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Welcome to The Reality of Business with Bob & Jeremy, your go-to podcast for insights, stories, and practical advice on all things business. Since meeting at drama school in 1991, we've been lifelong friends and business partners, drawing on over two decades of experience running a successful sales and management training company together. With Reality Training at the heart of our journey, we've coached thousands, spoken at countless conferences, and travelled the world, gathering a treasure ...
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Welcome to The Reality is Sales Training, where your hosts Bob Morrell and Jeremy Blake bring over 20 years of global sales training and coaching experience to life. If you've ever questioned the value of investing in sales training, this podcast is for you. Bob and Jeremy explore the critical role sales training plays in business success. Through insightful stories and real-world examples, they answer key questions like: How many organisations truly need sales training? What return on inves ...
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Welcome to The Reality of Contact Centres, formerly known as Contact Centre Focus. This podcast is your essential resource for industry insights and expert advice tailored specifically for advisors, agents, team leaders, managers, and directors of contact centres. Join your hosts, Bob Morrell & Jeremy Blake, the experienced sales trainers and executive coaches behind Reality Training, as they share their wealth of knowledge from training thousands of contact centre professionals across the g ...
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Send us a text What happens when small favours or special treatment for customers start to undermine an entire organisation’s integrity? In this episode of The Reality of Business, hosts Jeremy Blake and Bob Morrell explore the concept of disloyal bonding and strategic lies, inspired by their new book, Whose Side Are You On?. They uncover how seemi…
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Send us a text This introduction is written by an AI bot provided by the podcast broadcaster. The description is edited slightly but it saves an hour of work every time a new episode is published. Bob Morrell and Jeremy Blake unravel the intriguing evolution of artificial intelligence, from its mythological origins to today’s cutting-edge innovatio…
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Send us a text Can you confidently state the price of your product without feeling like you’re dropping a bombshell? Uncover the secrets to mastering price delivery in sales, and learn why timidly muttering numbers or hiding them between features can erode your credibility. We share vivid anecdotes, such as the tale of a travel agent struggling wit…
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Send us a text Have you ever wondered what it takes to make a lasting impression at a networking event? This episode kicks off with a hilarious sketch showcasing some common networking blunders, reminding us all about the importance of making a strong first impression. We dive into practical tips on overcoming shyness, avoiding snap judgments, and …
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Send us a text We all have irritators – things we say without realising. You may know what you’re talking about but you’re not thinking about how you come across, and as such you will pepper your discussion with verbal habits that are really annoying. ‘Obviously’ is the most common, followed by ‘basically’. How patronising when you think about it! …
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Election Special: Why Does Public Speaking Matter? How Do You Engage & Influence Your Audience?
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Send us a Text Message. Elections are great ways to learn about the best public speaking. Rishi Sunak, Keir Starmer, and Nigel Farage, as well as a huge number of supporting cast members will be trying their best to influence us over the next few weeks and any of us can study how good they really are. We all need, sometimes to elevate our voices an…
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Send us a text Senior Managers have an important question to answer – what development is going to make them better at what they do? Or do they need any at all? Unlock the full potential of senior leadership with expert insights from Bob & Jeremy, executive coaches who bring to life the varied activities that are available. This episode promises an…
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Send us a text This is the most underused question in sales. Unlock the secret to improving your sales with the subtle, yet impactful, 'power of choice' strategy. Join Bob Morrell and Jeremy Blake as they reveal how offering options can shift the customer's mindset from a passive observer to an active decision-maker. Ever been trapped by the 'yes o…
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Send us a text In this new podcast, The Reality is Sales Training, Bob Morrell & Jeremy Blake, with over 20 years of experience behind them, dissect the worldwide sales conversation. They offer you the wit and wisdom to craft compelling narratives and new sales approaches that captivate any prospective customers. In this first episode, discover the…
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Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a…
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Send us a text Ever been caught at the end of a meal, wallet in hand, wondering just how much to tip - or if at all? That's the exact conundrum we unpack in today's lively podcast, where we navigate the new Employment Allocation of Tips Act 2023, set to revolutionise UK's service industry. Join us as we delve into the principles of fairness and tra…
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Send us a text Are you constantly the go-to problem solver in your contact centre? It's time to break free from the chains of reactive problem-solving, and our latest episode is your key to unlocking a more proactive team. We delve into the persistent cycle of team leaders being side-tracked by their team's issues, a pattern that not only disrupts …
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Send us a text How do you get through to a company's decision-maker? You’re not alone, this episode is a must-listen for anyone in the B2B space. We kick things off with a hilarious skit that hits close to home, capturing the all-too-familiar frustration of reaching out to remote-based workers. Then, we break down the hard truths of the increasingl…
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Send us a text How often do you have to ask a manager for permission to use an offer? In your call centre how often does it happen? Well, strap in because we're dissecting that dance of discounts and it's quite the cha-cha of consumer psychology and strategic pricing! In this podcast we role play how these sound to customers – and work out what the…
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Send us a text What makes a sales strategy irresistible? This episode promises to change your approach to sales and sales training through the lens of behavioural science. We kick things off by discussing how societal trends, can signal shifts in consumer behaviour — a key factor in shaping effective sales tactics. We sight insights from behavioura…
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Send us a text Do you understand the frustration a customer feels when you say “I need to put you on hold and check with my manager"? This episode promises to unravel why this all-too-common practice is holding back the potential of call centres everywhere. We confront the lack of agent empowerment head-on, striving to identify the bottlenecks that…
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Send us a text In our latest episode, we examine new research into the level of customer satisfaction in the UK, where the landscape has shifted dramatically in recent years. We start by discussing the reasons behind the decline in customer’s experiences, from the pandemic's shake-up of our shopping habits, to Brexit and the economic and political …
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Send us a text Do sales targets work? In this episode we study sales targets and expose their problems. Unpack the dilemma of arbitrary figures with us, as we get into the reasons of how these numbers can warp sales strategies, leading to short-term wins but potentially jeopardise your company's future. And if you think corporate life can't be dram…
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Send us a text If you have heard part one of this series you will know all about active listening, and utilising the best tone for your customers. Already you will be ahead of people who haven’t learnt these key skills – and here are 5 more! This jam-packed episode of Contact Centre Focus is all about amplifying your vocal prowess in ways that reso…
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Send us a text Why are some advisors effective and some less so? Let's unlock that mystery! In this episode Jeremy Blake and Bob Morrell show you how important and flexible the voice is – and how you should be using it. In the first part of our special double-feature, we're laying down five key tips that will make your voice the secret weapon of yo…
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Send us a text Join us for a down-to-earth journey through the highs and lows of launching a career in today’s job market. In this episode, we dive headfirst into the unpredictable world of early employment – offering practical advice, real insights, and a roadmap to success. We’ll take you on a tour of the first-job scene, sharing stories of the i…
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Send us a text Top Tips for 2024! What is going to make the biggest difference this year? Ready to take your customer service to a new level? Call centres all over the world need key areas of focus to have a great year. We're talking about the art of selling—yes, even you, the customer service pro, are in sales, whether you're booking appointments …
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2024 Reflect and Reset: What are your goals and resolutions? How will you have a great year?
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Send us a text 2024 Reflect and Reset: How are your resolutions going? Why do those January promises often slip through our fingers? How can you to be a part of the resilient 9% that Arnold Schwarzenegger says, actually achieve their goals. We're looking at goal setting to habit-forming, and how peering into the rear-view mirror at the year gone by…
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Send us a text Team Leaders Do's & Don'ts - Why are some teams better than others? In our latest episode of Bob & Jeremy's Conflab, we dig deep into the do's & don'ts that differentiate a thriving team from a struggling one. This episode is jam-packed with our personal research, tips and tricks on effective leadership, emphasising the need for lead…
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Send us a text Team Leaders, is your contact centre team prepared for the challenges of peak seasons and ready to emerge stronger? Join us for a discussion on resilience – a crucial trait for thriving in the demanding environment of a contact centre. We’ll tap into Dr. Kenneth Ginsberg’s insights on the Seven Cs of resilience, covering competence, …
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Send us a text Interview Skills and Tips: Ready to be the stand-out candidate at your next call centre job interview? Join us, Bob and Jeremy of Reality Training, where we promise to equip you with the exact insights and strategies you need to impress any interviewer, regardless of their role or seniority. We share key tips on demonstrating your un…
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Send us a text What is sweary coaching? Toss out those conventional coaching models and try something refreshingly direct. We're here to guide you through a unique approach: the SFC model. It's all about being brutally honest about what you genuinely don’t care about in your life or work. We believe that by eliminating these elements, you make spac…
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Send us a text What’s funny these days? Ever wondered how the landscape of humour has evolved in the business world over the past decade? Prepare to discover, through our lively conversation, how comedy has shifted gears, for better or worse, in the day-to-day corporate realm. From recounting our experience of revising the 'Auntie Close' training m…
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Send us a Text Message. Picture this: You're at your Contact Centre Christmas party, the music is playing, the drinks are flowing, and you're just about to photocopy your body parts as a fun party trick. Stop right there! We're here to guide you through the do's and don'ts of the Christmas party, especially in a Contact Centre environment. After ye…
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Send us a text Are your customer service people salespeople? Brand Ambassadors? Efficient Administrators? This episode takes a deep dive into the fascinating world of customer service at 'Bob's Insurance', a company whose customer-centric approach has revolutionised the way their agents handle sales. We dissect a fictional customer service call, de…
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Send us a text Is UK management just not good enough? Ever wondered why UK companies are still struggling to recover from the 2008 financial crisis, while their international counterparts seem to have moved on? Curious about why no UK company features among the world's top 25? Join us on Bob and Jeremy's Conflab to explore these realities and delve…
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Send us a Text Message. Do you work with special offers? Are your prices negotiable? Or do you sell a hybrid option? Some organisations are fixed price. This means the advisor has to sell what they’re selling purely on the value. Do you expect your advisors to know how to negotiate? Or are they simply discounting or reliant on offers only? This pod…
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Send us a text In this podcast, brought to you by Reality Training, we report on our recent teambuilding trip to the codebreakers site, Bletchley Park in Buckinghamshire. We learnt how the teams there, through WW2, broke the codes of the enemy and how that contributed to the winning of the war. By the end of the war over 8500 people, mostly women i…
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Send us a text What is it like to walk 500 miles across the top of Spain? In this podcast, Bob tells Jeremy all about his extraordinary trip to Santiago. It is a story of resilience, agony, inspiration and endurance. Find out whether you could do something like this and think about what it might give you. Please listen and share with anyone you kno…
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Send us a text Following hot on the heels of our popular ‘Conferences’ and ‘Exhibitions’ Do’s & Don’ts episodes, we move on to Team Building! Love them or hate them, team building activities inject a dose of fun into the work routine and play a vital role in helping your team work better together. But not all team building activities are created eq…
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Send us a text What exactly is Self-worth, and when was the last time you truly assessed it? Join us for the culmination of our DRIVES principles series in Episode 6, where we focus on increasing self-worth in your contact centre. If you've been following our journey through Discretion, Roles, Integrity, Vision & Environment, you're already familia…
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Send us a text What defines a thriving working environment within a contact centre? How do you transform spaces into hubs that motivate your teams, encourage collaboration, and drive exceptional customer experiences? In Episode 5 of our DRIVES model, we explore ‘E’ – Environment. COVID-19 reshaped the landscape of contact centre dynamics. Remote wo…
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Send us a text What lies at the core of your business vision? In Episode 4 of our DRIVES model, we unravel the mysteries of motivational visions. Have you ever wondered if your leadership’s visions are crafted with imagination and wisdom, or just another run-of-the-mill idea? In this short podcast, we challenge every contact centre to understand wh…
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Send us a text Business Decision-Making Tips – How do you make a decision? What are the different ways decisions are made? What are the problems that companies face with this process? Are they always rational? "A good decision is made with knowledge, not numbers" – who said that? Listen and find out! Are your decisions aligned to your values? Do yo…
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Send us a text How does integrity work in your contact centre? How does it help us to collaborate? If it is at the heart of what you do, then consistency is easy. If it isn’t, then collaboration becomes almost impossible. A lack of integrity totally undermines any reputation you are trying to build. It could be individuals, teams, or managers who w…
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Send us a text Jeremy interviews his uncle as he hits 80 with no plans for retirement. “Marketing moves consumers to the product and merchandising moves your product to the consumers.” Tim began his career in advertising in the 1960s and went on to own and run a motor vehicle parts and accessories business. There is lots to learn from as Tim moves …
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Send us a text In the second of our 6-part DRIVES series, Bob & Jeremy explain the vital function of Roles and its impact on team dynamics within contact centres. Are you using your power and authority as a manager in the right way to foster collaboration within your team? Do you ensure your team understand their roles and play to their strengths, …
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Send us a text Following hot on the heels of our popular dos & don’ts for conferences episode, we explore Exhibitions. Exhibitions are your chance to show off. Whether you’re showcasing a product, a skill, or a service, these events provide an excellent opportunity to collect leads, make sales, build relationships, and much more. But when planning …
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Unlocking Success: Discover the DRIVES That Cultivate Collaboration & Self-Worth for Business Growth
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Send us a text In this episode, we explore the importance of collaboration and look at the key dynamic principles that mean we are more likely to collaborate with our colleagues effectively. These 5 principles will help each individual increase their feeling of ‘self-worth’. Bob and Jeremy consider: the importance of being empowered to make decisio…
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Send us a text In the first of our 6-part DRIVES series, Bob and Jeremy explain the key drivers that increase staff engagement and collaboration, and improves your contact centre. How empowered are your people? How can they decide on what’s best for customers? This first episode amusingly shows you how a lack of discretion can really affect results…
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Send us a text The frustrations customers face when interacting with automated systems can leave them with an incredibly negative customer journey experience. The challenges you, the advisor, then encounter to provide a seamless transition and make it so much better, is a tough ask after these dreadful responses. The handover from bot to human ofte…
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Send us a text As conference speakers and presenters, we always rehearse. Whereas lots of people don’t. If they did then any audience would receive something far more impactful. What are the four stages of rehearsal? Understanding, Exploration, and the other two? Listen and find out! The more you rehearse the better the quality. Some people think t…
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Send us a text Hybrid working may be here to stay, but working from home permanently is increasing. As the pandemic hit there were organisations that issued homeworkers with all the right kit and others that bought cheap and bought twice. We explore how home-based working changes management and makes the home worker far more self-dependent in areas…
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Send us a text Get facts and trivia about tea that you knew you never wanted to know! In this episode, we champion the tea break at work. Tea breaks produce so many benefits to your health and well-being and your ability to do your job better. We discuss the top five reasons why you should have a tea break at work, and we share 10 ways to have an i…
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Send us a text Do you huddle every morning? What is the purpose? Are they motivational? Do you prepare for them? Do you pledge? In this short podcast Bob and Jeremy give you a series of Do’s and Don'ts about running worthwhile and effective huddles with your teams. If you’re a team leader or an agent, you will learn how to have better huddles which…
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