Keynotes
Customer ServiceEveryone is a Customer
Serving individuals as customers within our organization requires teamwork along with the attitude that everyone is a customer and our job is to serve them. This view of customer service creates alignment within the organization to service external customers. Those organizations that do focus on internal customer service will soon pull ahead of the competition. Participants will receive tips on how to identify internal customers and learn how to give feedback to the internal customer. Excellent Customer Service
When someone receives bad customer service, chances are he or she tells ten friends. When that same person receives good customer service, chances are he or she tells few people. Excellent customer service is expected - and necessary - for survival in today's market. Very few organizations devote adequate training to this critical area. This popular keynote provides quick, economical and effective training on the best possible customer service. Whether you have had customer service training or not, you will walk away from this keynote with new ideas to enhance your business and motivation to implement those ideas. Leading Excellent Customer Service
Providing excellent customer service should be one of the easiest things to accomplish in the business world: find out what your customer needs, meet their needs, and treat the customer like a partner, not the enemy. Reality is (if most organizations are honest with themselves) if you were to poll your external customers, they feel you could do much better and you are probably losing money because you are not meeting their needs. This keynote provides the leader with a to-do list of what needs to be in place to lead and sustain great service in any industry and why it is so important to create a service focus from the perspective of the bottom line. A Complaint is a Gift
A Complaint is a Gift keynote will provide specific skills and teach why people behave the way they do when they give a complaint. Key ideas participants will learn include, words to say & avoid, the reasons why individuals don't complain, how to accept a "gift" even if it comes in different packages and how to prevent complaints from happening. Any individuals that have received feedback from people within, and outside, the organization will appreciate the tools this keynote will provide. Projecting a Positive Image on the Phone
Statistically, two-thirds of our business is being done on the phone. What challenges does that present in determining the needs of the customer? How can we project a professional image on the telephone? This keynote will provide specific skills in communication over the telephone. Included in the discussion will be active listening, having the proper greeting, telephone etiquette, and serving the customer over the telephone. CommunicationI Can See What You Really Mean (Body Language)
Have you ever been happy that your boss couldn't read your mind? Or have you ever wished you had the power to tell what someone else is really thinking? Then this class is for you. Often, body language - facial expressions, hand gestures, eye contact, tone of voice, posture, etc. - says more than the words being exchanged. Body language is one of the basic tools of communication and, as with any tool, we must learn how to use it effectively. This session is always fun and instantly useful. Building Positive Work Relationships
Of all of the tools we acquire, use and sharpen as we build our success in business, the ability to communicate effectively is certainly the one we rely on most.The best communicators learn to convey ideas clearly and consistently to a variety of audiences, turning their communications skills into true power tools they can use to carve out career growth and personal successes. This session explores the fundamentals of effective communication and gives you proven methods to help strengthen your skills. This session focuses on communication within your organization. Training Others Flawless Presentation Skills
A Picture is worth 1000 words. When you give a presentation, you are the picture! What words would you use to describe yourself and your "performance"? If anything less than extraordinary comes to mind, then change the picture! Developing and enhancing presentation skills is critical for professional effectiveness. This keynote will enable you to find new ways to communicate with confidence whether you are speaking informally to small groups or addressing the masses in a formal environment. The Power of Coaching
Successful managers today understand the importance of coaching in the workplace to improve productivity, loyalty, and results. Instead of telling team members what to do, or just expecting them to perform, it is important to guide, discuss and encourage-in other words, coach. Coaching is a collaborative process that can accelerate learning, self-discovery and development in individuals. This session helps the participants understand what this relationship looks like and how important a coaching system can be in the success of an organization. LeadershipGreat Leaders Break all the Rules
Great Leaders are the real heroes of great companies. Come and learn what great leaders have in common - it might surprise you! Learn the four key aspects of great leaders and how they motivate and lead. Learn what types of people are the right fit and will be the most successful. Proper Business Etiquette
When companies send their sales force out to represent the company and its products, it is expected that the sales force will possess business AND social skills. In many instances, this is not the case. We have been living in the McManners drive-thru generation of etiquette. Whether it is handing someone a business card, making small talk, or lunching with a client, corporations are recognizing the need to train their employees in social graces as well as business skills. This keynote will prepare the participant for every social occasion where business may be promoted or conducted. Becoming Motivated to Motivate
In this rapidly changing business environment, we need to take another look at motivation. We think we know what motivates others and ourselves, but do we? Perhaps you've heard people say that no one can motivate someone else. What they mean by this is that motivation comes from within. It is the result of a person's individual perceptions, needs, and desires. One thing to keep in mind, you are able to motivate others by example. When you understand how powerful motivation is to getting things done and achieving top performance and one's potential, it is an awesome skill to have. Change? Not ME!
Change is something that we will all face in our work and family lives. How we manage change will determine our ability to grow, process new information and succeed. This keynote will focus on how to make change for yourself and others effective, efficient and healthy. Discussed will be the stages of change, how to get individuals to best accept new ideas and directions, how we manage our own stress levels and how to cope with this ever changing and dynamic business world. Focusing Individual Learning on Corporate Strategies
Organizations that are fully aligned have people who focus learning on the company strategies which will create increased efficiency, rapid application of skills, and will give clear advantage in the marketplace. In this session you will see examples from world class organizations showing how to tie learning, hiring and performance to objectives. Creating a Culture of Accountability
People can only be accountable when the organization has certain things in place to make accountability possible. Even though it is easy to blame people (individuals) for not being accountable, quite often it is the fault of the organization. Therefore the organization has to remedy a lack of accountability by putting specific systems, measures and procedures in place. This session will help you understand what you need to create the culture you desire.
Miscellaneous Behavioral Sales Programs that WOW!
The focus of this keynote will be on relationship selling and how to achieve high levels of customer satisfaction from the selling process. Relationship selling will make the customer come back and provide great word of mouth advertising thus increasing the customer base. The "Sales Excellence" keynote will include tips on key elements of customer service for sales people, how to deal with upset customers and information on how to keep the customer coming back. Sales Excellence
Most sales seminars primarily focus on closing the sale. In this instantly useful session participants will learn that determining and understanding the real needs of customers is the key element of the Sales Process. The Sales Process will be discussed from determining a need through closing the sale. Also included in this session: offering options, questioning techniques, and objection handling. No one will walk away from this seminar empty handed! Effective New Hire Orientation
Virtually all organizations have some form of an orientation program for new employees. Most organizations fall short in regards to their new hire orientation program. Unfortunately, many employers hesitate to invest more than a minimal amount of energy, money, or staff time in this critical stage of a new employee's career. Some employers consider it a waste of valuable time that could be better spent on the job. This is a huge mistake! An effective orientation should take advantage of a new employee's enthusiasm and keep it alive. This very informative keynote will provide tips on welcoming the new hire and developing them in such a way to make them a valuable long-term team member. How to Handle the Stresses of Life
It's unreasonable to think that anyone could get rid of all of their stress. The only people with no stress are those not currently alive. But there are proven ways to reduce the unavoidable stresses we face every day, and there are definite strategies for avoiding some stress sources altogether. If you're alive, active, working, raising a family or all of the above, you have stress. Why not learn how to deal with it effectively? The Value of US (Diversity)
You know how destructive and dangerous hostility, tension, lack of respect, even indifference can be in the workplace. It affects every aspect of operations - from productivity, to job turnover, to quality. As the shift to a highly diverse workforce, community and customer base continues, smart business leaders realize the importance of developing and fostering an environment that encourages employees to understand and accept - even celebrate - cultural differences. As the commitment to foster diversity grows, management, employees and customers will see how this commitment enriches an organization and makes it more innovative and globally competitive. Preventing Sexual Harassment
It seems it would be obvious that sexual harassment is unacceptable, yet many organizations still express a fundamental lack of understanding about what behavior constitutes sexual harassment. Sexual harassment is a serious problem in today's workplace, and it is our duty to gain an understanding of what behavior leads to this type of harassment, and to prevent it by creating a comfortable work environment where everyone is treated equally. This session will help participants understand harassment, EEOC Guidelines, and steps in dealing with this behavior in the workplace. Office Etiquette
What exactly does Professionalism in the Office mean? Can we just tell someone to "start acting like a professional"? The answer is no, it can mean different things to different people. Professional is not something you call yourself, it is a term that others (hopefully) apply to you. In this fun and story-filled session, participants learn to recognize unprofessional behavior and how to turn it around, the importance of 1st impressions, how to conduct themselves in meetings, professional image, and most importantly what it means to be a professional. Any individual who works in an office environment will find this seminar entertaining, enlightening, and informative. The Valuable Employee
Today's companies are constantly striving to improve productivity and profitability. Too often, however, they focus exclusively on the process and materials, and forget that it's people who can make the real difference. In order to make significant and lasting improvements, employees organization-wide must be on board with a "bottom-line" frame of mind. This kind of buy-in can't happen until everyone is provided with the training and skills that enable them to understand the numbers side of business, make better decisions, and contribute in a positive manner to controlling costs. Valuable Employee is an interactive, interesting and fun seminar designed to help individuals see how each employee can add value to the organization and dramatically affect the bottom line. Operational Improvement Lean and Mean, Without a Machine (5S and Lean in the Office)
How much time do you spend looking for an office supply or a lost/misplaced file? How many people touch an invoice prior to payment? How long does an order wait for processing? Productivity and efficiency are vitally important to success in today's competitive world. This keynote will illustrate how Lean Manufacturing and 5S Workplace Organization can be applied in the office. Lean Manufacturing is NOT Common Sense
What's the big deal? All you have to do is move things closer together, get people and machines to work faster and organize a little bit. Many individuals and organizations think that they have successfully implemented lean but have only scratched the surface of their improvement opportunity. This keynote focuses upon the common misconceptions of lean implementation. In addition, we will discuss some of the key components of a successful lean program and the basic tools required. Use the information shared during this keynote to evaluate your current lean initiative or determine how to start one. Organize is Not a 4-Letter Word (5S Workplace Organization)
Joe is just like many of us, he spends more awake time at work than in his own home. After 10 years at the company, he has become very attached to his work area and comfortable with the way it is organized. No matter how messy it looks, he knows where everything is. Unfortunately, other personnel cannot quickly find the items that they need. In addition, the disorganized look of the work area can translate to the customer and other personnel that quality and attention to detail is not a priority. Do you have personnel in your organization that are like Joe? In this keynote we will discuss how you can successfully initiate and lead a 5S Workplace Organization program in this "home away from home" environment and deal with the stress of change. Seeing is Believing (Visual Workplace)
We are living in a visual society. We use visuals in our vehicles for verification, reminders and warnings. When applied in the working environment, visuals can increase productivity, increase operating flexibility, empower personnel to make decisions and promote safety. During this interactive keynote we will illustrate the benefits of a visual workplace and discuss some world-class applications.
| 
We have come across this amazing marketing tool and LOVE it! Try it out on us: 