoy my job, and I always give the same answer. I tell them that when you’re training you’re working with people who need to believe that you care about helping them. So you’ve either got to care, or be very good at pretending that you care. Fortunately for me I don’t have to pretend

The problem is that if it appears you don’t care, even if you’re good at what you do, people will assume they are getting a third rate service and conclude they should have gone somewhere else. The customer’s perception of the quality of the service relies almost as much on confidence as it does on your technical ability. If your customer loses confidence in you they’ll start second guessing everything you do, and first chance they get they’ll go off in search of someone else who can instil confidence. Someone who appears to care

Today I was rummaging around YouTube, trying to find a video clip that encapsulated this principle. After trawling through an apparently endless collection of patronising drivel (most of them hotel-based) I eventually found this one. Quite simply it is excellent. So good in fact I don’t think I need to hammer home its message in any narrative. A picture paints a thousand words, so they say. This one may paint even more

One thing I will say is “give it time”. It is slow to build, but it is well worth the wait. It is a very, very good piece of work

Check it out and feel free to tell me what you think by leaving a comment