Room 11 Coaching

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Room 11 Coaching Transforming telesales teams in just 2 days. Simple, engaging, impactful. 25+ years in sales, CX, leadership & coaching💥 | EMCC Accredited Coach PTLLS trainer

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

04/10/2026

Say one simple sentence out loud, three times. Once bored, once delighted, once irritated.

Same words. Three completely different messages. And the person on the other end of a phone gets all of that from your voice alone, because they cannot see your face.

I have run a game for years where people take turns saying the same neutral line while trying to convey a hidden emotion, and the others guess it. What surprises everyone is how easy it is to read, and therefore how much your team is broadcasting on every call without realising.

The tired voice at four o'clock. The rushed voice between calls. The flat voice on the tenth attempt. The customer hears the emotion long before they process the words, and they respond to the feeling, not the facts.

In the masterclass we make people aware of what their voice is really saying, so they can choose it on purpose.

You cannot hide how you feel down a phone. You can only decide what you want the customer to hear.

☎️ Phone me on 07834 483585 to talk about what your team's voices are giving away.

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

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

03/10/2026

Still reflecting on an epic couple of days at the Enterprise Vision Awards.

So many people to connect with, so many seeds of ideas have started to grow.

So exciting! 🙌🏽✨

I use Transactional Analysis (TA) to help companies deliver an exceptional customer experience and a proactive culture o...
03/10/2026

I use Transactional Analysis (TA) to help companies deliver an exceptional customer experience and a proactive culture of accountability.

If you have never heard of it before TA is a model in psychology that helps us understand human behaviour, personality and communication.

It is unbelievably effective.

By helping the people within your business to understand and manage their own responses well, we can calmly and kindly deliver a level of customer service that clients rave about.

NPS score up 🔝
Client feedback scores 🔝
Trust pilot reviews 🔝
However you measure it… 🔝

And best of all, I make it fun 🤩 training is interactive, engaging, immersive and memorable.

Because who wants to sit through a boring training course?

It’s perfect for organisations who have a workforce predominantly face to face with customers, such as the leisure industry- Freedom Leisure are a perfect example.

If your organisation is large I offer a train the trainer package (Freedom Leisure have over 5000 colleagues), I have just won a contract with a hospital trust who have 6000 employees to deliver a very similar package- more on that to come 🙌🏽

If you would prefer direct delivery I do that too.

And if you need your customer experience / service packages to have a sales thread running through it, I am talking your language 💥

To discuss your specific requirements get in touch. Either drop me a DM or contact me on 07834 483585 ✨

I can’t wait to speak to you,

Anna ✌🏽

03/10/2026

Retention is not one team's job. It belongs to everyone who ever speaks to a customer.

It is tempting to think of it as something the account managers handle, or a problem for customer service to sort out when someone threatens to leave. But by then it is usually too late. The decision to stay or go was shaped long before, across dozens of small moments with all sorts of people.

The person doing lead generation sets the first impression. The one closing the new business sets the expectation. The account manager keeps the promise. Customer service proves, in the difficult moments, whether any of it was real.

Every one of them is either building the relationship or quietly eroding it.

This is the thread that runs through the whole masterclass. There are two people at the end of every phone, and every call is a chance to make the customer glad they chose you.

Get that right, consistently, and you do not just win customers. You keep them.

☎️ Phone me on 07834 483585 to talk about making retention part of how your whole team thinks.

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

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

here we go.Congratulations to all the finalists. It is an absolute honour to be a finalist at the awards this year alo...
02/10/2026

here we go.

Congratulations to all the finalists. It is an absolute honour to be a finalist at the awards this year alongside so many amazing women in business.

02/10/2026

People remember how you made them feel long after they forget what you sold them.

Underneath all the practical reasons a customer stays, service, price, reliability, there is something quieter and more powerful. Emotional connection. The feeling that the people they deal with actually care whether things go well for them.

You cannot fake it and you cannot script it, but you can build it, one genuine interaction at a time. Remembering something they mentioned last time. Checking in when there is no sale in it. Handling a problem like it matters to you, because it does.

That connection is what turns a supplier into a partner, and a partner is not something a customer swaps to save a few pounds. It is the difference between a relationship and a transaction.

In Module 4 we treat this as a real business asset, not a soft extra, because it is often the thing that keeps a customer through a rough patch when nothing else would.

Care genuinely, and customers can tell.

☎️ Phone me on 07834 483585 to talk about the relationships behind the numbers.

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

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

Two days. £5k. Your telesales team, on fire. Sharper, more energetic and more commercially aware than they were before t...
01/10/2026

Two days. £5k. Your telesales team, on fire. Sharper, more energetic and more commercially aware than they were before they started.

That's the masterclass. Let me tell you exactly what it is and who it's for.

You run a team who sell over the phone. Somewhere between 5 and 20 people.

The results are there, but they could be better, and you want to give your team a focused boost, prove you believe in them, and see results immediately. You just don't have the time or the finance to commit to a longer programme right now.

£5k is an investment worth making, and you can sign it off immediately. No board-level conversation required.

Here is what happens: I work with your team for two days. We go right back to basics: what a salesperson actually is, how communication works when you lose more than half of it down the phone line, and how the person on the other end is wired differently to the person making the call.

Then we build skills, confidence and energy back up, and your team leaves with practical tools they can use on their next call.

I have 25+ years working with telesales teams. I get results. Every time.

If you want to know more, drop me a message.

01/10/2026

Customers do not stay out of loyalty alone. They stay because of a long list of small things, delivered consistently from the very first call.

Excellent service. Regular, consistent contact rather than silence until renewal. Quality products. A personalised experience. Reliability. Value for money. Trust. Convenience. The sense that dealing with you is easy, and that you actually understand them.

None of those is dramatic. Together they are almost impossible for a competitor to prise apart, because the customer would be giving up a whole relationship, not just switching a product.

And it starts at the first H of Hello. Retention is not something the account team rescues at the end. It is built into every interaction, by everyone, from the first conversation onwards.

In Module 4 we map these tools out and make them deliberate, so keeping customers is something your team does on purpose rather than by luck.

The cheapest growth there is comes from the customers you already have.

☎️ Phone me on 07834 483585 to talk about building real customer loyalty.

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

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

30/09/2026

A referral is the warmest lead you will ever get, and most teams either never ask for one or handle it clumsily.

A happy customer knows other business owners with the same problems you solve. They are usually glad to point you towards them, if you ask well and at the right moment, which is just after they have told you how pleased they are.

But there is a rule worth sticking to. You take the details of the person being referred, and you make contact with them. You do not leave it to the customer to pass your number on and hope. That call rarely happens. The warm introduction goes cold while everyone waits for someone else to act.

In Module 4 we work on how to ask for referrals naturally, for each type of customer, and how to follow them up so they actually turn into conversations.

The referral is only worth having if someone picks up the phone. Make sure that someone is you.

☎️ Phone me on 07834 483585 to talk about building a referral habit.

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

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

29/09/2026

Most customers buy one thing from you and have no idea you do the rest.

They came to you for their safety boots, and they have never thought to ask whether you could also handle their grit salt, their blue paper towel, their water dispensers. Not because they are not interested, but because nobody told them.

Cross-selling is simply making sure the customer knows the full picture, and offering the complementary (and sometimes totally unrelated) pieces that go with what they already have. It grows the sale and, done well, it genuinely serves the customer, because dealing with one trusted supplier is easier than juggling five- and buying everything they can from one supplier often saves a fortune in postage costs when viewed across the whole year.

The trick is to think about the whole business, not just the product in front of you. Bundle where it makes sense. Mention the thing that naturally goes with what they are buying. Sometimes, just ask.

In Module 4 we look at every product line and where it connects, so your team stops leaving obvious opportunities on the table.

They can only buy what they know you offer.

☎️ Phone me on 07834 483585 to talk about opening up your whole offering.

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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