Room 11 Coaching

Room 11 Coaching I am an empathetic, approachable, solutions focused coach and mentor with over 20 years of operational and strategic business experience.

Helping Sales, Contant Centre & CX Leaders build consistently high-performing teams 💥| 2 day Masterclass £5K | 6 month Transformation £25K | The Thinking Space for Men - High Performance Coaching for Senior Leaders | EMCC Accredited Coach I believe everyone has the ability to self develop and achieve better results by accessing a greater depth of thinking. The only limits are the ones we set ourse

lves. I combine support with challenge in coaching conversations and am confident that my non-judgmental approach facilitates transformational change. I enjoy working with people across a broad range of industries and love meeting and connecting with new clients

29/08/2026

Curiosity is a sales skill. Most people just do not think of it that way.

The salespeople who consistently do well are not the smoothest talkers. They are the most genuinely interested. They ask another question where others would launch into the pitch. They want to know how the customer's business actually works, what is frustrating them, what good would look like.

That interest does two things. It uncovers the information you need to be useful, and it makes the customer feel that this is a conversation, not a transaction.

You cannot script curiosity, but you can build the habit. In the masterclass we get people used to going one question deeper than feels comfortable, because that is usually where the useful stuff lives.

The pitch matters far less than people think. The questions matter far more.

Be interested, and you will rarely be boring.

☎️ Phone me on 07834 483585 to talk about the habits that make a strong salesperson.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

28/08/2026

The sceptical decision-maker. The chatty owner who could talk all afternoon. The time-pressed executive who wants it in one sentence.

Your team speaks to all of them, often in the same hour, and the mistake is treating them the same.

The sceptic needs evidence and space, not enthusiasm. The chatty one needs you to enjoy the conversation while gently steering it. The busy one needs you to respect their time and get to the point, or you have lost them by the second sentence.

In the masterclass we role-play these personas deliberately, because the skill is not having one great style. It is reading who you are dealing with and adjusting on the spot.

A salesperson with only one gear does well with the customers who happen to match it and badly with everyone else. A salesperson who can flex does well with all of them.

Same person, same product. The difference is how well they read the room down a phone line.

☎️ Phone me on 07834 483585 to talk about training your team to flex.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

27/08/2026

Rapport is not chatting about the weather. It is understanding someone well enough that they feel it.

Real connection usually comes from a moment of genuine common ground. The customer mentions a challenge, and instead of steaming ahead, your team member shares something that shows they actually understand it. Not a rehearsed anecdote, a real one.

We practise this in the room with a simple swap. One person shares a problem from their world. The other has to respond with something relatable that proves they were listening and they get it. Done well, you can watch the conversation change.

That is the difference between a call that feels like a transaction and a call that feels like two people talking. The first is easy to walk away from. The second is not.

People buy from people they feel understood by. You cannot fake that, but you can learn to do it really well.

☎️ Phone me on 07834 483585 to talk about building real rapport, not small talk.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

26/08/2026

A business owner once told me there was no point talking to him about upgrading his systems, because he was selling the business in eighteen months.

Most salespeople would have thanked him and hung up. I saw the opening.

I explained that a business whose technology fully supports its processes is worth more when it sells, not less. A buyer pays a premium for something that runs smoothly and does not need fixing. The upgrade was not a cost to him. It was part of getting the best possible price for the thing he actually cared about, selling well.

He had not looked at it that way, because he was thinking about his goal and I was thinking about mine. The moment I connected my offer to his goal, the conversation changed completely.

This is what Module 2 is really about. Find out what the customer is actually trying to achieve, then show how you help them get there. Not your aim. Theirs.

☎️ Phone me on 07834 483585 to talk about training your team to sell to the real goal.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

25/08/2026

Stop pitching the product. Describe the problem it solves.

It is a small change in language and a big change in results. Nobody wakes up wanting your product. They wake up with a problem, and your product might be the answer.

In the masterclass we run an exercise where people are not allowed to pitch what they sell at all. They can only talk about the problem it fixes and the difference that makes to the customer's day. It is harder than it sounds, because most of us have been trained to lead with features.

But listen to the two versions back to back. "We offer a cloud phone system with these features" against "Your team is missing calls when they are out of the office, and every missed call is a customer going elsewhere." One is about you. The other is about them.

The customer only cares about the second one.

Lead with the problem, and the product sells itself.

☎️ Phone me on 07834 483585 to talk about reframing how your team pitches.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Today I have been speaking with Primary Care Network Managers, Practice Managers and GP’s about how to support medical p...
24/08/2026

Today I have been speaking with Primary Care Network Managers, Practice Managers and GP’s about how to support medical practices with their communication.

As with most (all to be honest) of my courses, this programme combines practical training and coaching support to help teams (from reception to clinicians) to communicate with compassion and heart in all circumstances- with full awareness that often the people they are speaking to are upset, scared, stressed and/or worried and sometimes those emotions can show in ways that are less helpful.

Effective Communication with Compassion and Heart is mapped to the Care Quality Commission (CQC) key questions, particularly Caring, Responsive and Well-led.

It gives Practices a simple, clear way to show they are supporting their people to meet the standards the CQC expects, and teams can start using the tools straight away.

If you are a GP, PCN Manager or Practice Manager and would like to enhance the communication within your team, I would love to talk to you.

☎️ Phone me on 07834 483585 to talk about communicating with compassion and heart. DM if you really want, but talking is better. 🤩

Monday morning sales meeting... How did the conversation go?If it centered on how to get your numbers up I can help.I wo...
24/08/2026

Monday morning sales meeting... How did the conversation go?

If it centered on how to get your numbers up I can help.

I work with sales teams who need to improve their results. I improve their skill level, I transform their mindset.

You see exceptional results.

Lead Gen, New Business, Account Management, CX, Technical - it doesn't matter what type of team they are, I deliver the results you are looking to achieve.

Get in touch to explore how this will work for your team.

07834 483585 ☎️
[email protected] 📧

24/08/2026

Not every customer is your customer, and chasing the ones who are not is where a lot of good energy goes to die.

Your best clients tend to have things in common. A certain size, a certain pressure, a certain moment when what you do suddenly matters to them. Once you can describe that person clearly, two things happen. Your team stops wasting hours on poor-fit prospects, and they get sharper at spotting a strong one early.

In Module 2 we map the ideal client properly. Not a vague "any business really", but a real profile. Who they are, what keeps them up at night, what they are trying to achieve, and how they buy.

Some companies have more than one ideal client, so we explore more than one.

A team that knows exactly who they are looking for and understands exactly who they are talking to sells with far more confidence, because they are talking to the right people about the right problem.

You cannot be for everyone. The teams that try are usually memorable to no one.

☎️ Phone me on 07834 483585 to talk about defining your best-fit customer.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

23/08/2026

A genuine compliment, well placed, can change the whole feel of a call. A forced one does the opposite.

There is a skill to it, and most people get it wrong in one of two ways. They either never do it, so the call stays flat and transactional, or they lay it on so thick the customer can smell the technique from a mile off.

The trick is to notice something real and mention it lightly. The way a business owner talks about their team. A smart decision they made. Something specific, not "you sound like a lovely company."

We actually practise this in the room, because sincerity under pressure is harder than it sounds, lots of people feel embarrased giving unconditional positive recognition (a compliment just because). We investigate why. So your sales team relax, and become more genuine because of it.

Get it right and the customer feels seen rather than sold to. That is worth more than any line in a script.

☎️ Phone me on 07834 483585 to talk about the human side of the call.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

22/08/2026

Match the customer's pace. Match their energy. Nine times out of ten they relax, and they have no idea why.

We cannot use body language on the phone, so everything has to come through the voice. And people trust what feels familiar. A fast talker feels rushed by a slow, careful voice. A quiet, measured customer feels steamrolled by someone loud and quick.

Mirroring is not mimicry. You are not copying an accent or repeating words back. You are meeting them at their tempo so the conversation feels comfortable instead of like hard work.

In the masterclass we practise it in pairs. One person deliberately speaks in a certain rhythm, the other matches it, and the difference in how the call feels is obvious to everyone in the room.

The customer will not be able to tell you what changed. They will just feel that talking to your team member was easy, and easy is where trust starts.

☎️ Phone me on 07834 483585 to talk about the small skills that change every call.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

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