In the first of our interviews, we speak to Ray Watson; one of our most experienced – and popular – consultants…
CH> Hi Ray. You’re a consultant for us here at Metis Training & Development – what are your areas of expertise?
RW> I cover two of the key areas of any business - sales and customer service. I provide consultancy and training on a wide range of topics within these disciplines, often combining them to complete the “Find, Get Keep and Develop” cycle of customer relationships.
CH> Can you give us a brief summary of how you got to this stage in your career – where did it all begin?
RW> My consultancy career began back in 1985 whilst working with BT. I was tasked to work with key clients to develop their use of the telephone as a business tool. When I left in 1994, it seemed a natural progression to take this knowledge into the SME marketplace. As my knowledge and customer base have developed, my skills have been honed to meet clients’ needs.
CH> You’ve done lots of training over the years – any horror stories?
RW> A few! There was the time I was asked by an associate to train the telesales team of a paper mill in Doncaster. Because of the distance from my home base in Epsom, I did the needs analysis on the telephone with the MD. On arrival at the location, I was shocked to find that the sales office was above a shop and the “training room” set aside for the two-day event was, in fact, the kitchen! However, being flexible and fairly new to the market I went ahead and we had a great two days, including doing role plays whilst the other employees were making tea!
CH> I expect there have been some really satisfying moments, too – can you share any with us?
RW> There have been loads. Taking a service call centre through a four-year programme of workshops and training events to constantly stretch and develop their customer service skills was great, and still ongoing. Working on a major customer service programme for Local Authority Leisure Centres in the north of England to help them develop their service and customer facing skills has also been immensely satisfying. The most challenging was the development and delivery of a customer service workshop for a large team of Parking Assistants and Clampers for an inner London Local Authority. The task involved taking the team from a position where they viewed everyone as offenders to the point were they understood that, in fact, most of the people they dealt with were customers and only a small percentage actually contravened the parking laws. It was a major success!
CH> Apart from your obvious passion for training, what are your interests/hobbies outside of work?
RW> I am a typical male! Outside of work it is football in the autumn/winter and cricket in the spring/summer. I am a fully qualified football coach and I work with 8-15 year old boys and girls at the club that I helped to form - Beecholme FC. In five years we have grown to one of the largest boys and girls clubs in the south of England. In addition, I also manage the relationship with our various sponsors. I follow Surrey County Cricket Club and help out at my son’s club - Banstead - scoring and umpiring.
CH> As an aside, when and where did you last go on holiday – did you have fun?
RW> Interestingly my last holiday was in Menorca, August 2003, which I booked following a sales training programme for a specialist villa company! I asked each agent in a team of six to come up with a proposal for a complicated set of requirements. I was so impressed with one solution and the enthusiasm of the sales person that I actually booked the holiday during a role play! We had a great time and I would recommend the island to any one who wants a relaxing holiday away from the hustle and bustle of many tourist areas.
CH> Well, thanks Ray. It’s been a pleasure to talk to you.
RW> Charlotte, it was a pleasure and I look forward to continuing to be a part of the Metis solution.
END.
RAY WATSON is a sales, marketing and customer service consultant for Metis. He has over 25 years’ experience in a wide range of management positions covering finance, administration, product development, product management, sales and marketing.
His key skills are:
- Telemarketing
- Telephone Techniques
- Telesales
- Sales
- Exhibition Sales
- Customer Service
