The Patter

Have you got "The Patter"? Do you need it? I think not!

Some food outlets, almost all point-of-sales call centres and even many specialist sales organisations have well defined scripts that they require their staff to stick to. You know them when you come across them; you order a coffee, spelling out the myriad of combinations you want,

"Large cappuccino to go, extra shot, skinny milk and hold the chocolate". Sorted! But then it starts: "Is that to drink here or to go?" "To go", "Do you want an extra shot with that?", "Yes, please", "Full fat or skinny?", "Skinny please!", "Chocolate on the top?". This is why coffee shop counters all have teeth marks along the edge! By now you know three things:

• They were simply not listening to you after they had imparted the ritual greeting (which as far as they were concerned could have been in Lactin!)
• Their company doesn't care enough about your business to train their staff adequately - having a script is OK, but it should be a guide to make sure the bases are covered, not some terrible litany that has to be slavishly, and counter-productively stuck to come hell or high water!
You should have stuck to tea!

But it does not have to be like this. As I said, having a script, even a check list of points that do have to be covered is OK, but that is only the start of the matter. Training in presentation and communication is essential. The only place I used to go back in the face of this type of brain dead, zombie like droning was in airport lounges - what choice did I have? I know it can be so different, if you ever get the chance visit Caffe Nero in Truro and watch the serving staff there - they are SO professional! Tell them Ian sent you -I'm no commission!

What it comes down to is that presenting is just as much about listening than speaking!