Do you have any final comments about the training today?
Customer advocacy is one of the most powerful forms of marketing. This blog is indirectly about that.
No point in shying away from that fact â weâd love to share our training experience with you and our customers repeatedly tell us we do a great job.
This frank assessment of âwhy you should careâ at all about reading this I hope reflects my honest attempt at self-reflection having once again stumbled upon a topic that I hope resonates with many; self-doubt, criticism and humility.
For 10 years now a significant part of my work life has involved relative strangers telling me what they think of me and my performance that day.
I consider the privilege of training delivery, in part at least, to be akin to a stage performance and remind myself every day that many guests did not buy tickets themselves, but rather, were sent to the âshowâ by some other (presumably) well-meaning colleague.
Every show has its critics and Iâm no exception in receiving my share of negative comments and constructive criticism. As in life, the negatives invariably seem to weigh more heavily than the positives and, even though I consciously remind myself that all comments are useful and rigorously practice leaving time between the end of the course and reading the feedback, they still play on my mind in ways that seem to damage rather than build.
I am at least smart enough to remember this fact when I am experiencing the lows that come with criticism and can therefore wrest some control from my emotional thinking. Well enough to gain a reasonable sense of perspective on things anyway. This still doesnât change the fact that one poor experience from a group of a dozen delegates plays heavily on my mind and, in some cases, for too long.
It was with a little apprehension then that, when asked to pull some feedback comments together for a large proposal, I began looking back through my records for the first few months of 2020 when face to face delivery was the norm.
I knew from the get-go that I would find far more positives than negatives (the data is in â 97% Good to Excellent) and that, naturally, the negatives wouldnât find themselves into the proposal, but I still felt the reaction pangs of self-doubt just as keenly, when I came across the few negative comments, as I had when I first read them.
This is not, however, a blog about learning to overcome these small adversities or in fact, anything on the side of âwhat doesnât kill you makes you strongerâ but rather it is about the surprising lack of self-esteem building I have managed in the face of such overwhelming positivity.
It's not that I lack self-esteem. Iâm generally quite happy with myself most of the time. Itâs that, looking at the information and data, I should perhaps be far more confident and positive than I am.
For the first time in my life, I have begun to question my humility instead of questioning my capabilities.
The desire not to be big-headed or to show-off in any kind of ostentatious fashion has always tempered my desires for greatness (Iâm honest enough to acknowledge, thatâs what I really want â and Iâm certain this is not a unique desire) and Iâve always considered this a good thing.
But maybe not taking the positives as positively as they were given is also doing a disservice to those willing enough to share their opinions. Iâve had to face the unsettling idea that âdiscounting the positiveâ is perhaps not a sign of humility but rather false modesty on my part. Although having a large ego is considered undesirable, I accept that at times it is proper to take credit where it is due.
And that reconciliation gives me the chance to offer my heartfelt thanks to everyone who has supported my career with their feedback and, in particular those whose comments found their way onto my research document.
For a long time, Iâve tried to remember to offer my thanks and positive feedback to those who serve and in such a way as to make it really matter; as their service did to me.
Iâm humbled, but not too humbled, to share this selection of comments with you.
If you are looking for a training provider, perhaps this will help with your research.
âFantastic, thank youâ â Alex, Lancashire
âGreat day, Andrew has been great at deliveringâ â Joanne, Essex
âEngaging trainer, interesting dayâ â Kim, Essex
âReally enjoyed today, informal style enhanced learningâ â Gemma, Essex
âAndrew was very engaging & I found the whole day worthwhileâ â Debbie, Essex
âReally enjoyed the course â great trainer, really engaging and funnyâ â Kerry, Essex
âVery helpful and fun course. Looking forward to using the skills and knowledge I have gained in the past few daysâ â Eugene, Bedfordshire
âThe course was worthwhile. I had a nice time and learned a lot. Good trainer.â â Adrian, Bedfordshire
âVery informative and very informal course. Gave me confidence and new abilities to face new challenges. Thank you very much.â â Mary â Glasgow
âVery informative and worthwhile courseâ â Siobhan, Glasgow
âGreat training + great trainer! Thanks so much and would definitely recommendâ â Sarah, Glasgow
âThe course, trainer and venue were all better than expectedâ â John, Glasgow
âGreat day overall!â â Rachel, Tyneside
âFabulous ?â â Rachel, Tyneside
âI found the course very beneficial. Thank you!â Melissa, Cork
âWas fun and Andrew was full of energyâ â Marcus, Cork
Customer Service Skills
âTrainer was very descriptive, listened well. Helpful and learned a lotâ â Ebony, Sheffield
âGood interactive course and friendly teacherâ â Claire, Nottinghamshire
âReally informative, really enjoyed the courseâ â Natasha, Nottinghamshire
âExcellent courseâ â Dave, Liverpool
âI have really enjoyed the course today. Andrew was greatâ â Laura, Liverpool
âIt was very helpfulâ â Monica, Tyneside
âVery well put together and delivered well. Very comfortable and safe environment adapted to the customer service role here and relevantâ â Jane, Tyneside
âGreat trainer â too much role play ?â â Louise, Tyneside
âEnjoyed the sessionâ â Suzanne, Tyneside
âExemplary, Andrew did a grand jobâ â Ed, Clydeside
âAndrewâs presentation was excellent and covered all areas of concerns for meâ â Pat, Glasgow
âLots of ideas and takeaways packed into a super day. Liked the flexible structureâ â Jon â Leeds
âReally well delivered and beneficialâ â Kat â Leeds
âAndrew is an experienced trainer with a very pleasant mannerâ â Anne, Wiltshire
âI thoroughly enjoyed the day with Andrew. He explained everything very clearlyâ â Lindsay, Wiltshire
âExcellent course, lovely blokeâ James, Wiltshire
âThank you, Andrew. Very engaging session. Not too serious in the way information was deliveredâ â Stacey, Wiltshire
Business Writing Skills
âThanks for a fab day! I learned a lot!â â Baiba, Bristol
âThank you for a great session, really usefulâ â Katie, Bristol
âBrilliant teacher, would 100% recommendâ â Hollie, Bristol
âV enjoyable + useful. Thank you!â â Deborah, Dublin
âI think this course was very good and I have learnt a lot about time management. It will definitely help me with my current role and in what I doâ â Monika, Dublin
âGood, well presented and enjoyable therefore led to attentivenessâ â Rosemary, Hampshire
âIt was a pleasure to sit in, thank youâ â Gareth, Hampshire
âGood day â confirmed existing skills and built on othersâ Mike, Hampshire
âA very well presented and engaging course that has outlined lots of processes and resources in Time Managementâ â Graham, Hampshire
âExcellently delivered, engaging content. Thanksâ â Tony, Hampshire
âHelped to cement some of the time management tools I already use and introduced technology tools betterâ â Nicholas, Hampshire
âWorthwhile use of timeâ â Joe, Hampshire
âHonestly, really really great. Thank youâ â Isabelle, Leeds
âAndrewâs laid back and sartorial approach was refreshing. What a great course, I have come away with some very helpful techniquesâ â Sue, Leeds
âGood trainer. Flexible structure applied. Opened communication between staff members. Very valuable sessionâ â Hardeep, Leicester
âThank you. Very helpful and informative. Some new ideas and ways to look at our working proceduresâ â Paul, Leicester
âFacilitated open, honest discussion which opens the door to improvements. Session tailored to the group. Very positive and helpful sessionâ â Maria, Leicester
âThe Time Management course has sparked thoughts on how I manage my immediate and future tasks. More importantly, I will assess how I interact and manage our Development teamsâ workload. Great courseâ â David, Leicester
âUseful and interesting information. Ideas and suggestions which can be discussed with the team to explore ways to work and plan betterâ â Michael, Leicester
âAndrew clearly knew the subject and was very able to relate it to our business. Was good at getting participation from the groupâ â Jill, York
âVery well delivered courseâ â Jamie, York
âThank you, Andrew, for making the course interesting and enjoyableâ â Rebecca, York
âEnjoyed the day and activities were a good way of learningâ â Anwen, Carmarthenshire
âBeneficial to my role, would have liked more examples of re-writing minutes. Useful information was given!â â Donna, Carmarthenshire
âWell delivered and an enjoyable course. It was very informative. Thank youâ â Sharon, Carmarthenshire
âWorthwhile course. Good perspective on skills for minute taking and listeningâ â Rachel, Carmarthenshire
âI feel confident that this will help me at future meetingsâ â Fiona, Carmarthenshire
Negotiating & Influencing
âA really valuable day thank youâ â Will, Yorkshire
âVery good trainer and kept it fun and informativeâ â James, Yorkshire
âGreat dayâ â Sam, Yorkshire
âVery informative day! Thank youâ â Steve, Yorkshire
âGood fun and easily understandableâ â Thomas, Yorkshire
âExcellent course â appeared to be more than 1 daysâ worth of informationâ â Andrew, Yorkshire
âVery useful. Took a lot from this!â â Callum, Yorkshire
How do you feel when you receive feedback? Do you actively seek it or shy away from it?