A few weeks ago, I received the following request from a gentleman in the United Kingdom.
Dear Ms. West,
I am doing a great deal of research at present regarding motivational and life skills coaches around the world and would be delighted if I could ask a small number of questions regarding your own personal career and the success you have achieved.
If it is possible for me to send you my questions, could you please reply to me at (email address)?
Kind regards,
(personal information)
I, of course, agreed to answer his questions and thought I would share my answers with you, as well!
1. How did you find your niche in the area you are successful in today?
“I began in the banking industry as a Checking Account Consultant for various financial institutions throughout the United States where my job was twofold: (1) help my clients obtain more than their fair share of new checking customers, and (2) help them keep these customers for as long as they possibly can.
Banks are a commodity, and in the eyes of the customer they all offer the same products and services. The only way a bank can truly differentiate itself from its competition is by providing a customer experience that leaves the customer feeling welcomed, valued, reassured and important. In other words, the bank must provide superior customer service to stand out among its competition.
I found myself – day in and day out – helping bankers understand that it is their appearance, choice of words, behaviour and communication skills that impact a customer’s experience the most, and to create remarkable, referral-worthy customer experiences, they must properly manage ALL of these items on a daily basis. This, of course, is the core of Impression Management.
I realized over time this was my true passion. I absolutely love helping businesses and organizations create remarkable, referral-worthy customer experiences that keep customers coming back AND bringing their friends and family members with them. As a result, I started my own company where I not only help the financial services industry but all the various industries throughout the United States better manage the first impressions of their employees by polishing their appearance, behaviour and communication skills. I absolutely love it and can’t get enough of it!”
2. On average, how many people do you help develop, coach and inspire each year?
“Since I work primarily with businesses and organizations the answer is literally hundreds!”
3. In which ways are you in greatest demand?
“First and foremost, most businesses and organizations find it difficult to inspire their employees to WANT to polish their professional image. Secondly, corporate training and employee development departments have been downsized so much that most businesses and organizations no longer have individuals on staff who are qualified to provide this type of training. As a result, they must outsource this training to qualified experts like me who can create unique and customized training programs that are engaging and inspiring.”
4. What do you feel has been the key to your success during your career?
“Quite simply, it is my unwavering commitment to excellence and passion for helping businesses and organizations achieve their personal and professional best that has gotten me to where I am today!“
Yours in personal and professional development,
Starla West, Corporate Image & Customer Service Coach
