"I've never really thought about putting myself in the customer’s shoes...until now, thanks to you!"

Service is, without a doubt, THE competitive edge in the marketplace. The statistics regarding unhappy customers are significant:

• 96% of dissatisfied customers do not complain directly.
• 90% will not return.
• One unhappy customer will tell nine others.
• 13% will tell at least 20 other people

Go beyond customer satisfaction and stand out from all the rest with mindboggling Service Enthusiasm®. Knowing what you are really selling and seeing you through your customer’s eyes are critical tools and processes that will bring you closer to the mind boggling level of service you need...and your customers deserve.

You can tell your staff what you expect, but you can't force them to shine. The desire for outstanding customer service can become dogmatic, empty, and even detrimental when employees feel forced, and are not aligned, trained, dedicated, motivated and committed to your company’s vision. Most companies make the mistake of trying to demand great customer service without giving the training and motivation needed to fully engage employees in the process. In order to provide a positive experience for customers, you first have to be sure both you and your employees are willing and able to buy into the process. Unfortunately, many are not:

• Gallup research showed that only 26% of employees are fully engaged, 55% are not engaged: they are at work physically but not mentally or emotionally, and 19% are actively disengaged/unhappy, spreading discontentment and actively trying to sabotage their organizations.
• Only 41% of workers think their company views employees as its most important asset, just 55% think their company treats employees well!
• Only 55% think they are provided with ample training and development.

The key to over-the-top, mind boggling Service Enthusiasm is to serve your employees first, so they, in turn, will take care of your customers. The following eye-opening programs are designed to address BOTH sides of the service equation, providing inspiration and information needed to truly serve customers, as well as the tools and motivation that will generate staff buy-in:

DELIVERING THE CORPORATE PROMISE (2hr-full day workshop)
The sign on the wall pledges 'Customer Service Above All Else', memos went out explaining the new initiative and the matrix has been established to report and analyze progress. The plan is universal: customer satisfaction goes up...profits go up. Except for one thing: many organizations fail to explain and demonstrate - HOW? This roll-up-your-sleeves program for front line staff delves into the fundamental 'how-to' questions about customer service: how to deal with and diffuse angry customers; how to communicate effectively; how to set boundaries; and how to inspire important service-based skills that focus on first and last impressions, professionalism, and the art of service recovery. Participants walk away with the tools necessary to deliver your Corporate Promise.

SERVICE ENTHUSIASM® (1 hr. keynote or 2-4hr workshop)
This stimulating program creates the opportunity to inspire astonishing customer service. Participants learn to identify what they are really selling, learn to think like their customer, and create an action plan that they will want to start today.

SERVICE ENTHUSIASM BOOST! (1-2 day workshop)
This Serves You Right! exclusively designed one or two-day training is highly interactive and experiential. While focusing on a company's specific goals and objectives, this fun program identifies and brings to life the Service Enthusiasm principles that are often overlooked, yet are absolutely essential to the success of every organization. Through activities, projects, and role play, participants will discover the keys to creating the ideal service culture and providing the ultimate service experience for both your external and internal customer.

CONTRACT SESSIONS
In-depth Service Enthusiasm® sessions are also available on a contract basis for those wishing to develop ongoing training opportunities for themselves and/or their staff. Group sessions can be scheduled weekly, monthly, quarterly, or on a timeline that fits your needs and budget. Sessions can be conducted on-site or at a neutral location. Call for more details.
 

"This program got me to think beyond the daily fire fighting to planning how to be a better leader."

• A recent study showed that 33% of management's time is spent responding to crises or problems. For some, such as managers who have been "home grown" and moved up in the ranks of an organization but have never received leadership training, the percentage of time lost trying to juggle problems is even higher.
• A Gallup poll showed that the number 1 reason why people quit their job is because of a stressful or problematic relationship with their supervisor, and that 25% of workers would fire their boss if they could. Mediocrity, low staff morale, high turnover, poor productivity, and apathy are just some of the many issues facing leaders today. Bad management can cause these issues, and well-intentioned managers need the skills to resolve them.
• Poorly managed workgroups are an average of 50% less productive and 44% less profitable than well-managed groups. In today's business world, it is imperative that managers are taught fundamental leadership skills, and continually learn new tools and ways of thinking in order to grow themselves, their staff, and profits.

THE FOLLOWING LEADERSHIP PROGRAMS ARE DESIGNED TO TEACH, ENHANCE, AND INSPIRE:

EMBRACING CHANGE! (1 hr keynote, 1/2 or full day workshop)
These are challenging times. Do you feel like you and your company are standing on sand? Are you waiting for things to get back to normal? The business model as we once knew it, is gone. Downsizing, mergers, restructuring, new information technology, service initiatives, personnel, outsourcing, new facilities, policies...changes, big and small, are happening every day, and each change impacts the dynamics and effectiveness of your organization. Fear can be a powerful motivator. This program explores the opportunities that quiet the fear, creating options that get you "off stuck." What would you do today if you were brave? This is the time to be bold, especially in the ways we serve our Self, our co-workers, and our customers. New ideas are what keep us alive and growing, and brave leadership is critical in making each transition a success. Chock-full of insights and information, this program provides tools and processes necessary for embracing change successfully.

PIONEERING TOWARD LEGACY
The focus of this program is recognizing that in today’s world of uncertainty, role models are rare. We need new ways of working, new ways to survive and thrive in uncertain times. Gandhi said that "we must be the change we want to see in our world." Today offers that chance…a real opportunity to redefine how we do business and how we live our lives. What do you want to be known for, as a company and as an individual? How can you serve? This is the time to get back to heart connections (your own especially) and Service Enthusiasm, making this a legendary time for ourselves and future generations.

COURAGEOUS, OUTRAGEOUS, AND HIGHLY CONTAGIOUS SERVICE LEADERS (1/2 or full day workshop)
Be bold, not rash. It’s a new day, hungry for bold and brave leadership. This eye-opening program examines the skills, behaviors, and attitudes that have the greatest impact on team dynamics, beginning with the self-image and spirit of the leader. Identifying personal history, role models, and crossroad choices helps build strength and confidence to be a brave and confident leader. Utilizing a variety of interactive and experiential training methods to identify roadblocks and inspire new strategies, the focus is on management's ability to provide motivational leadership to the team. Participants learn to increase morale and productivity by discovering and maximizing their own leadership abilities and skills.

CONTRACT SESSIONS
In-depth Leadership training sessions are also available on a contract basis for those wishing to develop ongoing training opportunities for themselves or their staff. Group or individual sessions can be scheduled weekly, monthly, quarterly, or on a timeline that fits your needs and budget. Sessions can be conducted on-site, via phone, or at a neutral location. Call for more details.

 

"I sometimes forget my co-workers are individuals. Today, thanks to this program, I remembered."

• Independent research at the Stanford School of Business concludes that teams with divergent points of view work harder, are more open minded, and make better decisions. When teams develop ideas together by debating unique ideas and synthesizing differing perspectives, the end result is often far better than a decision made by just one person. (Why do you think the US Supreme Court is made up of 9 justices instead of just 1?)
• When destructive conflict emerges, personalities clash, rivalries erupt, emotions flare, personal agendas come to the forefront, and the whole dynamic turns bad. Interpersonal issues have devastating effects on productivity and effectiveness.
• In today's workplace, 'innovation is a team sport,' according to Keith Sawyer, a researcher at Washington University. 'Group genius,' as he calls it is a continuous process of small and constant change built into the culture of successful companies.

Teambuilding is a collective exercise that celebrates individuality and focuses on positive and productive group interaction. The following programs teach how and why destructive conflict happens, along with communication techniques, and how to avoid personality pitfalls:
 

SERVE YOUR SELF FIRST (1 or 2 day workshop)
Designed to inspire individuality, self-reflection and discovery, participants are encouraged, through creative expression, to open their hearts and bring out their true spirit. Before you can serve others, you must serve your Self first. This program has been known to be a life changing experience, whether it’s offered in the workplace or with your own gathered group. Minimum 10 people.

THE ENTREPRENEURIAL SPIRIT (keynote only)
Susan's story as the Cookie Queen is not only inspiring but also motivating. Risk taking, overcoming obstacles, and making dreams come true is what entrepreneurs are made of. As the founder and owner of a multi-million dollar cookie gift company now celebrating 30 years in business, Susan shares her lessons learned as well as the building blocks that help to create a successful business.

ONE on ONE CONSULTING
Click here for a more in-depth description.