Podcast appearances and mentions of geoff ramm

What if your next client was Julia Roberts? Geoff Ramm is the creator of Celebrity Service, a game changing mindset that pushes businesses to go beyond the 10. In this high energy interview, he reveals how most companies settle for a 7 or 8 in service, and why true magic happens when you treat every customer like a VIP. Packed with unforgettable stories from surprise hotel gestures to Uber drivers who rival Disney, Geoff shares the simple, powerful 120 second challenge that is transforming teams around the world. You will learn how to create “You won't believe this” moments that spark loyalty, referrals, and raving fans. Whether you lead a law firm, a shop, or a global brand, this episode will flip your thinking. It is not about gimmicks, it is about mindset, obsession, and small acts of brilliance. Watch now and start creating the service gap your competitors cannot touch. Powered By ActionCOACH Business Coaching: The Help You Need to Grow Your Business: https://business.actioncoach.co.uk/Take Your Business to New Heights: Book Your Spot at the UK's Biggest Business Event to hear from Global Thought Leaders and Industry Pioneers in 2025:https://thebizx.co.uk/ Hosted on Acast. See acast.com/privacy for more information.

Welcome to Monday Night Live Welcome to Monday Night Live In a recent episode of "Monday Night Live," host Derek Arden engaged in a dynamic conversation with Geoff Ramm, the visionary behind "Celebrity Service" and "OMG Marketing." Geoff, renowned for his expertise in delivering exceptional customer experiences, shared invaluable insights into how businesses can transcend conventional service standards to achieve global recognition. Understanding Celebrity Service Ramm Geoff introduced the concept of "Celebrity Service," emphasizing the importance of treating every customer as a VIP. He argued that while good customer service fosters repeat business, delivering a celebrity-level experience can propel a brand to international acclaim. By making each client feel like a star, businesses can cultivate loyalty and differentiate themselves in a competitive market. The Role of Love in Customer Service A standout point in the discussion was the role of genuine care and passion—what Ramm refers to as "love"—in customer interactions. He suggested that infusing love into service delivery not only enhances the customer experience but also fosters a positive work environment. Employees who are encouraged to express care and enthusiasm are more likely to create memorable moments for customers, leading to increased satisfaction and loyalty. Creating Memorable Experiences Ramm shared practical strategies for crafting unforgettable customer experiences. He highlighted the significance of personalization, attention to detail, and exceeding expectations. By anticipating customer needs and delivering beyond the standard service, businesses can create moments that customers are eager to share, effectively turning them into brand advocates. The Impact on Business Growth The conversation also delved into the tangible benefits of implementing Celebrity Service. Ramm provided examples of businesses that have seen substantial growth and global recognition by adopting this approach. He emphasized that in today's market, where products and services can be easily replicated, the customer experience becomes a key differentiator. Investing in exceptional service can lead to lucrative, repeat business and a strong, positive reputation. Derek Arden's interview with Geoff Ramm offered profound insights into elevating customer service to a celebrity level. By treating every customer as a VIP and infusing genuine care into interactions, businesses can create memorable experiences that drive loyalty and distinguish them in the marketplace. Ramm's expertise underscores the idea that exceptional service is not just about meeting expectations but exceeding them in ways that leave a lasting impression. Derek Arden https://derekarden.co.uk https://negotiationexpert.co NEW https://negotiatorspodcast.com https://www.linkedin.com/in/negotiatingexpert/

How can customer service affect your business sale? Buyers looking at your business would have more confidence in their investment if they saw customer satisfaction was high. So, making sure you not only have satisfied customers but evidencing it is key. In this episode I am joined by customer service expert Geoff Ramm. He is the creator and author of Celebrity Service & Celebrity Service Superstars. And has challenged and inspired audiences across 50 countries, to create award-winning ideas to outperform the competition. Geoff shares ideas to take your customer service not only to the next level but to the heights you would go to if you were serving your celebrity idol. This not only impacts the success of your business but will give you an advantage when selling it. This episode is full of great ideas to improve the lasting impression you have on your customers.   “What sort of service would you deliver if a celebrity would walk through your doors today?"  – Geoff Ramm   Timestamps  01:09 - An introduction to Geoff 02:46 - How would you rate your service? 06:57 - Having the same excitement for all customers 11:00 - Staff and the customer service equation 20:39 - Using customer service in selling businesses 25:33 - Recognition from the customers   Connect with Geoff Ramm:  LinkedIn - https://www.linkedin.com/in/customerservicespeaker/ Facebook - https://www.facebook.com/geoff.ramm.5 X - https://x.com/GeoffRamm YouTube - https://www.youtube.com/@geofframm Geoff's website - https://www.geofframm.com/   Connect With Julie Wilkinson LinkedIn - https://www.linkedin.com/in/juliewilkinson-accounting/ Tik Tok – https://www.tiktok.com/@wasolutions YouTube - https://www.youtube.com/channel/UCUvq6gfNoP_4dfIJulL6C6A Facebook - https://www.facebook.com/wilkinsonaccountingsolutions Website - https://wilkinsonaccountingsolutions.co.uk/   Before you go, don't forget to leave a comment and review if you got something out of this episode!

Why did Forbes call Geoff Ramm a Game Changer? Why the extra mile and exceeding expectations is not enough Episode 205 (Geoff is based in north east England) In this this conversation with Geoff Ramm we explore: What is the key question you need to ask to surpass the competition? How would you treat the A list celebrity differently? How would you serve George Clooney or Angelina Jolie? How big or small is the gap to deliver celebrity service? How to forge a strong emotional connection with your audience Why is personalization and how might you apply it to your business? What can you learn from successful customer service stories What's the difference between good service and celebrity service? About Our Guest Geoff Ramm: Forbes stated "Geoff  Ramm is a Game Changer in the world of customer service". He is the author of two books, Celebrity Service and Celebrity Service Super Stars. He has delivered his message to audiences in 50 countries. Learn more about his books and service at  https://www.geofframm.com/ ----- Excerpts from this conversation with Geoff Ramm: For anybody listening, I've got my hand up quite high, Jeff, we're pretty good. But there's always room for improvement. And I will challenge the audience and say, Where does that improvement come from? Because if you go the extra mile and exceed expectations, those are the words that your competition are talking about right now. And I said, in six months time, you'll have all got, you know, an extra mile further forward. But it's hardly the LEAP you could make unless you change your mindset. And you change your mindset with one question. And that question is a philosophy. It's a philosophy that I've wrote about, that I speak about all over the world. It's the philosophy that every audience, every team, every brand gets within seconds. And this is what I hope Forbes may have just seen in me. So as you write, how do you go from a seven to an eight to a nine to a 10? And beyond? It's this one question if your next customer, client, passenger member, guest, we're an A list, celebrity, Hollywood, God, or goddess, if your next client were Taylor Swift, George Clooney, Denzel Washington, what would you say? What would you do? How would you react? What would be the difference in the way that you would treat them? ----- But what I have George on screen, and you've seen this many times, when we've spoken internationally together, I show pictures of my daughter, and her love for coloring in and an art. And so I show these photographs of when she was little coloring in and so the audience can see what my dog, they know her name, they know what she loves. But now they can see her. And that connection to the audience is very, very strong. But I'm telling the story of this experience in a toy shop. But I see the funny and I see the quirky and all of the stories that I tell. And it was a beautiful piece of selling, it was a beautiful piece of customer experience. But it was all about personalization, which I talk a lot about, because people talk about personalization. But I don't see many examples. So when I deliver my stories, they're packed full of examples. But hopefully, there's some key tips and learnings from that that a business can go. ----- ----more---- Your Intended Message is the podcast about how you can boost your career and business success by honing your communication skills. We'll examine the aspects of how we communicate one-to-one, one to few and one to many – plus that important conversation, one to self. In these interviews we will explore presentation skills, public speaking, conversation, persuasion, negotiation, sales conversations, marketing, team meetings, social media, branding, self talk and more.   Your host is George Torok George is a specialist in communication skills. Especially presentation. He's fascinated by the links between communication and influencing behaviors. He delivers training and coaching programs to help leaders and promising professionals deliver the intended message for greater success.   Connect with George www.SpeechCoachforExecutives.com https://www.linkedin.com/in/georgetorokpresentations/ https://www.youtube.com/user/presentationskills https://www.instagram.com/georgetorok/          

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is  Kelly Molson, MD of Rubber Cheese.Download our free ebook The Ultimate Guide to Doubling Your Visitor NumbersIf you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this episode.Competition ends October 1st 2022. The winner will be contacted via Twitter. Show references: https://www.lumsdendesign.com/https://www.linkedin.com/in/callum-lumsden-b8473a3/https://www.instagram.com/lumsdendesign/https://www.linkedin.com/company/lumsden/ Callum Lumsden is a leading design expert for cultural and visitor attractions. He is the co-founder of Lumsden, a specialist design studio delivering bespoke retail and leisure environments for the world's most renowned museums, galleries and visitor attractions including V&A Dundee, MoMA (NYC), Warner Bros. Studio Tour – The Making of Harry Potter London, and M+ Museum, Hong Kong.  Transcriptions: Kelly Molson: Welcome to Skip the Queue, a podcast for people working in or working with visitor attractions. I'm your host Kelly Molson. In today's episode, I speak with Callum Lumsden, Co-Founder and Creative Director of Lumsden Design. Callum shares his journey to founding Lumsden, an interior design agency that creates iconic retail spaces for museums and attractions all over the world. Listen along to hear why retail space is pivotal for today's visitor attractions. If you like what you hear, subscribe on all the user channels by searching to Skip the Queue.Kelly Molson: Callum, thank you so much for joining me on the podcast today. It's a pleasure to have you with me.Callum Lumsden: Thank you. Thanks for inviting me. I'm looking forward to this.Kelly Molson: I'm glad that you're looking forward to this but we are going to start with our icebreaker questions. Yeah, it might be a think, you never know. So at the start of every podcast, I always ask a few icebreaker questions to our guests. Mostly they're really stupid and just a chance for us to find out a little bit about you. So I would like to know, when you were a child, what did you want to be when you grew up?Callum Lumsden: Oh, that's a good one. What did I want to be? A rock star.Kelly Molson: Oh really?Callum Lumsden: Oh yeah. Yeah.Kelly Molson: Okay. And did you ever come close?Callum Lumsden: I managed to get a flute from school and I was big into a band called Jethro Tull at the time. So Ian, I can't remember his last name. He used to stand on one leg and play a flute. That's as far as I got.Kelly Molson: Oh, right. Okay. Can you do the one-legged flute playing?Callum Lumsden: Maybe I can do the one leg, but not the flute.Kelly Molson: It doesn't sound very rockstar-ish, does it? Flute player.Callum Lumsden: No, no, no, it doesn't, but Jethro Tull were pretty good. But I was also roadie for some mates of mine. They had a proper band and that was in Edinburgh. So I got to get a little bit of taste of that, but I've always been massively interested in rock music or music of any kind, really.Kelly Molson: Oh well this is really handy then, because my next question for you is, what is your karaoke song?Callum Lumsden: It's got to be Sweet Caroline.Kelly Molson: Yeah. It's a classic, isn't it?Callum Lumsden: Yeah. That's the one. Because you can get everybody joining in on that. Because nobody knows the words, but they get the bah bah bah so that always works.Kelly Molson: That's the key to a good karaoke song choice, isn't it? Pick something that everybody else knows. So you're not the only one singing it.Callum Lumsden: Oh, things they know. Yes.Kelly Molson: Great. Okay. Last one. If you could switch lives with anyone for a day, who would it be?Callum Lumsden: Somebody who's just starting to go to art college?Kelly Molson: Well, that's a good choice. Is that because you would be full of the wisdom that you have now or you would want to go in a different direction?Callum Lumsden: Yeah, it might take me in a different direction of what I originally wanted to do, which was to be an artist.Kelly Molson: Hmm. Interesting. Okay. Maybe we'll talk a little bit more about that. All right, firstly though, I want to know what your unpopular opinion is.Callum Lumsden: Here's one. I think musical theatre is the most unattractive part of the creative industries. I absolutely hate musicals.Kelly Molson: Oh no.Callum Lumsden: Come on. Bring it on.Kelly Molson: I love it. Oh no, really? What is it that really upsets you about it?Callum Lumsden: I just think it's so pretentious and naff and horrible. And then-Kelly Molson: Isn't it the naffness that makes it great though?Callum Lumsden: Yeah. And I just love ... I'm surrounded by people who love musical theatre so I really like winding them up about it.Kelly Molson: Do you get dragged along though?Callum Lumsden: No.Kelly Molson: Yeah but you point blank refuse.Callum Lumsden: Yeah. Oh yeah. Yeah. I wouldn't even think about ... People don't even think about asking me because I'll just sit there and be embarrassing.Kelly Molson: So not even a little Mamma Mia trip would inspire you.Callum Lumsden: Nope.Kelly Molson: Oh no. I had really high hopes for this interview. I thought we were going to get on so well.Callum Lumsden: Sorry. Is that the end of it?Kelly Molson: We're done. You can leave. Get out of my podcast booth.Callum Lumsden: Yeah. Yeah. And let's not get onto ABBA either.Kelly Molson: Oh God. Can we not? Because yeah, that'll go right off. There's a lot of people listening to this that love ABBA and I bet Eurovision as well so-Callum Lumsden: Yeah. Yeah. Sorry everybody.Kelly Molson: All right. Well let's just, we'll park that then. Callum you tell me about your background and how you have come to found Lumsden Design.Callum Lumsden: Well, it started it by me going to art college. At art college, I ended up studying furniture design. Then I went to Royal College of Art to do what was then called interior architecture. And that opened me up to all manner of different people and processes, et cetera. And then when I graduated I knew most of the people in the fashion department and they went off to work for various retailers and their bosses started saying that there's any of your mates, any good interior design, we've got a shop to design. And lots of them said, "Oh I know this guy called Callum. Give him a shout." So that got me into that. So I've been designing shops ever since then.Kelly Molson: Wow.Callum Lumsden: So that's how it started.Kelly Molson: Yeah. And so how long has Lumsden Design been around?Callum Lumsden: Well, it's been in a few different variations because when I left the RCA, I worked for myself and then I went to work for various retailers in house, such as Jaeger for instance. But I was also freelancing myself and then I eventually joined various big design companies. And then I formed London Design Partnership, it was called, oh 20, 30, 35 years ago. Something like that.Kelly Molson: It's the longest job you've ever had.Callum Lumsden: Well, yeah it's gone through various different for formations. I did merge with another design company for a couple of years and then I started what it is now, which is Lumsden Design. Although we're getting rid of the design, just calling it Lumsden now.Kelly Molson: I like that. That's quite rockstar, isn't it? You just got the one name now.Callum Lumsden: Well, yeah, it's keeping the Lumsden name, it's had its advantages, but there's also disadvantages. Because how long can ... Lumsden isn't just me. I have a team of people, a great team of people and everybody has to be part of all of that. And clients need to understand that I can't be there on every single one and all of those kind of things. So this one, this variation, which will stay the same, probably goes back to 2010. Yeah. So 12 years in the way that we're doing it now. Yeah.Kelly Molson: Yeah. Yeah. And so it's really interesting the way that you've ... Because this podcast is obviously for people that work in and for the attraction sector. And you have kind of evolved a little bit over the years, haven't you, in terms of working in that sector. So it that wasn't what you set out doing. Was it?Callum Lumsden: Yeah, there's a bit of happen chance that has gone on. The route to where we are now started probably in the year 1998, when we pitched for the retail for Tate Modern. And I'd always done retail, but I was asked to pitch for Tate Modern. I presume that you've been there or people that are listening to this know it. And we won it and I had no idea about the importance of retail to the cultural sector. And that opened in year 2000, 22 years ago, believe it or not. And then that got me into this sector. So I started, Tate Modern kicked it off. And then it was people like the V&A, the Natural History Museum, the Science Museum.Callum Lumsden: So I started spinning into this and then that went into loads of different places. And I'd always worked in retail, but retail, if you take mainstream retail, from a design perspective, you come up with a concept, you build it and if it's successful, then it gets repeated again and again, and again. The Americans call it cookie cutter. If you think of Gap, whichever Gap you see, it looks exactly the same. With this sector, every single client is different. And then eventually took the decision that we would just concentrate on that sector. And the route to visitor attractions was winning the Warner Brothers project in Leavesden, just outside of London, doing the retail for the Harry Potter-Kelly Molson: The name that everyone always gets wrong.Callum Lumsden: Studio tour. Yeah. It's the Harry Potter Studio Tour. No, no. It's the Warner Brothers Studio Tour, the making of Harry Potter. There we go.Kelly Molson: We had Jeff Spooner on-Callum Lumsden: Yeah. Sorry Jeff.Kelly Molson: Sorry, Jeff. But he said, everybody gets it wrong. They either call it the Harry Potter tour or the Warner Brothers tour. It's always a different, a different name every time.Callum Lumsden: And it's interesting connection with the route to get to them because the reason that I got contacted about pitching for that project was a couple of the directors from Warner Brothers in LA went to the British Museum and we'd done all the retail for the British Museum. And one of the library rooms in the British Museum is called the Greenville room. When you walk into the British Museum, you turn right, and it's where all the high end products are sold. Everything from statues to jewelry to watches to da da. And it's got loads of books. And Harry Potter is that. And they said to the guy who's in charge of British Museum commercial side, who did this? And that was me. Well, me and my team. And we pitched for it and we won it. And that started us into this amazing journey with Warner Brothers and various other places.Kelly Molson: Oh, I love that. It's a really ... I wanted to ask you how you became specialists. And I love that you've said it's like a catalyst process, because that's what happened to us as well. We won a big project for an existing client, for Pernod Ricard. So we worked on a project for the Plymouth Gin Visitor Centre. We created their ticket booking system and their website and it was such a brilliant experience going through that, to understand about the experience economy and visitor experience and how you take somebody on a journey through that. That was the catalyst for us. That was a really exciting project. And it was a world that we just thought we want to be more and more involved in. And it's really lovely to hear that was kind of a similar effect to you. It's brought you into this incredible world of ... It's fun, isn't it? All of these things that we work on, they're really fun.Callum Lumsden: Yeah. And that's what's interesting about all the clients that we work with, they're all entirely different and the we've got a who's who of clients. Abbey Road, everybody in the world knows Abbey Road. You can talk to somebody from China and they'll know what Abbey Road is all about. And that's as much about visitor experiences as the studio tour in Leavesden.Kelly Molson: So I've got quite a few questions for you today, but I just want to touch on what you said earlier, because you were talking about Gap and the cookie cutter experience of their stores. So with that, I guess people work out what works and they just replicate it. Yours is so different because every store that you're working on is completely different. Everything has a different brand story, has different values. How do you even start to approach a project when it's so different each time you do it?Callum Lumsden: Well, it's a very overused word, but immerse ourself in that brand, as much as we can. We sit down or walk around and just talk to people, observe, find out who the visitors are, the fans, are they school kids? And that's the difference in this sector. Because if you go to, say a high street brand, again, you probably got every retailer saying, well, our core customer is ... For the people that we work for, there is a bit of a core customer, but actually it can be anybody from two years old to 82 years old. The Warner Brothers Studio Tour, it's international, it can be grannies and grandpas to a whole trip of school kids to teenagers or moms who were reading the Harry Potter books when they were six, who are now reading that to their own kids.Callum Lumsden: And if you go to, we worked for MoMA in New York, you've got absolute fans of MoMA products. The New York dinner set will go and buy their china and their cutlery at the New York design store, the MoMA design store. Go across the roads to the museum itself and you'll get a tourist, who's come from Austria because ... So actually defining who the ... So understanding that is completely different every single time. The National Theatre that we did in the South Bank, the shop there, the book shop that you went to find a particular book on a particular play, we changed that around to actually make it about stories about the productions that were going on in the theatre, the theatre itself. And they have three or four one time because there's lots of different theatres and that help the retail team there design the products that will fit that store, but still have the bookshop at the back because they weren't making any money out that, but they are making money out of the products.Kelly Molson: Right.Callum Lumsden: And understanding how ... Because it's not just about making the spaces look great or seamless, which is another part of what needs to be done, but they've got to make money. They have to increase revenue. That's why they're there in the first bit, apart from everybody expects to go into, I hate the term gift shop, but 96% of people will go into the shop and buy something-Kelly Molson: Exit through the gift shop. Yeah.Callum Lumsden: Yeah. And they will buy something. So make the most of it.Kelly Molson: It's a fascinating process, isn't it? I think you touched on it there in terms of the commercial, but why is retail space so important to the sector? It is about commercials, right?Callum Lumsden: Yes it is. But it does have benefits as well. Visitor attraction are slightly different to the cultural sector because the cultural sector, the money that's generated goes to the curators to help them buy the objects that they want in their collections. And it also helps in the education part of what they do and the events and everything else. If you take MoMA, their retail turnover is $52 million per year. That's a lot of money.Kelly Molson: That is a lot of money.Callum Lumsden: Yeah. I'm not able to tell you what Warner Brothers is, but let's say it's really quite successful, but that goes back into them to be able to develop the next part because a studio tour can't stand still, everybody has to look at, all right, what are we going to do in the next year, the next two years. Because they want repeat visits. So to be able to do that and to be fair to Warner Brothers, they also put a lot back into the local community education as well, developing their staff, all of those kind of things. So there's a whole load of other aspects to it. So the money that's generated is really important to everybody.Kelly Molson: Yeah. Yeah. Completely. How does it help to sustain their visitor engagement? So what part does retail play in making that visitor maybe come back or be more engaged with the brand?Callum Lumsden: Well, again, the retail offer is done to the merchandise. The merchandise has to be looked at as creatively as possible in terms of, okay, what else can we do that will grab people's attention? So there's an introduction of hampers at Warner Brothers for Harry Potter. So you could actually take a whole Harry Potter based hamper with loads of product in it so you've got a whole set of something. That was introduced and that's been really important. That's been a really successful one. Personalisation, doing lots of different things to actually make a wand that's just for you or all of those kind of things and personalisation is becoming really ... Well it's there. It's become really important also in the cultural sector as well where you can get your own name on it. You can get things custom made according to ... Because people like Adidas and Nike, they're doing that. You can get your trainers personalised, all of that needs to seep into the sector that I work in as well. And that's becoming really successful.Kelly Molson: Yeah. And I guess some of the retail spaces that you've owned, most of the retail spaces that you've designed, they almost become experiences in themselves. Don't they? Like a mini attraction within an attraction.Callum Lumsden: Well, yeah. Well, a lot of ... Yeah. There's quite a lot of stores that we've done that people go to but they don't go into the museum. The Tate Modern is one example. MoMA is another example. But that's not the point. The point is that what is being sold and how you actually design that store needs to reflect the brand of the institution that it is part of. And it should be, in our view, a seamless thing. So you shouldn't feel, all right, well, I'm now going into the shop. You should feel that it's part of the Harry Potter experience or the museum or the theatre experience in terms of look and feel. So that means that the space could be inspired by, well, for Harry Potter, it's about the props that are in there, referring to Diagon Alley in terms of the look and feel of the place.Callum Lumsden: Or, if you take the British museum, it reflects the architecture, because it is a completely ... That's big tourist ... That people want British Museum because it's a fantastic building. It's got an amazing collection. Everything that's in the shop is telling stories about what they've just seen as they've walked around the museum. And that's what they want to take a piece of. They want to take that memory away either for themselves or to buy for somebody. And that's where the click happens between retail and the actual experience of walking around the rest of the building, et cetera.Kelly Molson: I would love to know the process that you go on when you start to work with the visitor attraction. You touched on it earlier about immersing yourself into who their clientele is, who their customers are, who's going to be visiting. Can you share the process that you take? You take the cultural institution on, or the attraction on. So things that they need to think about or research that they need to carry out if they're going to go through this process with you?Callum Lumsden: Well, most of the institutions that we work with or the companies or the brands, they have their research anyway. So the demographic for instance will be well and truly looked at by ... Without exception actually. There's usually something. Except when it's a brand new, we haven't done this before that. That's usually very interesting. We just did the stores for amazing new museum that's been built in Hong Kong called M+, that's M with a plus sign, which has the largest collection of contemporary visual culture in Asia. It's an amazing building. It's taken something like 20 years to finally come to fruition. We've been working with them for five years. It opened last November. Sadly Hong Kong is closed because of COVID, et cetera. So I haven't actually been able to visit what we just sweated tears over.Kelly Molson: Oh gosh, that must be really hard, to not be able to see it.Callum Lumsden: Yeah, it's really difficult. Yeah. But they are anticipating that people from Hong Kong, but also most of, when they're allowed to, people from China, but also Asia, but they're also expecting other international tourists. So deciding who was going to be the demographic for there was a little bit-Kelly Molson: Yeah. Very tricky.Callum Lumsden: Hit and miss. Abbey Road was the same. They knew that everybody, so many people, tourist buses, et cetera, were rocking up to walk across the zebra crossing and really upset London taxi drivers the whole time. But they had no idea people would actually walk into the building to buy anything, but that's been an enormous success. So you have to make assumptions is a long way around of saying that. But most of the time, the details of the demographics, who'll be there, talking to the curators, talking to the management, talking to the retail teams, as well, is our way of doing it.Callum Lumsden: And an awful lot of the time we're working in, such as the M+ in Hong Kong example, working with a brand new building, you've got super important architects who are being commissioned to design these amazing buildings. So being allied with them in terms of their vision for the building is another part of what we like to understand. In terms of the materials they're using, the space they are going to give us, where it's actually going to go, because the location of a shop, it's not always exit through the gift shop. All of those ... Are there other opportunities? So we look at all of that with the client teams that we work with. And then that starts to, for us, that's the kickoff point.Callum Lumsden: Understanding what the merchandise is, a lot of the time that's been developed at the same time as we're ... Because it actually takes longer to get merchandise together than it does to build a shop.Kelly Molson: Oh really?Callum Lumsden: Oh yeah. Sometimes it can be two years. In museums, if you say somewhere like the National Gallery, their most popular product is the sunflower painting by Van Gogh, which they've got on everything from beer maps to fridge magnets, et cetera. Working to get permission to do that from artists can take ages. Andy Warhol, working at Abbey Road, trying to get The Beatles, the guys who are looking after The Beatles or Pink Floyd or Rolling Stones, they are super sensitive about, no, you can't do that. Or you can do that. For Abbey Road to really get the products, they've done it, but it's taken a long time.Kelly Molson: Yeah. I wonder what they' vetoed. No, you can't put my face on a tea towel.Callum Lumsden: Well, I had an idea about Mean Mr. Mustard socks and that didn't happen.Kelly Molson: Disappointing.Callum Lumsden: Yeah. I would've worn them.Kelly Molson: Me too. That's brilliant. Thank you for that insight into the process. I guess then, the brands that you work with are phenomenally well known or they have such rich history or such good stories like Harry Potter, or I know you mentioned the National Gallery there, the designing of the stores and what they're going to look like, interior. That must be the easy part. You've got so much to work with.Callum Lumsden: No, it's never easy because there's lots of layers of people that you need to go through. And navigating that it can be quite interesting, shall we say. Because every everybody's got an opinion.Kelly Molson: And there are quite a lot of boards involved in cultural organisations as well. Aren't there? So there's a lot of layers of people to come through.Callum Lumsden: Well, yeah. And if you're working with a museum, you are working with academics and they don't have conversations, they have debates. And inevitably that debate will mean there'll be 25 people in the room who all have to say something and you come away with, was there a decision there? And then you've got the architects. The architects can be very easy to work with or very opinionated and have one direction. So actually navigating that can be quite entertaining sometimes. We did the V&A Dundee, which is an amazing building, that was designed by a Japanese architect called Kiakumi. And they were fantastic. They were just so ... Yes, this is ... We'd like this, da da. Everything fitted. It was good. But there's other examples that I won't go on air to talk about-Kelly Molson: I was going to ask you, I was going to ask you-Callum Lumsden: Nose to nose.Kelly Molson: Without naming any names, can you tell us about an experience where you couldn't get what you wanted.Callum Lumsden: I usually get what I want.Kelly Molson: Oh, right.Callum Lumsden: Or there's-Kelly Molson: You're very persuasive.Callum Lumsden: Or there's a bit of a compromise. Yeah. There was one example where it just got so stupid that the head of the museum walked into one of the meetings that I was having alongside the retail team and the architects. And he came in and said, I've had enough of this, the architects ... You're no longer involved in this, get out.Kelly Molson: Wow.Callum Lumsden: And let Callum do what he wants to do. So there you go.Kelly Molson: Oh right, I love it.Callum Lumsden: No name, no name was mentioned.Kelly Molson: No names mentioned the power that you have Callum, as well, I love that.Callum Lumsden: I have since worked with those architects on another project and everything was fine.Kelly Molson: We all have our little friction moments.Callum Lumsden: But that was 15 years later and they'd calmed down.Kelly Molson: It took them that amount of time to mellow.Callum Lumsden: Yeah.Kelly Molson: I'm glad there was a happy ending. What about retail spaces that aren't at the actual attraction itself? So we talk about Harry Potter, they have retail stores all over the place. So King's Cross is the one for me because obviously that is very pertinent to the film. So I will be queuing up to get ... Waiting for my train to be announced and I'll see hoards of people queuing up to have their photo taken with their trolley wedged into the wall there and the shop there. Do you get involved in that element as well? So retail-Callum Lumsden: Yes we do. Yeah. We designed that shop and that was a moment of genius by somebody ... A guy called Jonathan-Kelly Molson: Very clever.Callum Lumsden: Johnathan Sands. He saw the opportunity and he opened that up and he eventually joined up with Warner Brothers. He's since moved on. But with those ones, we did that shop. We also did the airport shops, but because of COVID that didn't work out. Then there was Cursed Child, we did all the retail and the theaters for that. And that went world wide, New York, Hamburg Sydney. I can't remember all the cities that that went to. And then we didn't get involved in it, but Warner Brothers opened up the store in New York, a full blown store right next to the Flat Iron building, that's been enormously successful. We didn't get involved in that one, but there's the shops that Warner Brothers have done, but there's also the shops that lots of other people have done copies of. And if you go to Edinburgh, you've got six versions of Harry Potter shops, nothing to do with us.Kelly Molson: No claim on those. Someone once described a retail experience as a bit like a theatrical experience. Not a musical theatrical experience, because we know how you feel about those, but ultimately you are taking the visitor on a journey, aren't you, around the store and you are making that a real experienced for them. Can I ask you, and this might be like what's your favourite child, but what has been your favourite store to design from that perspective?Callum Lumsden: Definitely the Warner Brothers Leavesden store, because that's gone through the number of iterations as well. They've expanded it. We've moved it around. We've done different things. We've developed the restaurants and the cafes. That's been great fun too. Every project, I'm thinking ... Because it's recently opened, the M+ in Hong Kong has been a great experience. And that's an interesting one about where it's going in the sector because within that, it wasn't just about a whole lot of shelves with products on it. A number of what we've called pavilions that were inspired by Hong Kong. And, for instance, the central pavilion in the show is a combination of a place where artists can do master classes and talk about what they're doing. And the retail guys developed products based around the artist or the artist has designed some of those products.Callum Lumsden: And then there's another space where artists are given the market stalls in Hong Kong, which I don't know if you've been to Hong Kong, but the markets are amazing. And the stalls are called pai dongs. We based one of our fixtures on pai dongs, and the idea. And that's what's happening, is that one of the pai dongs could be taken over by an artist to do anything that they want on it.Kelly Molson: Lovely.Callum Lumsden: Yeah. So sculptural or lighting or sounds because they've got sound artists and all of those kind of things. Or it can be handed over almost on a concession basis. So it could be, I don't know, a sports retailer, if they take it over. All of those things, or personalisation again, where you could actually get, if you're buying a wallet, you can get your own initial put on it, all of that kind of stuff. And then another part of it was for gift wrapping where we were commissioning Chinese calligraphers who will actually sign it.Kelly Molson: Oh, wow.Callum Lumsden: Or showing origami, how you can actually use origami to make your gift wrapping look even more different.Kelly Molson: Oh, that's incredible. That's really theatrical, isn't it? That's a real experience.Callum Lumsden: So you've really got activity going on and that's what happens with Harry Potter. When you're buying a wand, you've got somebody showing you how everything works and how to wave it and what to say and all of those kind of things. And that just gives people something. They'll remember that, they'll love that. And hopefully they'll also buy something, but it's adding something extra into that visitor experience. That's the way it's going for mainstream retail as well. That whole thing.Kelly Molson: Yeah.Callum Lumsden: Experiential.Kelly Molson: So I guess it's like the Hamley's thing, isn't it? Because I can remember as kid going around Hamley's and you watch the people, they show you how to use the toys and they show you how they work and to play with them.Callum Lumsden: Yeah, absolutely.Kelly Molson: There's a guy ... Do you know what? I hope I don't misquote this because I think it was Geoff Ramm that told me this story where ... Geoff Ramm is a public speaker and he told me this story about how he just got mugged off but he spent so much money in Hamley's because of somebody who was there demonstrating the product. It was some like paint blocks and they were painting these pictures and then talking them through and his kid was watching them paint and she asked the child what her name was. And then she drew this picture with her initials and blah, blah, blah, and then gave it to her. And he was like, well, that's it. I have to buy that product now, don't I? I've got this picture that I'm taking home with me, but I've also got to buy those things because my kid wants the magic. She's just seen the magic happen.Callum Lumsden: Yeah. Well, if you think about it, you go down to a food market and you've got the guys, come and get your apples and pears and all of that kind of thing. It's actually, it's not you, it's the way that people have always been persuaded to buy things or the butcher show that will remember your name when you walk in and say, did you enjoy that steak last week, we've got a nice piece of roast beef here. It's interaction. It's not just about how great the shop is, it's to do with the staff, the product, the atmosphere, the layout, there's so many different aspects that we've got to work together.Kelly Molson: Yeah. All the facets coming together. I think you've described that perfectly there, Callum, thank you. We're at the end of our interview, which I'm quite sad about, if I'm honest, I've really enjoyed this.Callum Lumsden: Nice of you to say.Kelly Molson: I always ask our guests a final question, which is about a book they love, but actually I've got one more question for you. I would love to know. Your list of clients is incredibly prestigious. Is there anyone that you would love to work with that you've not got your hands on yet?Callum Lumsden: That's a good one, Hamley's.Kelly Molson: Hamley's. Oh okay. Yeah. There's some work that could be done there.Callum Lumsden: Yeah.Kelly Molson: I think if you put stuff out in the universe, you never know what's going to come back, do you?Callum Lumsden: Yeah. Yeah, no, I think there's ... Well, if I ever get to speak to them, I'll tell them-Kelly Molson: You'll tell them.Callum Lumsden: I think what Hamley's used to be and what it is now is in need of a little bit of TLC.Kelly Molson: All right. Well, universe, let's see what you can bring to Callum. Thank you for sharing that. All right. What about a book that you love or something that you love, something that's helped you in your career? What would you recommend to our listeners?Callum Lumsden: Well, there's a beautiful book by a fantastic illustrator called Charlie Mackesy. I think that's how you pronounce his name. It's called The Boy, The Mole, The Fox and The Horse. And it's all illustrations, but with lovely little writing from him, and it's all about being gentle and kind to people. And that sounds a bit naff, but the illustrations are absolutely fantastic. I follow him on Instagram and it's just a lovely, beautiful book. I came across it as somebody else had it. And then somebody bought it for my birthday and I've actually used it a couple of times when I've done talks, et cetera, to illustrate different things. I highly recommend it. Charlie Mackesy, The Boy, The Mole, The Fox and The Hare.Kelly Molson: Ah, it is a wonderful book.Callum Lumsden: Oh, you know it?Kelly Molson: I do. I also follow him on Instagram and I have the book and it is a beautiful book and a number of people have recommended that book because I think it touched a lot of people at a really challenging time.Callum Lumsden: Yeah.Kelly Molson: As well. I think a lot of people were drawn to that book during the pandemic. And it's become a bit of a staple in, especially in nurseries as well, to be honest. A little bit of love and a little bit of hope that we all needed at that time.Callum Lumsden: Sorry. Lots of other people have recommended it as well. I thought I might have come up with something that would nobody else-Kelly Molson: No, it's a good thing. I always think it's a good thing if people have recommended it, because it's testament to that book, isn't it?Callum Lumsden: Oh yeah.Kelly Molson: It's a-Callum Lumsden: No it is good.Kelly Molson: Yeah. So as ever listeners, if you want to win a copy of that book, if you head over to our Twitter account and you retweet this podcast announcement with the words I would like Callum's book, then you could be in with the chance of winning it.Callum Lumsden: Oh that's nice.Kelly Molson: Callum. Thank you. Yeah. Isn't that lovely, people can win your book choice. Thank you so much for coming on the podcast. Been lovely to chat.Callum Lumsden: My pleasure.Kelly Molson: We will put all of Callum's details in the show notes, we will put links to some of the case studies so you can see some of the incredible work. I'm sure most of you listening have visited many of the places that Callum has designed. So you will see firsthand what they look like, but we'll put links in the show notes and you can go and check that out. And if anyone has a connection at Hamley's that they would like to put Callum's way, pass it on to me and I will make sure he gets that. Thanks Callum.Callum Lumsden: Thank you, Kelly. Nice to see you.Kelly Molson: Thanks for listening to Skip the Queue. If you've enjoyed this podcast, please leave us a five star review. It really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned. Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. You can find show notes and transcriptions from this episode and more over on our website, rubbercheese.com/podcast.

This podcast is known for having some of the biggest names in sales and business in America. But today we are going global and welcoming the biggest name in customer service in the UK to the show. Geoff Ramm, keynote speaker, creator and author of 'Celebrity Service' and 'OMG Marketing,' joins Gina and Susanna for this can't miss episode. Hailed by Forbes as "A Game Changer," Geoff brings his insights, expertise, and disarming British wit to The Women Your Mother Warned You About. Geoff asks you to imagine a simple scenario... What if Adele or Beyonce walked into your business or asked for your services? How would they be treated? What lengths would you go to make them happy with their experience? It creates a new perspective on how you operate day to day. Geoff also discusses how companies aren't investing in getting people motived, how process kills service, and cost vs. investment. He gives unique ideas, tips and advice from the unorthodox to the simple and effective. Geoff also explains how great customer service is common sense, but not common practice. Listen as he proposes one simple question that you, your organization, or leadership can ask themselves that will open a whole new outlook on the priority of customer service.   Learn more about Geoff Ramm Check out over a hundred free videos on Geoff's Youtube channel  Come and grow with Sales Gravy More about Gina Engagement Expert – Speaker – Sales Trainer – Entrepreneur – Improv Comic Gina is a Master Sales Trainer for Jeb Blount's Sales Gravy who combines street smarts and improv comedy skills with her experience in the corporate and entrepreneurial worlds, which sets her apart from her competition. “Sass without too much crass” is how Gina Trimarco describes herself. A high energy entrepreneur, engager, speaker, trainer, improv comedienne and podcast producer, Gina credits most of her success on her upbringing by her Italian mobster dad and German immigrant mother.

Derek Arden With Geoff Ramm the author of Celebrity Service Superstars Memorable Experiences Geoff Ramm, the creator and author of 'Celebrity Service' and 'OMG Marketing', knows that great customer service leads to lucrative, repeat business but a greater experience leads to global recognition. Tonight Geoff talks to Derek Arden and Celebrity Customer Service and Love is an important element. Great stories about exceptional service with small but memorable touches. Derek Arden https://derekarden.co.ukhttps://negotiatorspodcast.comhttps://www.linkedin.com/in/negotiatingexpert/ Geoff Ramm https://www.geofframm.com/

040 How to create Celebrity Service With Geoff RammThis week, my adventure in being the best version of you and creating a magical customer experience brings me to the amazing Geoff Ramm and his profound idea of Celebrity Service. I sat down with Geoff Ramm to discuss his amazing book and keynote, Celebrity service. Quite simply, what would your level of service look like if a Celebrity contacted your business or walked into your shop? I know what my answer would be... But why can't we create a celebrity service every single time? Well, me & Geoff sat down to discuss this very topic to inspire you to create a powerful and amazing experience, every time! Geoff Ramm is the creator of Celebrity Service and OMG Marketing. With expertise in creating highly successful marketing ideas and designing a customer experience that leaves a lasting impression. He is the author of Celebrity Service, OMG Marketing & OMG Strikes Back. He has worked with entrepreneurs to launch start-up enterprises without a budget and has created marketing ideas that have become legend. Geoff Ramm has spoken around the world for clients including Honda, British Airways, TATA, SAGE, Tiger Brands, Goldwell and Dixons Carphone. He is the youngest ever President of the Professional Speaking Association UK and was recently awarded the PSAE (Excellence) award, as well as being a UK Enterprise Ambassador. This is an episode, you don't want to miss! Find out more about Geoff Ramm Website : www.geofframm.com Youtube : https://www.youtube.com/user/geofframm Buy Celebrity Service here https://shop.geofframm.com/product-category/book-store/ Come Join the UNLOCKED community where you can receive... Early access to episodes Patron shout outs and recognition at the end of every episode Exclusive backstage content and bonus episodes Ask me anything - have your questions answered online Shape the future of the podcast with your requests. Live hangouts every month supporting each other to UNLOCK success (Optional - become a sponsor of the show!) Exclusive giveaways and HUGE Discounts off my online courses and so much more... To be a Patron and support the podcast just head to this https://www.patreon.com/theunlockedpodcast (link) or head to https://www.patreon.com/theunlockedpodcast I can't wait for you to be a part of this journey! Free Resources https://mailchi.mp/0d35be4cdc01/8hyymfp0m6 (FREE Ebook 10 SIMPLE STEPS TO SELL WITH CONFIDENCE ) https://mailchi.mp/fecf67ff6878/10-tips-to-improve-your-productivity (FREE Ebook 10 tips to improve your productivity) Free Workbook : https://drive.google.com/file/d/18hahQ2osX2InxaPGkhJ9gd0MgjeQEMIr/view?usp=sharing (Understanding Your Values) FREE EBOOK : Ihttps://www.rickylocke.co.uk/ebook (mprove your confidence and create awesome videos with a smartphone) Follow me on https://www.instagram.com/rickylockemagic/?hl=en (Instagram) & https://www.facebook.com/RickyLockeMagic (Facebook) at: https://www.instagram.com/rickylockemagic/?hl=en (@rickylockemagic)  For more about me and what I do, https://www.rickylocke.co.uk/ (check out my website) PODCAST MERCHANDISE!!! It's officially here! Woohoo! You can now buy your own UNLOCKED podcast notebook. The perfect addition to share your thoughts, ideas, and inspiration from the podcast. https://www.amazon.co.uk/UNLOCKED-Ricky-Locke-Podcast-Notebook/dp/B08TK4MQX1/ref=sr_1_1?dchild=1&keywords=ricky+locke&qid=1612290641&sr=8-1 (Available here!) A new episode is out every Wednesday. So make sure you hit SUBSCRIBE so you don't miss out on any episodes coming soon. And, if this episode brought some value to you, or even a smile, then please leave a review or a rating. That would be amazing! Thanks for listening, I hope you enjoy this episode and I'll join you next week for another episode of UNLOCKED!

In this GYDA Talks, Robert interviews Geoff Ramm. Geoff is an expert in Customer Service / Experience and Marketing. He is creator and author of Celebrity Service. He’s challenged and inspired audiences across 43 countries to create award-winning ideas to outperform the competition. Geoff’s clients include, Emirates, Warner Brothers & McDonalds. FORBES called him…. ‘A Game Changer’.Robert and Geoff discuss:Service – how would you service change if Brad or Angelina was coming in to see you?Isn’t Celebrity Service just about B2C?Everyone says, “Go the extra mile and exceed expectations”Put the Celebrity Service into every touchpoint and then the gap will be filled, and no-one could compete with the experienceThe great accountantCommoditised business need to out-market out-content and out-serve the competitionCustomer experience doesn’t start with a P so isn’t part of the 7 PsCelebrity Service starts with the culture – examples of getting it into the businessDo you have the happiest workplace? Ask your people what they want and give it to themAuthentic? it needs to be personalised – deliver internal experienceThey’ll remember what we said and what we sent:ConsistencyExcitementLoveEngagementBravadoResponseIndependenceThankyouYou and Your TeamExcite people (Elliot’s Magic Ticket)Put a ‘Loves’ column in the CRM This is a bitesize version of the hour-long video. To watch the rest please visit www.gydamemberhub.com

On this episode I chat with Geoff about how he got into the speaker and training business. He also shares some of his philosophy regarding celebrity service. He is an inspiration and quite literally buzzing with energy.  If you want to know anything about customer service or the customer experience he is your man.   http://geofframm.com/    

Hosted by Ian Farrar.....the Head Zookeeper and the inventor of Celebrity Service will deliver a unique session on how to manage your team and thrill clients while under lockdown. Geoff Ramm and Nigel Risner are marketing royalty. Forbes described Geoff as “a game changer’. Nigel is “unequivocally the very best speaker I have ever engaged” – Paul Surridge, Sight Care Group. Geoff and Nigel have just finished travelling the world speaking to audiences of the fastest-growing accountancy firms ever. And guess what? Geoff and Nigel will be taking to the virtual stage for an audience of accountants on 24 April. Remote Ramm and Risner brings together two of the best and brightest marketing and motivational minds for accountancy firms in a unique opportunity for your whole team to get a front row seat. Conferences with this content sell out quickly but our fully-virtual livestream means your entire team can join us for what promises to be an engaging, entertaining and massively motivational session. What better way to round off a month of lockdown than to take part in this live and then follow it with a group call discussion with your team? We are asking for donations to be made to Grace House if you loved this event. Industry Angel Twitter Industry Angel Website Podcast Sponsors;- Far North Sales & Marketing Carpeway

Geoff Ramm closes the day with Ian and discusses his goal of creating one big project every year. This year it's book number four and more celebrity service! What's your project going to be during this lock-down, because now is the time. Whist on lock-down because of the Coronavirus pandemic, Ian Farrar wanted to create something special for the listeners. Ian live streamed (Facebook, YouTube & Twitter) for nine hours on the 1st April 2020 and interviewed 16 of his friends back to back! We have edited those videos and created bonus podcast episodes. The original videos can be watched again on the respective social media platforms. Industry Angel Twitter Industry Angel Website Podcast Sponsors;- Far North Sales & Marketing Carpeway

Geoff Ramm is the owner and creator of Celebrity Service, a professional speaker, author and customer service and marketing specialist. Geoff is the architect behind Celebrity Service, a system designed to give your business a customer service experience that will radically alter the way your customers see you. It’s a system that can create a paradigm shift in the way you operate; which can give you an insurmountable lead over your competitors today! KEY TAKEAWAYS We can learn and develop ourselves exponentially by applying the lessons learned and recounted in stories. The art of storytelling is the art of improving ourselves through refinement. The accepted wisdom is that businesses need to go the extra mile, and to exceed expectations. These are not new or disruptive teachings. We need to go deeper. Celebrity Service is founded upon the principle of closing the gap between the service we give customers, and the aspirational service we would give to the biggest celebrity in the world. The main problem businesses face in increasing their service levels is engagement between their staff and customers.  There’s always a nugget of information in the things that customers say; a small truth that can enable you to fully understand their needs, and to better serve them. BEST MOMENTS ‘I genuinely believe that Celebrity Service is the differentiator between you and your competitors’ ‘I’m not telling stories. I am in the stories’ ’Small-minded people say “cost”. The positive people say “invest”' ‘Celebrity Service is the art of asking questions and listening to the nugget’ VALUABLE RESOURCES Business Problems Solved Podcast Geoff Ramm - http://www.geofframm.com To take Geoff up on his incredible offer, connect with him at geoff@geofframm.com Geoff Ramm LInkedIn - https://www.linkedin.com/in/marketingspeakermarketing/ Geoff Ramm Facebook - https://www.facebook.com/Geoff-Ramm-Celebrity-Service-OMG-Marketing-Speaker-192560274147492/ Geoff Ramm Twitter - https://twitter.com/GeoffRamm ABOUT THE HOST   For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses. In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material. Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.   CONTACT METHOD   You can contact Lee Houghton on 07813342194 Lee@leehoughton.com https://www.linkedin.com/in/lhoughton/

Celebrity Service Derek Arden's 'Work From Home' webchat. We have one of the UK’s best business and inspirational speakers, Geoff Ramm. Geoff is an expert on sales and marketing and travels the world speaking on about his brand, “Celebrity Service”. He asks why would any service business treat, David Beckham any differently to Mrs Bloggs. If you treat everybody like a celebrity then watch your business grow!!! EXTRACT (Imagine Sunderland Accent :-) ) Right now, and this is the question that I ask audiences all over the world. On a scale of one to 10, where would you rate your levels of service?If one is abysmal but 10 is incredible. what number would you give yourself right now?The vast majority of the world will say 8.We get sixes and fives we get nines, the vast majority will group themselves in the seven to eight category.What people are saying to me is Geoff we're pretty good or quite good. But there's always room for improvement. Your Service: What would it take you to go from an eight to a nine, nine to a 10? What would it take you to go up one? And it's that one question? If your next customer client member, passenger, guests were in a-list celebrity. What would be the difference in service, what would you say, what would you do, how would you react, what would you wear, as all of us, you said about David Beckham is exactly the same thing. And I had this conversation with a hair salon business in Dublin, just a few weeks ago. And I said to somebody in the audience, I said what time do you close. She said six o'clock. I said, Okay. And I think I used Chris Hemsworth. And I said okay so if Chris Hemsworth was to fly to Dublin. But he emails you first and says, Look, I need to get my hair done I'm on a chat show tomorrow morning. But I don't arrive till half-past 10 tonight. I said, Would you still be open. She said Oh yes. And everybody started to laugh. And I said, Well, I'm here. Joe Bloggs, Geoff Ramm, Derek Arden. I'm gonna arrive at 1030 tonight. Would you still be able to help me? Quite often people say, Well, you know, NO. And there's a gap, there's a gap between what we think we can deliver as a great service, or what we could deliver. and that gap is called celebrity service. WEBSITE geofframm.com

Geoff Ramm is a specialist speaker in Customer Service and Marketing and the creator of Celebrity Service and OMG Marketing. He is a multi-award winning speaker who has challenged audiences across six continents to look deeper, think smarter and create better, leaving you with the mindset to continually stay ahead of the competition. Geoff always personalizes each presentation to your theme to ensure lasting impact with high takeaway value. He knows that the only way to get more customers is to create the best marketing and excellent customer service which leads to a successful business. Geoff Ramm has spoken around the world for clients including Honda, British Airways, TATA, SAGE, Tiger Brands, Goldwell, and Dixons Carphone. He’s the youngest ever President of the Professional Speaking Association UK and was recently awarded the PSAE (Excellence) award, as well as being a UK Enterprise Ambassador.   On today’s Podcast: 03:56 – Getting to know Geoff Ramm 07:35 – Geoff’s #1 Superpower 12.05 – The biggest lesson he had learnt in his career 16:13 – Why customer care is important 20:48 – About Celebrity Service and OMG Marketing 30:04 - Examples of OMG Marketing 34:21 – How to have a Celebrity Service in the self-storage industry 39:03 - How to have an OMG Marketing in the self-storage industry 44:00 – QuickFire Rounds – Five Questions for Fun     Links Mentioned: Geoff Ramm Website - http://www.geofframm.com/ Geoff Ramm on Twitter - https://twitter.com/GeoffRamm Geoff Ramm on YouTube - https://www.youtube.com/channel/UC8k9VJXSjuDK96F8hLAe1lQ Geoff Ramm on LinkedIn - https://www.linkedin.com/in/marketingspeakermarketing/ Geoff Ramm on Facebook - https://www.facebook.com/geoff.ramm.5

A look back at the last 7 days in the self storage industry.  Massive week on the figures, a very positive weekly report  On today’s Podcast 1:20 - Let's start with what have I been doing this week 4:30 – Geoff Ramm 5:27 – The Starbucks 7:10 – My takeaways of the week 10:04 – Quote from Richard Branson 10:30 –Who’s coming up on the podcast this week 13:27- My Week in number (Reservations, Conversions , Move ins, Van Hire, SQ FT In, SQ FT out, Etc) 22:33 - Quotes   Enjoy  Dean

Up at the PSA Convention; My tribe; Peter Sissons; Burger King; A funny thing happened; Seven tips for great interviews; Show and tell; An interview with Geoff Ramm; Music from Rob Corcoran

This week we are doing something a little different. As well as finding out about the speaker who is the person behind the mic we also find out a bit more about the actual presentation/keynote and we deconstruct the speaker's keynote and tell you bit by bit how he presents his content to the audience. My guest this week is the creator and author of Celebrity Service & OMG Marketing.  He’s challenged and inspired audiences across six continents to create award-winning ideas to outperform the competition. Recently featured in Forbes…. they said Celebrity Service was ‘A Game Changer’. His clients include, Emirates, Specsavers, IHG and McDonalds. Bio Geoff Ramm is the creator of Celebrity Service and OMG Marketing.  He knows the only way you can attract more customers is to create jaw-dropping marketing and that great customer service leads to lucrative, repeat business.  A multi-award winning customer service and marketing speaker, Geoff has challenged and inspired audiences across five continents.  As well as being genuinely passionate about his subject, Geoff is humorous with original content and will challenge you to achieve greater results. Implementing Geoff Ramm’s ideas really will make a difference to your business.  A business to business Valentine Card achieved a record 70% response rate by the Bauer Media Group after implementing OMG Marketing. Indian giants TATA won two Direct Marketing Association awards following a two-day OMG masterclass. Tiger Brands, South Africa introduced a dozen new ideas after Geoff’s keynote and masterclass. Just one of these ideas increased sales by over 53%. So how do you create highly successful marketing ideas? And how can you design a customer experience that has you talked about for decades?  In Geoff’s interactive keynotes, you will not only discover out-of-this-world ideas, you will come up with them and be excited to implement them too. Companies across six continents have outperformed their competitors by using Geoff’s unique insights on customer service and marketing.  Laugh out loud at the greatest cabin crew member of all time. Get a lump in your throat at the sight of a sesame seed bun. Discover simple and cost-effective ideas that will have the world talking about your business.  At the end of Geoff’s session, you will want to make massive changes tomorrow and become the brand of choice in the eyes of your customers. Recorded: 14th February 2019 Links: More about Geoff Ramm More about Maria Franzoni Ltd Connect with Maria on Linkedin Connect with Maria on FaceBook To book any of the speakers featured on the Speaking Business podcast, click here  

Ep4 - a special episode from Ambition North with Geoff Ramm http://www.geofframm.com and Phil Hesketh http://www.heskethtalking.com - Lee treats you to a second of Geoff Ramm's keynote at Ambition North business conference, then Lee, Phil Hesketh and Geoff Ramm dissect the talk and talk about what worked and why. They talk about making stories come alive, great content, the power of purpose, the pause, eyebrows, oh and they nearly get shot! Enjoy. 

ABOUT:    This week we've got a masterclass in running a business and keeping both your guests & your team happy as we speak to the Managing Director of Red Carnation Hotels, Jonathan Raggett.   We cover:  Attracting people to work in hospitality Needing to understand all aspects of your business & practicing what you preach Online reviews and social media Customer service basics & going the extra mile Keeping your teams happy & with you for longer Being a great leader & keeping up with the latest thinking    JONATHAN RAGGETT:   Jonathan Raggett has worked in hotels since leaving Westminster College with a Higher National Diploma in Hotel Management. Jonathan joined RCH in 1998 as General Manager of The Rubens Hotel. In 2000 he was promoted to Managing Director, overseeing the rapid expansion to the 18 award-winning luxury boutique hotels and a country inn which RCH now operates.   In November 2009, Jonathan was delighted to be named Hotelier of the Year at the world-renowned Hotel Catey Annual Industry Awards.  In 2012 he was included in the Caterer and Hotelkeeper's Top 100  – The most powerful people in hospitality and listed at Number 8 in the Top 10 Hoteliers.  Jonathan is a Trustee for the industry's benevolent fund, Hospitality Action and a former Chairman of the Master Innholders.   RCH pride themselves on offering outstanding levels of comfort and an exceptional guest experience.  In recent years hotels within the collection have received a number of prestigious awards from various professional bodies.  In 2016 the company was listed 3rd on The Sunday Times Best 100 Companies to Work For list and in 2018 was voted Number 2 in the Top 20 Hotel Brand in the World in Travel + Leisure ‘World's Best' Awards.   LINKS: Celebrity Service by Geoff Ramm  https://www.amazon.co.uk/Celebrity-Service-Geoff-Ramm/dp/1912300184       How to Be Brilliant by Michael Heppell https://www.amazon.co.uk/How-Be-Brilliant-4th-edn/dp/1292065206   Setting the Table by Danny Meyer https://www.amazon.co.uk/Setting-Table-Lessons-inspirations-entrepreneurs/dp/0462099253      FOLLOW US: ⠀ ⠀ ⠀ Mark / WE ARE Spectacular⠀ https://twitter.com/spectacularmark https://twitter.com/spectacularchat  https://www.instagram.com/spectacularmark/ https://www.linkedin.com/in/markmcculloch/      Jonathan / Red Carnation Hotels   https://twitter.com/J_Raggett  www.redcarnation.com  https://www.instagram.com/redcarnationhotels/?hl=en  https://www.facebook.com/redcarnationhotels  https://twitter.com/red_carnation    Do you want to be on the next Spectacular Marketing Podcast? Email gabby@wearespectacular.com

Discover (and fix) the gap in customer service you never knew existed. Businesses can easily fall into the trap of thinking the customer service experience is all about ‘going the extra mile’ or ‘trying to exceed exceptions’. When in fact as Geoff Ramm explains in this episode these phases are 30- 40 years old and misconceptions about how to approach our level of service. There is a better approach to completely redefine our levels of customer service. On this Same Side Selling episode, Geoff joins me to share a different perspective on how to service your customers.  Listen to this episode and discover: >The biggest mistakes businesses make when it comes to the customer experience. >Some steps you can take to create a "Wow!" factor in your customer engagements. >A few things you can do to provide celebrity-level service to your clients. >And so much more…

Working too hard?; My coaching programme; The Charlton Fans; Ed Sheeran; How to create a cracking speech; What you can and can't do; Think before you play a shot; An interview with Geoff Ramm; Music from Rob Corcoran

OMG! Geoff Ramm, customer service and marketing expert and speaker, talks with David on what the true power of OMG marketing through a couple of amazing true stories that will make you go……OMG! You'll hear stories and tips on how businesses can truly stand out!   In This Episode, You'll Learn…   Geoff's favorite audience The true power of OMG Marketing Geoff's favorite marketing book What is Celebrity Customer Service? Why you should avoid ‘easy'? The benefits of sending gifts to clients and employees   Links and Resources Mentioned in This Episode   Geoff Ramm on Facebook Geoff Ramm on Twitter Geoff Ramm on YouTube Geoff's Website

Like you, Geoff Ramm, the creator of Celebrity Service and OMG Marketing, knows the only way you can attract more customers is to create jaw-dropping marketing. Not only that but great customer service leads to lucrative, repeat business. So how do you create highly successful marketing ideas? And how can you design a customer experience that has you talked about for decades to come? Geoff knows the Jedi Mind Trick to make you craved by your customers, envied by your competitors and raved about in your industry. In his interactive keynotes, your team will not only discover out-of-this-world ideas, they will come up with them and be excited to implement them too. Companies across six continents have outperformed their competitors by using Geoff's unique insights on customer service and marketing. Geoff’s on-stage presence will have you on the edge of your creative seats. Sandancers Ian Farrar and Geoff Ramm Discuss:- Career pivoting Brands that rock Large companies ARE able to change How to stand out from the crowd Visit companies & learn from one another Show Sponsors:- Far North - Sales, Marketing, Technology Are you looking to enter new markets? Launch a new business, product or service? Maybe introduce a new revenue stream? Far North is an all-encompassing Business Development Consultancy. We aim to fulfil your growth potential by reviewing your existing business strategy or developing a new, bespoke business model.

CliffCentral.com — We are learning every day that the more technological we become, the better we need to know our customers and customer service is at the heart of success. Ryan talks to global speaker Geoff Ramm on the 9 points of Celebrity Service.

Want to stand out from your competitors? You know your customer service is good, but then along comes Celebrity Service! During this show we are going to be discussing the unseen gap between Good and Amazing. From room service in South Africa, visiting a toy shop in London, to trying on clothes in New York, Geoff will share examples of Celebrity Service that can help you change everything in your business by creating incredible word of mouth that has customers beating down your door for more. Geoff Ramm is the creator and author of ‘Celebrity Service' & ‘OMG Marketing'. He's a multi-award winning speaker who has challenged & inspired audiences across five continents. Join us for another great conversation with one of this shows favourite guests Geoff Ramm.

Want to stand out from your competitors? You know your customer service is good, but then along comes Celebrity Service! During this show we are going to be discussing the unseen gap between Good and Amazing. From room service in South Africa, visiting a toy shop in London, to trying on clothes in New York, Geoff will share examples of Celebrity Service that can help you change everything in your business by creating incredible word of mouth that has customers beating down your door for more. Geoff Ramm is the creator and author of ‘Celebrity Service' & ‘OMG Marketing'. He's a multi-award winning speaker who has challenged & inspired audiences across five continents. Join us for another great conversation with one of this shows favourite guests Geoff Ramm.

Friday the 13th (the date this show goes live), is well known for its screams!!! But how will you scream attention and stand out this year?? I wanted to start this new year and second show series with a fresh injection of ideas and energy. As standing out it so important to success, I decided to invite international marketing expert Geoff Ramm to share his take on ‘Amazing Marketing'. As someone who also really stands out from the crowd, I am delighted that he is joining us. This show will take you on a worldwide tour of some of the businesses and entrepreneurs that really stand out in the marketplace. But forget about needing a huge budget. These ideas will not break your marketing piggy bank! Keynote Marketing Speaker and creator of ‘Observational Marketing' Geoff Ramm will reveal an amazing selection of ideas and stories that scream attention....

Friday the 13th (the date this show goes live), is well known for its screams!!! But how will you scream attention and stand out this year?? I wanted to start this new year and second show series with a fresh injection of ideas and energy. As standing out it so important to success, I decided to invite international marketing expert Geoff Ramm to share his take on ‘Amazing Marketing'. As someone who also really stands out from the crowd, I am delighted that he is joining us. This show will take you on a worldwide tour of some of the businesses and entrepreneurs that really stand out in the marketplace. But forget about needing a huge budget. These ideas will not break your marketing piggy bank! Keynote Marketing Speaker and creator of ‘Observational Marketing' Geoff Ramm will reveal an amazing selection of ideas and stories that scream attention....

    Past President Geoff Ramm was honoured with the prestigious PSAE award at the Mega convention. Geoff said an amazing thing at the convention. He first said it at the Fellows Brunch on Friday and I thought I must have misheard. But he repeated it on the main stage on Sunday during the Experts […] The post PSA Moving Voices – Mega Bite 4 – Geoff Ramm appeared first on Professional Speaking Association.

The amount of change impacting business today would in the 1980‘s have seemed unbelievable. As we move through the 21st century predictions are that this rate of change will continue to accelerate and we will get busier and busier. So as business people what should we be doing right now and how should we be doing it so that we can benefit rather than fall victim to this phenomena? On this show, I will be speaking to two leading international experts dialing in from South Africa. Geoff Ramm the highly acclaimed international marketing speaker who gained fabulous feedback when he joined the show in January to talk about 'Amazing Marketing'. Also, Michael Jackson one of the world's leading thought leaders on business change, speaking annually at around 150 conferences and seminars around the globe to audiences ranging from factory workers to heads of state. This will be a fascinating show. Listen in and equip yourself to thrive during the 21st century rollercoaster ride

The amount of change impacting business today would in the 1980‘s have seemed unbelievable. As we move through the 21st century predictions are that this rate of change will continue to accelerate and we will get busier and busier. So as business people what should we be doing right now and how should we be doing it so that we can benefit rather than fall victim to this phenomena? On this show, I will be speaking to two leading international experts dialing in from South Africa. Geoff Ramm the highly acclaimed international marketing speaker who gained fabulous feedback when he joined the show in January to talk about 'Amazing Marketing'. Also, Michael Jackson one of the world's leading thought leaders on business change, speaking annually at around 150 conferences and seminars around the globe to audiences ranging from factory workers to heads of state. This will be a fascinating show. Listen in and equip yourself to thrive during the 21st century rollercoaster ride

Hints and tips for media appearances, speaking abd social media. This week: Awards season; A trip to China; The Sun on Sunday; The Simpsons; Chasing yourself; Working with translators; Six ways to get international publicity; Are you up for an Oscar?; An interview with Geoff Ramm; Music from Marcus Eaton.

Friday the 13th (the date this show goes live), is well known for its screams!!! But how will you scream attention and stand out this year?? I wanted to start this new year and second show series with a fresh injection of ideas and energy. As standing out it so important to success, I decided to invite international marketing expert Geoff Ramm to share his take on ‘Amazing Marketing'. As someone who also really stands out from the crowd, I am delighted that he is joining us. This show will take you on a worldwide tour of some of the businesses and entrepreneurs that really stand out in the marketplace. But forget about needing a huge budget. These ideas will not break your marketing piggy bank! Keynote Marketing Speaker and creator of ‘Observational Marketing' Geoff Ramm will reveal an amazing selection of ideas and stories that scream attention....

Friday the 13th (the date this show goes live), is well known for its screams!!! But how will you scream attention and stand out this year?? I wanted to start this new year and second show series with a fresh injection of ideas and energy. As standing out it so important to success, I decided to invite international marketing expert Geoff Ramm to share his take on ‘Amazing Marketing'. As someone who also really stands out from the crowd, I am delighted that he is joining us. This show will take you on a worldwide tour of some of the businesses and entrepreneurs that really stand out in the marketplace. But forget about needing a huge budget. These ideas will not break your marketing piggy bank! Keynote Marketing Speaker and creator of ‘Observational Marketing' Geoff Ramm will reveal an amazing selection of ideas and stories that scream attention....

Rod Sloane speaks to Geoff Ramm about marketing The post Moving Voices – June 2010 appeared first on Professional Speaking Association.